When sending and receiving, asking and getting an answer, happens asynchronously, it takes more work to get to a point  where things can move forward.

This work is often invisible until you try and capture it in a Customer Experience Score.

At which point, it’s a good idea to ask: “How much of this can I make synchronous instead?”

Over the last 10 years or so, we’ve got so used to tech that allows us to operate asynchronously that we default to it.

Now we have tech that makes it much easier to operate synchronously too – even across time-zones.

Perhaps that should be our new default?