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- Instead of bringing businesses closer to their customers, Singapore s digital pivot last year has in fact widened the gap between what consumers expect of brands, and what businesses actually deliver. According to the new Heart Matters study announced by SAP SE (NYSE: SAP), Singapore s consumers find that businesses fall short of expectations by as much as 28% when it comes to being customer-centric, behind the Asia Pacific (APAC) average of 21%. Furthermore, only half (55%) of consumers in Singapore stated that brands here are able to resolve their issues after three interactions. Heart Matters study, which was conducted by Qualtrics for SAP Customer Experience, surveyed 5,900 consumers across APAC countries including Australia, Singapore, Japan, South Korea, India, Malaysia, and Thailand to understand their expectations and encounters with brands when it comes to customer experience, spending, and matters they truly care about. Key gaps identified from the st

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