Customers want to know if they’re communicating with AI or a human

Salesforce (NYSE: CRM), the global leader in CRM, today released the new State of the Connected Customer report, sharing insights from 14,300 consumers and business buyers across 25 countries — including 650 from UAE.

The report uncovers how AI, digital transformation, and macroeconomic trends are reshaping customer expectations and behaviors across the buying lifecycle.

Key insights from the research include:

* A Changing World Shakes Up Expectations. Economic and technological shifts are changing customer priorities, behaviors, and expectations. The pressure is on for brands to step up.
* 73% of customers in UAE expect companies to understand their needs as they change.
* 89% of customers in UAE expect faster service as technology advances.
* Experience Remains Crucial Amidst Bargain Seeking. Brands have ample opportunity to compete on more than price.
* 83% of consumers in UAE say the experience a company provides is just as important as its products and services.
* 70% of consumers in UAE switched brands at least once in the past year.
* Top 3 reasons consumers switch brands in UAE: Product quality, better deals, and customer service
* Generative AI Evokes Curiosity Above All. Customers have a variety of feelings about the rise of the generative AI. However, in all 25 countries surveyed, “curiosity” is among the top 3, and was top in the UAE.
* Top 3 customer sentiments around generative AI in UAE: Curiosity, excitement, hope
* Trust Is Paramount as AI Expands. Customers expect transparency as companies ramp up their use of AI.
* 77% of customers in UAE are concerned about companies using AI unethically.
* 57% of customers in UAE say greater visibility into AI’s use would deepen their trust.
* 85% of customers in UAE say it’s important to know whether they’re communicating with AI or a human.

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