to customer needs. Engagement with them will continue to evolve from loose interactions across channels to seamless journeys that are proactive, asynchronous and persistent. Beyond technology, optimized processes and innovation in products and services, the way agents and employees behave can give a company a boost in its relationship with its customers. This is the simple reason why the employee experience is as important as the customer experience. Without satisfied employees, it will be virtually impossible to achieve satisfactory results for customers. On the other hand, although it is true that personalization offers substantial benefits for the customization and individualization of offers, it also generates doubt among users who are concerned about the increasing amount of information that organizations are collecting. Despite that concern, we have found that personalization is one of the strongest drivers for stimulating customer loyalty. Therefore, building trust and striking a balance between personalization and privacy must be a priority. Without a doubt, the leaders of every organization must prepare themselves to compete in a high-intensity environment. Who knows what the next big disruption will be? In 2020 it was a virus, which no one expected or anticipated. So, future growth depends not only on technological advances and innovation, but also on smart and bold marketing and strategic decisions. A delay on any of these fronts could set a dangerous precedent that condemns them to failure. We are certain that there will be winners and losers from this crisis. Are you ready to capitalize on the new opportunities that will arise? Your transforming path to future success starts now. There is no time to lose. ● Without satisfied employees, it will be virtually impossible to achieve satisfactory results for customers