while social media is mutating from being a key medium for product promotion to an important tool in customer service. On the other hand, we can affirm that practically all readers of this blog already feel comfortable using digital channels to acquire what they need, reducing the amount of physical purchases they make monthly, and they may even have started to try contactless payments. At the same time, born-digital companies have generated disruption in the CX Outsourcing services market. They demand and require their suppliers to be agile, fast and flexible.