In less than a year, the COVID-19 pandemic has accustomed us to conceiving of the future as a constant acceleration, in which if we are not in the lead car, we will always be in the rear car, with no possibility of a middle ground. We may have to run faster than ever, but that cannot lead us to the mistake of running recklessly and improvising. Let us remember the Doctor of the Church and patron saint of writers and journalists, St. Francis de Sales, who wrote that "what is done in haste is never done well; always act with tranquility and calm." Yes, the world is faster than ever; but no, we do not have to run without knowing where we are going in order to keep up.
The year ends with unprecedented figures ononline consumer preferences, driven by atouchless economy that only reinforces some of the changes that were already taking place. In other words, the pandemic may have taken those who had been slow to adapt to the new times by surprise, but for everyone else, it is nothing more than an acceleration of something they already knew. That is why "digital transformation" is the companion of those who know that the new times are not about technology, but how the correct use of technology can free up resources to be allocated to the differentiating factors in a competitive market that is also constrained by difficulties.
One of these differentiating factors, which has also been gaining ground and is now asine qua non business vector, is the Customer Experience. In our aim to leave no one behind, we must go one step further than recommending a cultural change in organizations to successfully face the new times. It is time to call a spade a spade, and that task begins with knowing what questions make up a true Customer Experience. For both those who feel left behind by the "new normal" in business and those who have secured their place in it and want to use tools to verify their path, we have prepared an infographic with the key questions of the Customer Experience.
If your organization is ready to ask these questions, it is also ready to lead in the difficult but exciting times ahead of us. And if it isn't, change what you need to change, because without them it will be very difficult to survive.
