Digital transformation requires permanent capability and customer-centric management

Modern digital transformation must be treated as a permanent organizational capability rather than a finite project. A 2026 ManageEngine survey of 1,000 decision-makers across five Latin American countries revealed that 76% of organizations spend more on maintenance than on innovation, highlighting the difficulty of evolving technology amidst daily operational demands.

To succeed, companies must plan for post-implementation relevance, defining responsibilities and resources before modernization concludes. Success depends on continuous evaluation and the active involvement of business areas to ensure systems remain useful.

Furthermore, businesses face a disconnect between internal vertical structures and the horizontal experience of the customer. While companies often organize into silos like sales, operations, and technology, customers expect seamless interactions. Poor customer experiences are frequently the result of internal management failures—such as fragmented information and redundant requests—rather than simple service issues.