State of the Connected Customer Country Profile: Singapore 36 300 Consumers & 150 Business Buyers All Customers Business Buyers Consumers Customer Standards Hit All-Time Highs Customers Set New Benchmarks for Innovation Most companies fall short of my Companies need cutting-edge digital I expect companies to provide new expectations for a great experience 70% of all customers experiences to keep my business products/services more frequently than before 50% 69% 71% 45% say their standard for good customer 85% 84% 53% experiences is higher than ever 61% 64% I will pay more for a great experience recognize the good that can come from AI 69% 88% of all customers 57% of all customers 75% 84% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 71% 61% important as its products/services their expectations of companies open to AI improving the customer experience 72% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 89% of business buyers 61% of business buyers 81% 55% believe AI presents good opportunities for society 47% want the same experience as when they’re say AI is already or actively transforming 75% 58% their expectations of companies open to AI improving the customer experience buying for themselves 81% recognize the good that can come from AI 55% of consumers 71% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 68% their expectations of companies open to AI improving the customer experience 84% of all customers 12 channels are used, 11 channels are used, 67% say it’s very important for companies on average, by business buyers on average, by consumers A Data-Value Exchange Rises as Customer Trust Falls to treat them as a person, not a to communicate with companies to communicate with companies number, to win their business I’m confused about how companies I believe my personal info is vulnerable use my data to a security breach Percentage of Customers Who Use and Prefer the Following 42% 53% Channels When Communicating with Companies 27% 47% 49% 56% Online portals 61% 92% Text/SMS 53% 91% Top Actions That Increase Customer Trust Mobile apps 61% 89% Asking for my explicit Giving me control Having a strong consent to use my over what information Online communities 43% 80% privacy policy information is collected about me Voice-activated personal assistants (e.g., Siri, Alexa) 24% 58% Being transparent Showing a commitment Having a strong about how my to protecting my Prefer to use Total use privacy policy information is used information Salesforce Research