Salesforce – State of the AI Connected Customer, 7th Edition

The main theme of the report is related to the use of artificial intelligence (AI) in business and its impact on customers.

Key findings include the need for trust in AI-related transformations, a decline in customer trust in companies' ethical use of AI from 58% in 2023 to 42%, and the importance of ensuring that AI complements human qualities such as judgment, creativity, and empathy rather than replacing them. The study covers how the growing use of AI, including generative AI and autonomous agents, is shaping customer expectations and behavior.