The customer experience is in the process of absolute transformation due to the confluence of three literally critical elements: digitalization (which came around with the change of century), the pandemic (which has meant an acceleration of the previous one; some have talked about the equation “6*6=26.” This is a way of saying that in six months of the year 2020—from March to October—there was an acceleration of digitization equivalent to that which could have been expected by 2026) and population aging throughout the West. In this context, we can identify the following more or less radical transformations: Low costThe current state of affairs has created a dual economy between those who could save during lockdown and the strangeness of the economic situation, and those who have lost purchasing power (if not their job or their company). In Spain, it is said that 30% of the population has lost 30% of its purchasing power. Safe experiencesAll companies must emphatically guarantee safe experiences; healthcare and the emphasis on the “low touch economy” are here to stay. CocooningStaying at home is the new way to go out. While, all over the world, individuals and families are in need of social experiences, the home as a hub or a “bunker” where you can be safe together with those closest to you. Digital by defaultIn customer experience, it would not be understandable to not prioritize the digital experience. For health reasons, but also for operational and cost reasons. PhygitallThe customer wants digital experiences, but physical and “complete” (all) experiences. So, they may start browsing on a tablet and, after livestreaming with an advisor on the computer, end up a few hours later requesting a quote on a smartphone or requesting a face-to-face appointment to go to a store. “ROPO” “Online to store,” and the like are concepts that are here to stay. PlatformizationAmazon and Netflix, new sources of knowledge, companies to imitate. What can be software will be software. Own versus enjoy; “enjoy everything and own nothing,” could be a trend (more sustainable, by the way) that comes with the times and accelerates with the economic vision of the pandemic. Chatbots, programming, cognitive marketingArtificial intelligence and big data, coming together to deliver personalized, friendly, and, not necessarily less human, experiences to customers who want it all. Nothing will be the same and, perhaps, the millennium really began in March 2020. What is clear is that the new digital economy has undergone an acceleration, which will only go faster, in a society full of questions about jobs, income, equality, health and life.●