{"id":68579,"date":"2023-08-28T05:00:00","date_gmt":"2023-08-28T04:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=68579"},"modified":"2024-04-17T18:39:59","modified_gmt":"2024-04-17T17:39:59","slug":"customer-engagement-research-2023","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/","title":{"rendered":"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers &#8211; Salesforce Report"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><em>Quick take:<\/em><\/strong><em> The sixth edition of Salesforce&#8217;s State of the Connected Customer reveals how customer engagement with businesses has changed with the rise of artificial intelligence (AI) and a shifting economy.<\/em><\/li>\n\n\n\n<li><em><strong>Editor\u2019s note:<\/strong>\u00a0Visualisations included throughout this article set global responses as default. UK responses are available via filter<\/em>.<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>Businesses could face an AI trust gap with customers unless measures are taken to implement ethical guidelines and provide better visibility into how the technology is applied, according to a new survey of 500 UK consumers and 150 UK business buyers.<\/p>\n\n\n\n<p>These findings, part of Salesforce\u2019s latest global <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\">State of the Connected Customer<\/a> survey of more than 14,000 consumers and business buyers across 25 countries, reveals evolving influences on purchase decisions and what customers look for from marketing, commerce, sales, and service interactions.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tGet the State of the Connected Customer report\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>Download it here<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customers-seek-trust-responsible-use-as-companies-embrace-generative-ai\">Customers seek trust, responsible use as companies embrace generative AI<\/h2>\n\n\n\n<p>Forty-nine percent of UK customers now expect companies to understand their changing needs and 78% expect faster service in light of new technological developments, such as generative AI.<\/p>\n\n\n\n<p>Survey results, however, show a clear distinction between customers\u2019 overall trust in companies and their faith that those companies will take advantage of new AI innovations responsibly. For example, while 77% of customers trust companies to make honest claims about their products and services, only 53% trust them to use AI ethically.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>58% of UK customers say greater visibility into companies\u2019 use of AI would deepen their trust of the technology<\/p>\n<\/blockquote>\n\n\n\n<p>Fifty-eight percent of UK customers say greater visibility into companies\u2019 use of AI would deepen their trust of the technology, putting a growing onus on brands to earn customers\u2019 confidence as technology matures.<\/p>\n\n\n\n<p>As brands race to <a href=\"https:\/\/www.salesforce.com\/news\/stories\/what-is-generative-ai\/\">take advantage of generative AI<\/a> to transform marketing, commerce, sales, and customer service, UK customers urge a thoughtful approach to adopting the technology, grounded in security, ethics, and human oversight. Ninety percent, for instance, believe it&#8217;s important for brands to communicate when customers are communicating with AI or a human.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ExtenttoWhichCustomerTrustCompaniestoDotheFollowing\/Q16dash3?:language=en-US&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>\u201cEthical AI is a pressing concern for our customers and for our customers\u2019 customers,\u201d said Kathy Baxter, Principal Architect, Responsible AI &amp; Tech at Salesforce. \u201cGetting it right means creating AI with trust at the centre of everything you do. That means gathering data with transparency and consent, training algorithms on diverse data sets, and never storing customer information insecurely.\u201d<\/p>\n\n\n\n<p>Brands are racing to <a href=\"https:\/\/www.salesforce.com\/news\/stories\/what-is-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">take advantage of generative AI<\/a> as its growing power to transform marketing, commerce, sales, and customer service comes into focus. Their customers, however, urge a thoughtful approach to adopting the technology, grounded in security, ethics, and human oversight.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customers-reveal-how-experience-demands-may-be-met\">Customers reveal how experience demands may be met<\/h2>\n\n\n\n<p>Customer experience remains the defining brand differentiator: 81% of UK customers say the experience a company provides is just as important as its products and services. 62% have switched brands at least once in the last year.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ConsumersWhoSwitchedBrandsinthePastYear\/Q11dash?:language=en-US&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>The quest for better deals is the leading reason for switching brands across every generation \u2014 Baby Boomers, Gen X, Millennials &#8211; reflecting <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/financial-services-trends-ai\/\">concerns around the rising costs of living<\/a>. This is unlikely to change soon, keeping pressure on brands to increase efficiencies.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ConsumersWhoSwitchedBrandsfortheFollowingReasons\/Q12dash?:language=en-US&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>However, customer demands can be tricky to meet at scale \u2014 for instance, 74% of UK customers expect to interact with someone immediately when they contact a company, and 56% expect companies to adapt to their changing preferences.<\/p>\n\n\n\n<p>Fortunately, there are multiple ways to boost customer experience at scale.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>While personal assistance is crucial in complex cases, for simpler issues, customers generally prefer the convenience of self service tools like account portals, FAQs, and chatbots.<\/li>\n\n\n\n<li>Over a third of customers express that they would be willing to pay extra for better customer support<\/li>\n\n\n\n<li>If companies clearly explain why they are requesting personal data, customers are more likely to trust them with it \u2014 increasing opportunities to build great sales, commerce, marketing, and service experiences.<\/li>\n<\/ul>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/CustomersWhoSaytheFollowing\/Q21Q15dash?:language=en-US&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>&#8220;As brands find new ways to keep up with rising customer expectations, they must also consider diverse viewpoints among their base,\u201d said Michael Affronti, SVP &amp; GM, Commerce Cloud at Salesforce. \u201cLeading with strong values and ethical use of emerging technologies like generative AI will be a key indicator of future success.\u201d<\/p>\n\n\n\n<p>\u201cAt Salesforce, we believe now is the time for companies to build secure, innovative, and efficient experiences with trust at the forefront,\u201d said Affronti. \u201cAnd insights from today\u2019s \u2018connected customers\u2019 are an essential guide for how to do that.