11 min read
Esteban Cordero | May 13, 2026
Customer experience programs often fail not because organizations lack ambition but because they start in the wrong place.
In 2026, Digital Transformation is no longer a strategic option; it has become the very foundation of corporate existence.
Usually, discussions about prices usually appears in moments of pressure.
"Digital transformation is not about technology—it is about people, processes, and the relentless pursuit of value." — Satya Nadella, CEO of Microsoft
Let’s be honest: most companies don’t have a talent or effort problem.
"AI is not a technology. It is a new way of running the company." — Marco Iansiti and Karim R. Lakhani, Harvard Business Review.
"The real problem is not whether machines think but whether men do." — B.F. Skinner
There is a pattern that repeats itself with striking frequency in organizations of different sizes, industries and levels of analytical maturity.
In an environment where customer acquisition is increasingly costly and competitive, the real differentiator is no longer just generating more leads,...
Personalization stopped being a differentiator a long time ago. Today, it is simply the starting point.
