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The emerging technologies influencing the future of customer experience.The factors influencing customers’ expectations.These findings, published in the fourth edition of the “ State of the Connected Customer” report, give an in-depth look at: In this research, “customers” is an aggregate of both consumer and business buyer responses. To better understand how customer expectations are changing, Salesforce Research surveyed 15,600 consumers and business buyers globally. Historically, customers have expected basics like quality service and fair pricing - but modern customers have much higher expectations, such as proactive service, personalized interactions, and connected experiences across digital channels. By definition, customer expectations are any set of behaviors or actions that individuals anticipate when interacting with a company.
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