Innovator 3

Powering reliable engagement at massive scale with Nova Gestões

Nova Gestões

Meet Juliano Skrzyszowski, CTO

As Chief Technology Officer, Juliano brings over two decades of experience in finance, technology, and asset recovery to Nova Gestões. He leads the company’s drive for innovation, using technology to deliver efficient, people-centered financial solutions to major banks and local cooperatives across Brazil.

Juliano Skrzyszowski, CTO of Nova Gestões

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The critical challenge

Nova Gestões aimed to scale customer communication without losing quality, personalization, or strict regulatory control while handling millions of financial negotiations every month.

Their task was to integrate a programmable, multi-channel ecosystem directly into their core business logic. A data-first approach provides the governance and real-time visibility necessary to manage millions of sensitive interactions while ensuring every touchpoint remains professional, compliant, and effective.

Achieving and maintaining this level of technical agility was vital for Nova Gestões because in the debt recovery sector, the intersection of high trust and deliverability is what drives performance.

Juliano's predictions

Predictions for the future of CX

The next great frontier in customer engagement technology will be uniting technology, data, context, and trust to create predictive hyper-personalization.

We will leave behind reactive engagement, where we wait for the customer to act, for a world where AI understands the customer's emotional "timing" even before the first contact is made. The challenge is not just knowing who to call but knowing the exact emotional tone and proposal that will fit that person at that specific moment. Technology has already mastered the logic of engagement, but it's still learning about emotions and behavior.

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Pillars of innovation

Data-driven personalization

By leveraging high volumes of information and continuous data analysis, Nova Gestões built personalized journeys exclusive to each customer. Millions of sensitive financial negotiations are now tailored to the individual’s specific context instead of following a generic script.
High-availability governance

For Nova Gestões, technical evolution is inseparable from risk management. They prioritize proven scalability and strict SLAs to ensure that their communication channels are always open. This allows them to scale to millions of customers while meeting the compliance demands of the financial sector.
Deep technical integration

The company utilized mature, well-documented APIs to integrate programmable communication directly into their existing technology stacks. This deep integration now allows them to maintain full control over their core business logic and decision engines.

Tips from Juliano

Best practices for CX

Understand your journey

Don't just hand over your core business to third parties. Build your own orchestration layer and have your own decision engine. Know your customer deeply and understand their needs before asking yourself which channel to use.
Seek reliable partners

Prioritize working with partners who strictly adhere to channel policies. The means of contact between you and your client must be impeccable. Ensure that the communication channel is being respected, so that it is always an open channel.
Let metrics define culture

Only what is measured can be improved. Create KPIs for all relevant indicators. Only then will you be able to understand behavior and, consequently, improve.

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"We serve millions of customers every month, navigating complex and sensitive financial negotiation journeys. Twilio has enabled us to build a programmable, multi-channel communication ecosystem integrated into our core business, transforming communication into a strategic asset, not just an operational one."

Juliano Skrzyszowski CTO, Nova Gestões

Outcomes

Nova Gestões' results with Twilio

Lower first response times

Integration with Twilio enabled a drastic reduction in the first response rate.
Decreased cost per contact

A significant increase in conversations initiated through digital channels lead to a reduction in the cost per contact.
Higher trust and engagement

Real-time analysis of all interactions provided governance for communication and enabled rapid, continuous improvement.