2023年联网消费者报告.pdf

SALESFORCE?5THEDITION2?Salesforce?2,400?1,125?2023?5?18?6?21?44?100%?Salesforce? 1:?06Chapter 2:?12Chapter 3:Intelligent Insights Spark Personalized Engagement 17Chapter 4:?21?5?:?26Appendix.31Survey?.44SALESFORCE?74%?5THEDITION4?60%?74%?Intelligent Insights Spark?60%?74?57?0102030405SALESFORCEIntroduction?5THEDITION5?/?2134521345SALESFORCE?5THEDITION61?SALESFORCE01?2023?44%?5THEDITION7?2021202320252023?49%?-?-?41%17%16%15%10%49%12%15%14%10%44%14%16%15%11%SALESFORCE01?5THEDITION8?“?”?-?-?Discovery50%?22%?14%?11%?8%?50%?59%?2021?15%?Facebook Messenger?36%?2021?11%-?227%?*?31%?*?59%?18%?36%?18%18%?24%21%?17%SMS/?20%?*SALESFORCE01?60?QR?5THEDITION9?QR?store(?,scan-and-go)?Store Associates?/?221133SALESFORCE?AI?AI?AI?AI?17%?AI?5THEDITION10?AI?AI?/?18%34%23%12%13%16%28%22%16%17%15%29%23%16%18%14%25%22%18%21%41%55%39%59%SALESFORCE?AI?AI?92%?5THEDITION11?AI?AI?store2%?4%?AI?AI?AI?AI?59%?55%?/?IT?52%44%5%51%46%3%SALESFORCE?5THEDITION122?2137%SALESFORCE?59%?5THEDITION13?50%44%45%43%?11%024551%40%9%36%5%SALESFORCE?5THEDITION14?74%?02SALESFORCE?Associates?5THEDITION15?Store Associates?ups?32%?41%?12?IT?/?0222%26%34%35%39%39%44%51%51%33%4%SALESFORCE?5THEDITION16?57?53?13?2021?2023?64%?58%?64%61%60%58%58%57%?(BOPIS)?37%4%38%4%37%5%38%5%35%4%0240%49%53%57%SALESFORCE?5THEDITION173?Spark?SALESFORCE03?:?*?93%?2021?32%?2023?57%?5THEDITION18?57%?*?Salesforce?2022?5?6%?21SALESFORCE03?60?59%?83?*?5THEDITION19?ROI.?36%24%?0%?/?14%15%?Strategy11%?*?Salesforce?2022?5?34521SALESFORCE?:?AI?AI?AI?5THEDITION20?/?/?AI?AI?AI?AI?AI?/?IT?34558%39%3%56%40%3%54%44%2%53%45%2%SALESFORCE?5THEDITION214?SALESFORCE?5THEDITION22?53?74%?(?)?94?*?*?Salesforce?2022?5?0453%48%26%24%23%21%16%14%13%8%5%1SALESFORCE?5THEDITION23?/?88%?/?042246621345SALESFORCE?79%Phone 78%?76%?/?75%?75%?/SMS 75%?74%?73%?73%?73%Messenger?72%?/?71%?69%?Salesforce?2022?9?5THEDITION24?57%?*?*?81%?*?Salesforce?2022?5?*?Salesforce?2022?9?0454%44%57%39%SALESFORCE?:AI?88%?*?AI?AI?5THEDITION25?AI?AI?or3%?Power?2%?AI?AI?AI?/?IT?*?2022?9?53%44%3%52%45%3%SALESFORCE?5THEDITION265?SALESFORCE05?5THEDITION27?*?2023?3.4?58?2021?21%?Paytronix 2022?(?)58%53%44%22%20%14%11%10%7%6%6%4%3%SALESFORCE05?2023?5THEDITION28?Points?13%15%17%18%25%44%70%SALESFORCE05?5THEDITION29?