A 2020 study by McKinsey showed that in 2019, the average share of digital customer interactions amount to 32% of all customer interactions and the share of products and/or services that are partially or fully digitized make up for 34% of all products and services in Europe. Companies have accelerated the digitalisation of products, services, and customer interactions since the start of Covid-19.
In fact, in 2020, digital customer interactions increased to 50% of all customer interactions and the share of products and/or services that are digitised made up 55% of all products/services in Europe. Teleworking championed as an alternative to working from the office during the global pandemic. As per Eurostat figures, the rate of employees teleworking as a percentage of the total employed population, has increased from 4.9% in 2015 to 12.0% in 2020. This increase was mirrored in Malta, as the island experienced an increase of 12.2 percentage points during a five-year period, reaching 14.8% in 2020.
This report was a matter of discussion during the 2021 edition of our online forum "Shaping Malta's Future."