BPOs have had to update their culture, alter various internal processes and incorporate new capabilities and talents to deal with the dynamic requirements of digital companies. The above is undoubtedly only the beginning. BPOs that do not want to miss the opportunities brought by digital natives and their booming growth trajectories should nurture their relationships with them through true long-term partnerships and invest urgently, not only in new digital methods of communication, but also in flexible business models based on results, enabling them to start small and then scale quickly, as needed, without losing quality and robustness in the various processes related to the customer experience. Conclusion: 2021 and beyond Customers today feel more vulnerable, insecure and with less control than before the pandemic. Many of them have experienced financial and health constraints in the last year and a half, and have become more thoughtful and selective in their decisions, giving preference to brands they trust, while rediscovering the value of family and friendship. Likewise, purchasing patterns have also changed, showing that customers have redirected their discretionary spending towards the essentials, and it is likely to remain this way until people rebuild their financial stability. These distinctive behaviors have emerged around the world because of the way we’ve all had to adapt to life in lockdown, and they will endure for at least the next 12 months. Meanwhile, organizations will have to rethink their strategies and business models to adapt to the renewed priorities and expectations of customers. In addition, they will have to continue to focus on digital interactions, adding new channels and artificial intelligence (AI) to respond BPOs have had to update their culture, alter various internal processes and incorporate new capabilities and talents to deal with the dynamic requirements of digital companies