Pedro Maya discusses the shift to self-serve digital channels in business, noting investments in SMS, email, and improved IVR systems.
Despite progress, the pace of digital integration remains inadequate. Digital strategies are crucial, yet their complexity and delayed returns lead distressed companies to question their tech investments. This hinders preparedness for expected high demand.
Pedro highlights the urgency for businesses to embrace digital transformation for efficient operations, emphasizing the need to balance investment despite challenges to ensure readiness for the future.
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