Salesforce published the fourth edition of its State of the Connected Customer research report, an annual study of how customer expectations and behaviors are changing as businesses, technology and society at large evolve. This year’s survey was our largest and most global yet, soliciting over 15,000 responses across 27 countries and six continents.
The report provides a snapshot of how customer engagement is transforming with unprecedented scale and speed against the backdrop of simultaneous public health, economic, social....