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State of the Connected Customer

Insights from 15,000+ global consumers and business buyers on a new era of customer engagement

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

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
 

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