CVM Stories
CVM Stories is a podcast dedicated to Customer Value Management (CVM), featuring interviews with experts who share insights on customer base management in telecom and other industries. Topics include data analytics, personalization, customer experience, technology, and leadership. The show aims to build a community for CVM professionals and those curious about the field.
Episodes
🎙️ Autonomous CVM in Telco: The What and the How
Silvia Gomez Dominguez, with 20 years of CVM and CX experience across Optus, Vodafone, KPMG and Westpac, co-author of the CVM Body of Knowledge and founder of the Women in Customer community, joins us to define autonomous CVM in telco – and walk through the practical path to build it.Key takeaways[00:01:00] Why Silvia founded the Women in Customer community for CX leaders[00:05:49] How autonomous
🎙️ Defining the Agentic CVM Era
Özge Efe Aşcı, Senior Manager – Customer Lifecycle Value Management & AI at Vodafone, has spent nearly 15 years driving CVM across multiple markets. For years, CVM's mantra was right offer, right channel, right time. In this episode, he shares why that playbook is breaking and how agentic CVM is rewriting the rules of personalisation.Key takeaways[00:03:33] Why CVM is the real growth engin
🎙️Reducing Postpaid Churn Without Ever Giving Discounts
Gabriel Felipe Cortes Molina, Senior Loyalty and Retention Manager at Tigo Colombia, reveals how his team reduced postpaid churn without relying on discounts. With 12 years of experience, he shares the operational playbook behind proactive communication, rapid response teams, and cross-functional alignment.Key takeaways[00:04:28] “When you start to give discounts, you are only giving value to the
🎙️The Hidden Power of Transactional Communication in CVM
In this episode Matthew Tilling, Senior Product Manager at Exacaster, shares a massive opportunity for CVM leaders - transactional comms.What if your highest-engagement channel wasn’t marketing, but transactional messages like bills, alerts, and service updates? Matt shares a playbook for unifying these chaotic comms and turning them into a growth engine.Key takeaways[00:01:10] Transactional vs co
🎙️The CVM Trends 2026: Telecom Edition
The CVM Trends 2026: Telecom Edition report on the latest strategies, tools, and shifts shaping the Customer Value Management just dropped!Listen to the CVM Trends Talk, where the experts – Silvia Gomez Dominguez (CVMBoK book co-author), Marek Wiktor Grabowski (B2C CVM Director at Orange Poland), and Sahar Ehsan (Value Steering & CVM Operations at Zain Kuwait) – break down the key insights.*Ke
🎙️How Strict Government Rules Secretly Drive ARPU Growth
In our new CVM Stories episode, you'll meet Mohamed Mejri from Tunisie Télécom. He navigates some of the strictest government regulations for a telecom in the world.Tune in to hear how he and the CVM team turn rules on pricing, targeting, and messaging into real ARPU growth.Key takeaways[00:02:20] - Hyper-saturated market – 15 million users for 12 million people[00:05:15] - Regulator pre-appro
🎙️From NATO to Telco — Building Enterprise Customer Value That Wins Awards
In this episode, we sit down with Mirella-Marie Katarina Radman, former NATO project lead, now leading enterprise success at one of Canada’s largest telcos. We talk trust, renewals, and what Customer Value Management (CVM) teams can borrow to win in long-game, high-stakes accounts.Tune in to hear how to lead with trust, plan for renewals years in advance, and build value that doesn’t just convert
🎙️Winning CVM in Fixed Services: From Customer Lifecycle to Data Mart
In this episode of CVM Stories, we sit down with Aydin Ismayilov, Head of Customer Value Management at Aztelekom. He shares how to win in CVM in fixed services – where data is sparse, engagement is slower, but the impact can be massive.You’ll hear how to master customer lifecycle management, household-level targeting, smart cross-sell, and how to build a high-performance CVM data mart that actuall
