Digital Transformation: Trust, Personalization, and Seamless Experiences Reshape Customer Expectations

A Global Report Reveals the Evolving Customer Expectations in Digital Transformation

The fifth edition of Salesforce’s State of the Connected Customer report has unveiled how trust, personalization, and digital-first experiences are becoming paramount for meeting customer needs. Based on a global survey that polled over 13,000 consumers across 29 countries along with nearly 4,000 business buyers, this report highlights changes in customer expectations and behaviors over time.

In times of change, trust is more crucial than ever, according to Brian Solis, Salesforce's Global Innovation Evangelist. When navigating a rapidly-shifting world, he notes, customers increasingly prioritize questions related to trust, values, and integrity. Contrary to the ongoing decline in trust in media and government sectors, trust in businesses has seen an upward tr.

The report indicates that customers are looking for companies that not only understand their needs but also act transparently and benefit them. With a notable rise from 52 in 2020 to 61, consumers show comfort in having their relevant personal information used responsibly by the company. This underlines the growing importance of trust in business relationships.

Moreover, as customer interactions become increasingly diverse across various touchpoints, there's an expectation for these interactions to weave seamlessly together while aligning with values and privacy policies. Companies that can successfully navigate this 'connectivity' will set themselves apart in today’s market landscape.

This report is a testament to how evolving technology expectations influence consumer behavior. To keep pace, businesses need robust strategies on data collection, transparency inusage, and consent-based approaches for personalization.

The report further recomms that companies should not be disheartened by the diminishing use of third-party cookies but rather view it as an opportunity to enhance trust through more thoughtful and consensual data management practices. This is crucial in delivering remarkable experiences while preserving customer privacy.

In essence, businesses that focus on these key areastrustworthiness, personalization with transparency, and cohesive digital interactionswill be well-positioned for future success in the digital age.

To access this comprehensive report and its insights into the state of connected customers worldwide, visit our dedicated page. Use Tableau's interactive tools to analyze the data according to your specific needs: region, industry, etc., which will undoubtedly provide deeper insights tlored to your business strategy.

Let’s embrace these changes together as we unlock new possibilities in customer engagement through a forward-thinking approach and technology.

To access more information about this report:

• Read the Full Report: Dive into the comprehensive findings and trs that are shaping consumer expectations today.

• Data Analysis with Tableau: Utilize our Tableau resources to segment data by region, industry, and more. This interactive analysis will provide you with tlored insights based on your business needs.

Click herelink_to_the_report to get started now.

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