State of the Connected Customer About This Report 2 For this second edition “State of the Connected Customer” report, Salesforce Research surveyed over 6,700 consumers and business buyers worldwide to discover: • How customers’ expectations of companies are changing • Which emerging technologies are influencing the future of customer experience 2,223 • Why customer trust is increasingly important, and how companies can foster it 1,350 Data in this report is from a double-blind survey conducted from March 26–April 12, 2018, that generated responses from 6,723 individuals in Australia/New Zealand, Brazil, Canada, France, Germany, Hong Kong, India, Japan, Mexico, the Netherlands, the Nordics, Singapore, the United 900 2,250 Kingdom, and the United States. All respondents are third-party panelists (not limited to Salesforce customers). See page 56 for detailed respondent demographics. Salesforce Research provides data-driven insights to help businesses transform how they drive customer success. Browse all reports at salesforce.com/research. Salesforce Research