Third Edition - Salesforce

State of the Connected Customer

Companies are being challenged to rethink not just the individual experiences they provide
customers, but their entire approach to customer engagement.

Twenty-five years since the popularization of the internet and 12 years after the introduction
of the iPhone, customer expectations keep soaring. Companies are in a race to transform themselves to foster the
digitally savvy relationships that consumers and business buyers
alike demand.

At the same time, trust has become only more relevant. Collective concern over an array of societal issues has prompted customers to examine what companies stand for.

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