State of the Al Connected 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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