State of the Al Connected Customer – Pivotal Customer

🌐 State of the AI-Connected Customer

Artificial intelligence is reshaping customer expectations at lightning speed. But with opportunity comes responsibility. Salesforce’s latest State of the AI-Connected Customer report reveals how trust, personalization, and transparency are defining the future of customer relationships in the age of AI and autonomous agents.

What’s Inside the Report

Personalization vs. Privacy
73% of customers feel treated as unique individuals — but only 49% believe their data is used in beneficial ways.
Trust in AI Declines
Only 42% of customers trust businesses to use AI ethically, down from 58% in 2023.
The Agentic Future
Customers expect transparency and human oversight as AI takes on more autonomous tasks.
Expert Perspectives
Insights from Salesforce’s Chief Ethical & Humane Use Officer and leading voices on AI ethics and trust.

Who We Surveyed

15,015 Consumers across 18 countries
1,570 Business Buyers worldwide
Voices from the U.S., Europe, Asia, and beyond

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