The Covid-19 pandemic is quite possibly the single most disruptive event in recent history, as it affected every country, every individual and every organisation around the globe. Therefore, it’s hardly surprising that the customer of 2022 has little in common with the pre-pandemic customer. In fact, a new type of customer has emerged during the last couple of years – one that is more digital and demanding than ever.
The results of a recent survey commissioned by SAS tell a clear story: 90 per cent of customers in the META region noted an improvement in customer experience (CX) since the pandemic started. During the same time, the region saw the greatest increase in digital users across Centr
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