🎙️How to Build a Customer-Centric and Profit-Driven Culture
In this episode of CVM Stories, we sit down with Orkhan Alipashayev, Head of CVM and BA at Aztelekom, and Aykhan Baylarov, Founder of Dominanta Experience, as they share how to build a customer-centric and profit-driven culture from the ground up.Tune in to hear how they transformed customer experience in a telco from zero to national ministerial praise, what challenges they faced, and the key ste
🎙️Driving Growth through Monetization with Super Apps in Telecom
In this episode of CVM Stories, we chat with Ryan J. Alvarez, the CEO of VIVA Bolivia, about the impact of super apps on telco revenue.Tune in to hear why now is the perfect time to explore advertising through super-apps, and how this shift is changing the way CVM teams grow revenue.Key takeaways[00:01:00] Ryan’s telecom roots and entrepreneurial journey[00:06:00] Why VIVA bought a distressed telc
🎙️ Turning Sign-ups into Superfans in Seconds – CVM’s Magic in Fintech
In this episode of CVM Stories, we sit down with Abdallah Mashashi, Pricing Manager, Axian Group-OIF Cluster, who transitioned from telecom to the dynamic world of Mobile Money. Abdallah shares how CVM in fintech helps turn sign-ups into loyal customers from day one. Hear the secret to instant activation, building trust and dynamic pricing to make customer lifelong fans.*Key takeaways*[00:01:00] A
🎙️Building a CVM Growth Machine Beyond Upsell and Retention
This time, our guest is Adil Khabir, Head of Growth & Analytics at stc Bahrain.Adil shares how his team transformed CVM from a traditional retention tool into a fast-moving, data-driven growth machine.Key takeaways[00:01:49] Adil’s journey into CVM and why he’s still passionate after 15 years.[00:04:38] How CVM evolved from static segmentation to solving real business problems.[00:07:12] The s
CVM Trends 2025 in Telecom
Unpacking CVM Trends 2025:Telecom Edition reportListen to Egidijus Pilypas from Exacaster and CVM experts Marek Wiktor Grabowski from Orange Polska, Silvia Gomez Dominguez, Customer Engagement Expert, and Thierry Awetimbi from Vodacom Congo as they discuss how key trends will drive CVM in 2025.Key Takeaways00:00:00 – Introduction to CVM trends report event00:02:10 – CVM reporting structures and ch
🎙️ Inbound Marketing for Unstoppable CVM Growth
In this episode, we’re joined by Amit Khanna, Marketing Consultant at MTN Ivory Coast. Amit shares how inbound marketing fuels growth in CVM by focusing on what customers actually need.
Tune in to hear why inbound beats outbound approach and how to create a powerful strategy using a five-pillar framework.
*Key Takeaways*
[00:01:43:18] Amit’s journey in marketing and CVM
[00:04:47:10] Th
🎙️How Data Management Lessons from the Air Force Helped Grow a Telecom
In this episode, we’re joined by Mike Burkes, Senior Vice President of Enterprise Information Management at Ultra Mobile. Mike's experience in the Air Force helped drive a data transformation in a telecom company that has grown from 140 to 700 employees.
Tune in to hear how effective data management can support growth when done right, from selecting the right technology to building efficient pro
🎙️Cutting Churn by 50% – A Strategy of Customer Focus and Team Alignment in B2B CVM
We’re joined by Alberto Arimana Celis, Head of B2B CVM at Entel Perú. With over 15 years in the telecom industry, Alberto has played a key role in building telecom companies from the ground up in Peru.
Tune in to hear his strategy for cutting churn by 50% and why customer focus and team alignment are secret sources of success in B2B CVM.
Key Takeaways
(00:02:01) 15 years of experience in telecom
🎙️Create a High-Impact CVM Team that Delivers More with Less
In this episode of CVM stories, we’re joined by Irena Radokanović, CRM Automation and Customer Engagement Team Manager at A1 Serbia. With nearly 20 years of experience, Irena is a powerhouse in building high-performing CVM teams.