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">More information:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a> the full State of the Connected Customer report<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/retail-holiday-insights\/?d=cta-body-promo-8\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Discover<\/a> Salesforce\u2019s holiday shopping insights<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/news\/stories\/generative-ai-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">Explore<\/a> more top generative AI statistics&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Methodology<\/h4>\n\n\n\n<p>Data is from a double-blind survey of 500 United Kingdom consumers and 150 business buyers conducted from May 3 through July 14, 2023. The global survey entailed 11,000 consumers and 3,300 business buyers from Australia, Belgium, Canada, Denmark, Finland, France, Germany, India, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Philippines, Poland, Singapore, South Africa, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, the UK, and the United States. Additional methodology and survey demographic details can be found in the <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">State of the Connected Customer report<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways Businesses could face an AI trust gap with customers unless measures are taken to implement ethical guidelines and provide better visibility into how the technology is applied, according to a new survey of 500 UK consumers and 150 UK business buyers. These findings, part of Salesforce\u2019s latest global State of the Connected Customer [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":68575,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3994],"sf_theme":[3985],"sf_topic":[3978,4074,4331],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-68579","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-data","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report\" \/>\n<meta property=\"og:description\" content=\"Key Takeaways Businesses could face an AI trust gap with customers unless measures are taken to implement ethical guidelines and provide better visibility into how the technology is applied, according to a new survey of 500 UK consumers and 150 UK business buyers. These findings, part of Salesforce\u2019s latest global State of the Connected Customer [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-08-28T04:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-17T17:39:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers &#8211; Salesforce Report\",\"datePublished\":\"2023-08-28T04:00:00+00:00\",\"dateModified\":\"2024-04-17T17:39:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\"},\"wordCount\":842,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\",\"name\":\"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png\",\"datePublished\":\"2023-08-28T04:00:00+00:00\",\"dateModified\":\"2024-04-17T17:39:59+00:00\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png\",\"contentUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png\",\"width\":1200,\"height\":675},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/uk\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#\/schema\/logo\/image\/\",\"url\":\"\",\"contentUrl\":\"\",\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\/\",\"https:\/\/x.com\/salesforcenews\",\"https:\/\/www.linkedin.com\/company\/salesforce\/\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report - Salesforce","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/","og_locale":"en_GB","og_type":"article","og_title":"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report","og_description":"Key Takeaways Businesses could face an AI trust gap with customers unless measures are taken to implement ethical guidelines and provide better visibility into how the technology is applied, according to a new survey of 500 UK consumers and 150 UK business buyers. These findings, part of Salesforce\u2019s latest global State of the Connected Customer [&hellip;]","og_url":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce\/","article_published_time":"2023-08-28T04:00:00+00:00","article_modified_time":"2024-04-17T17:39:59+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_creator":"@salesforcenews","twitter_site":"@salesforcenews","twitter_misc":{"Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/"},"author":{"name":"","@id":""},"headline":"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers &#8211; Salesforce Report","datePublished":"2023-08-28T04:00:00+00:00","dateModified":"2024-04-17T17:39:59+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/"},"wordCount":842,"publisher":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","inLanguage":"en-GB"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/","url":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/","name":"Transparency Can Help UK Businesses Solve AI \u2018Trust Gap\u2019 with Customers - Salesforce Report - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","datePublished":"2023-08-28T04:00:00+00:00","dateModified":"2024-04-17T17:39:59+00:00","inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-engagement-research-2023\/#primaryimage","url":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","contentUrl":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","width":1200,"height":675},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/uk\/news\/#website","url":"https:\/\/www.salesforce.com\/uk\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","publisher":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/uk\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/uk\/news\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/uk\/news\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.salesforce.com\/uk\/news\/#\/schema\/logo\/image\/","url":"","contentUrl":"","caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/uk\/news\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce\/","https:\/\/x.com\/salesforcenews","https:\/\/www.linkedin.com\/company\/salesforce\/"]}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/08\/SoCCustomer_1200x675.png","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/uk\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/68579","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/comments?post=68579"}],"version-history":[{"count":6,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/68579\/revisions"}],"predecessor-version":[{"id":70156,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/68579\/revisions\/70156"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/media\/68575"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/media?parent=68579"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/categories?post=68579"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/tags?post=68579"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_content_type?post=68579"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_theme?post=68579"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_topic?post=68579"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_product?post=68579"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_industry?post=68579"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_role?post=68579"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=68579"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_location?post=68579"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_collection?post=68579"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_visibility?post=68579"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/coauthors?post=68579"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}