The Playbook With David Meltzer Turning Customer Friction into Billion Dollar Growth
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Sep 3, 2025 Dushyant Sharma, the visionary Founder and CEO of Paymentus, shares insights from transforming bill payment systems for utilities, insurers, and governments. He discusses how to turn customer frustration into a smoother experience, emphasizing the importance of flexibility and clarity. Discover how aligning payment solutions with real customer needs not only slashes service calls but also boosts collections. Dushyant highlights the culture that keeps Paymentus agile, and why focusing on overlooked clients paved the way for massive growth.
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Make Essential Chores Frictionless
- Bill payments are essential and disliked, so making them easier captures steady value.
- Paymentus focuses on choice, clarity, and speed to improve collections and customer experience.
Prevent Calls By Preempting Questions
- Reduce expensive service calls by answering customer questions before they pay.
- Automate accessible info so customers act, not call, when it's time to pay.
Offer Choice To Boost Payments
- Give customers multiple payment choices and communication channels.
- Let them pay when and how they prefer to increase on-time collections.