Pedro Maya discusses the evolving customer communication landscape, highlighting a shift from phone to digital channels, especially in collections.
Despite this shift, telephony remains crucial for engagement. Consumers favor asynchronous communication for privacy and convenience. Businesses are urged to invest in understanding communication’s broader impact and embrace digital platforms like SMS for universal connectivity.
Effective engagement fosters customer interaction, encouraging open dialogue about payments and assistance. The abstract underscores the significance of adapting communication strategies to engage customers effectively.
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