2. Contributes to business resilience

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The features enabled by digital tools play a central role in this growth. They improve the customer experience by streamlining and optimizing a series of processes: from the e-commerce proposal that becomes increasingly profiled, to the possibility of completing the purchase from any platform with a simple click to the elimination of unnecessary paper documents. All these steps translate directly into business performance such as new revenue , reduced service costs and higher ROI .

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Markets reward customer-centric companies . Digital tools that collect and process guatemala whatsapp resource customer data from multiple touchpoints enable companies to adapt flexibly to consumers' needs and to have a complete overview of the progress of their interactions. This makes it possible to map the customer journey more precisely and accurately and to deal more effectively with short-term fluctuations and long-term market conditions .

According to a Harvard Business Review Analytic Services (HBRAS) survey of 1,100 executives, only 15% reported having access to a comprehensive view of customer data, and only 17% of organizations were able to provide real-time market insights and actively drive engagement. Optimizing operating models—modernizing IT infrastructure and breaking down information silos—is critical to supporting a customer experience strategy and deriving insights that are truly useful in overcoming sudden crises and unexpected events .