State of the Al Connected Customer – Tech Insights & Resources for Technology Professionals | White-paper | Industry trends

Welcome to the Future of Customer Experience with AI

As we enter the agentic AI era, businesses and customers face unprecedented opportunities and responsibilities. Artificial Intelligence has evolved from generating insights to taking meaningful actions that transform how companies interact with their customers.

At Salesforce, we believe trusted AI is about earning human confidence through transparency, privacy, and ethical practices. Our research, informed by over 16,500 voices worldwide, reveals that while customers recognize the potential of AI to personalize experiences and improve service, trust remains the cornerstone for adoption.

Key Findings

1. Personalization rises — but privacy concerns grow.
73% of customers say brands treat them as individuals (up from 39% in 2023), yet only 49% feel their data is used for their benefit.
Balance personalization with responsible data use to strengthen relationships.

2. Trust in AI is eroding.
Only 42% of customers trust businesses to use AI ethically. Rebuilding trust starts with transparency, fairness, and human oversight.

Job Title

Company Name

can for 'unsubscribe'

Phone Number

First Name

Last Name

Country

In return for this content, I agree to Salesforce APAC, Informa TechTarget, and/or its partners contacting me (including by email) about this and other subject matter matching my interests. I understand that I can opt-out at any time by clicking 'unsubscribe' on emails or contacting Informa TechTarget as set out in our Privacy Policy.

Which of the following best describes your business objective with predictive and / or generative AI?

In what timeframe do you see yourself addressing this opportunity?

Yes, I would like to receive marketing communications regarding Salesforce products, services, and events. I can unsubscribe at any time. By submitting this form, you agree to have your contact information, including email, passed on to Salesforce for the purpose of following up on your interests.

“This content is brought to you by Salesforce, the world’s #1 AI CRM. Insights are based on real-world customer success stories to help organizations accelerate digital transformation, build stronger customer relationships, and drive growth—faster and at scale.”

Salesforce Managed Detection will use the data provided hereunder in accordance with the Privacy Statement.