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State of the Connected Customer

Insights from nearly 17,000 global consumers and business buyers on the trends shaping customer engagement today.

Regardless of who you market, sell, or provide service to, your customers' expectations and behaviors have transformed with unprecedented scale and speed.

Discover the trends shaping the future of customer engagement.

Insights from 13,000+ consumers and nearly 4,000 business buyers worldwide.

What matters most to today’s customers? Download our State of the Connected Customer report to learn:

The evolution of trust and loyalty in customer-brand relationships
How customers balance expectations for personalization and privacy
What a digital-first experience looks like across the customer lifecycle

Questions? Call us at 1-800-667-6389

Fifth edition Small & Medium Business Trends Report 2021

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Here are key insights from nearly 17,000 customers worldwide.

Businesses take up the mantle of trust.

Sixty-eight percent trust companies to tell the truth.

Personalization is a prerequisite.

Fifty-six percent expect all offers to be personalized.

Customers crave cohesive experiences.

Eighty-five percent expect consistent interactions across departments.

Learn the new standards of customer engagement.

State of the Connected Customer Report cover, 4th Edition

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Businesses that understand and adapt to these trends will be more resilient in the "new normal."

78%

say this year's crises should catalyze business improvement

88%

expect companies to accelerate digital initiatives

90%

say how a company acts now reveals its trustworthiness

Our analysis of over 15,000+ global survey responses reveals:

How customer expectations and behaviors are transforming amid ongoing crises
Which criteria customers use to evaluate brands in an increasingly online world
How the rapid and extensive shift to digital channels will impact customer engagement in the long term
Why and how customers are holding companies to account in new and unprecedented ways