ABSTRACT
This chapter presents the customer’s evolution in digital development and purchasing decisions during a pandemic, with a focus on safety and risk. The beginning of the 21st century is a period of further acceleration of the pace of scientific discoveries, leading to profound socio-economic changes. The advent of Web 2.0 brought about the start of online sales, as well as the development of payment services. The main idea of Web 4.0 is the development of intelligence. Created intermediaries or “agents” included in IT programmes will support the process of reasoning, communicating and cooperating with other applications or systems via the Internet, the purpose of which will be to achieve the assumed tasks on behalf of a given user. Fifty-five percent of respondents indicated that digital risk is both a source of opportunities and a source of potential threats. The customer experience through COVID-19 has been changing all over the world because everybody is facing new types of changes.