-?-?75?22?24?.?/?/?.?ROI?/?2134517%31%38%43%47%51%57%40%54%SALESFORCE?54?40%?5THEDITION30?5%?51%43%6%?51%42%7%?/?50%45%5%?50%45%5%?49%43%8%?48%44%7%?41%47%12%?SALESFORCE?,?315THAppendixSALESFORCE?,?325TH?ROI?Top?45%Top?11%5%0%24%15%?/?Top?2134512312312351%11%20%11%202358%10%17%10%5%20257%SALESFORCE?,?335TH?:?(BE,LX,NL)?ROI?20232025?Top?Top?20%27%29%?0%?/?12%?Strategy12%?Top?2134512312312352%12%14%11%12%48%12%15%12%13%SALESFORCE?,?345TH?:?ROI?20232025?Top?Top?40%?13%0%19%21%7%?/?Top?2134512312312331%15%18%16%20%25%18%20%15%22%SALESFORCE?,?355TH?:?ROI?20232025?Top?Top?39%?16%21%1%16%7%?/?Top?SMS/?2134512312312358%10%12%12%8%54%12%13%14%8%SALESFORCE?,?365TH?:?ROI?20232025?Top?Top?51%29%16%?0%?/?1%?Strategy3%?Top?SMS/?2134512312312351%14%14%11%9%48%17%15%10%10%SALESFORCE?,?375TH?:?ROI?20232025?Top?Top?39%?12%17%0%21%11%?/?Top?2134512312312334%15%14%21%16%33%16%13%21%16%SALESFORCE?,?385TH?:?ROI?20232025?Top?Top?17%0%27%12%19%25%?/?Top?2134512312312323%17%19%19%22%20%19%21%19%22%SALESFORCE?,?395TH?ROI?20232025?4%4%?Top?Top?49%?11%0%11%23%7%?/?Top?/?2134512312312362%8%8%18%57%9%10%20%SALESFORCE?,?405TH213?:?(DK,FI,NO,SE)?ROI?20232025?Top?44%Top?27%0%4%23%3%?/?Top?4512312312356%10%16%11%8%49%11%19%12%9%SALESFORCE?,?415TH?:?ROI?20232025?Top?Top?32%?13%0%24%23%8%?/?Top?2134512312312351%14%13%11%12%43%17%15%13%12%SALESFORCE?,?425TH?ROI?20232025?Top?Top?12%0%27%32%24%5%?/?Top?2134512312312351%14%13%11%12%43%17%15%13%12%SALESFORCE?,?435TH?ROI?20232025?Top?Top?36%25%?0%?/?14%9%?Strategy16%?Top?SMS/?2134512312312340%13%21%16%9%36%14%21%18%10%SALESFORCE?,?445TH?SALESFORCE?,?455TH?(B2C)Country?/?.6.3%?(BE,LX,NL)6.3%?6.3%?6.3%?6.3%?6.3%?6.3%?DK?FI?NO?SE?6.3%?6.3%United?.6.3%UnitedStates.31.3%GenerationZ?1997-2004).15%?1981-1996).33%X?1965-1980).29%?1946-1964).23%?48%?51%?/?.1%SALESFORCE?,?465TH?(B2B)Country?/?.7%?(BE?LX?NL).7%?.7%?.7%Germany.7%?7%Japan.7%?DK?FI?NO?SE).7%?.7%United?.7%UnitedStates.27%?.23%?.17%Department?.15%?.5%?.7%?.16%?.5%?.8%?.4%Department?.2%?.4%?/?.5%?/?.10%?.21%?.8%?Operations.50%?$25-49.99 M.8%$50-99.99 M.11%$100-499.99 M.28%$500-999.99 M.20%$1-9.99 B.20%$10-49.99 B.11%$50B+.2%SALESFORCE?,?475TH?Salesforce for Retail?15?Salesforce,Ic.?.?Salesforce?Salesforce?2023?Salesforce?Inc.?