Salesforce State of the AI Connected Customer
Consumer research on trust, transparency, and expectations in the age of AI agents — critical reading for any CX-focused AI strategy.
Key findings: 72% of consumers trust companies less than a year ago. 60% say AI advances make trust more important. 75% want to know if they're communicating with an AI agent. 45% are more likely to use an agent if there's a clear escalation path.