Tune in to discover how a lean but mighty team can deliver big results in CVM. Learn about a bold approach to creating a marketing agency-like team within a telco and w
🎙️ Breaking the Illusion of the Perfect CVM Marketing Automation Tool
This time at CVM stories we are joined by Kwame van Eijndhoven who will breaks down what it takes to run effective CVM marketing automation.
Tune in to hear about the key questions often missed when choosing a campaign automation tool, why people are crucial to the success of every transformation project, and more!
Key Takeaways
[00:06:52] Introduction - Meet Kwame, a 15-year veteran in camp
🎙️ Growing Revenue and Retention in Mobile Apps: Tricks You Need to Know
Welcome to CVM Stories Season 3! In our second episode, we’re joined by Mantas Ratomskis.
Mantas reveals his strategies for growing revenue and retention in mobile apps. From managing critical user lifetime stages from the first 24 hours onward and sharing tricks to increase retention – tune in to hear this and more!
Key Takeaways
[00:04:45] The importance of the first 24 hours in user rete
🎙️ Achieving 2x CVM Revenue Benchmark with Strategic Management
Welcome to CVM Stories Season 3! Kicking off our first episode, we talk with Elchin Gulmammadov, Group Marketing Director at Azerconnect Group.
Elchin spills the beans on doubling your CVM revenue benchmark through strategic management. From customer-centric AI applications and tailor-made solutions to smart team management – tune in to discover all this and more!
Key Takeaways
[00:00:06:16]
🎙️CVMBoK Launch: Empowering Customer Value Managers
We’re excited to introduce the Customer Value Management Body of Knowledge (CVMBoK) – the first and only comprehensive guide that helps unlock the value of the CVM function.
Join Egidijus Pilypas and Šarūnas Chomentauskas, the founders of Exacaster, as they share the story behind the CVMBoK. Learn how it turns CVM function into a growth driver and why it marks the beginning of making this profe
🎙️Emotional Connection The Super Weapon in CVM
In this episode, together with Silvia Gomez Dominguez we explore the power of emotional connection as a key strategy to reduce churn and boost customer lifetime value.
Emotional Connection. It’s powerful. Silvia’s seen the numbers. Conversion rates go up. Churn goes down. Lifetime value? It increases. But how do you make that happen?
Key Takeaways
[00:00:00] Build connections beyond transact
🎙️ What Are the 24 Communication Channels of Customer Value Management?
In this episode, join Tommy Wahyudi from Indosat Ooredoo as he explores Customer Value Management (CVM) and how integrating 24 unique communication channels can enhance customer engagement and drive revenue growth. Discover how Tommy uses contextual offers to make each customer interaction meaningful and effective.
Key Moments:
00:00:15 - Introduction of the Episode and Guest, Tommy from Indosa
🎙️ Data Points to CVM Success: From Data Chaos to Customer Clarity
In the 11th episode from the CVM Stories season 2, Sanna Emtinger shares how Telia Norway is advancing the practice of customer value management by leveraging technology, data, and a dedicated team. Sanna underscores the importance of understanding customer data and implementing personalized communication strategies. Join us to get inspired to drive customer-centric initiatives and discover how Sa
🎙️ Dreaming Big with CVM: Treating the Country as Your Customer
Explore the essence of customer value management perfection with Marek Grabowski of Orange Poland. This episode reveals how flawless CVM execution enables the ambitious goal of viewing an entire country as your customer base. Marek details the pillars of perfection in CVM: agile team, daily operational measurement, structuring initiatives through operational cycles, and ascending through automatio
🎙️ How Telco Data shapes finance, retail, travel and digital businesses
Join us in this enlightening episode as we sit down with Hermawan Kristanto from Smartfren Telecom, Indonesia, to uncover the hidden powers of telecommunications data. Dive deep into how your phone is silently influencing the retail, banking, and transportation sectors, and discover the untapped potential of telco data.
Key Moments :
00:02:02 - Hermawan's Evolution in Telecom
00:10:11 - Telco Dat
🎙️ Why Documentation Isn't Dead: Operations Perspective in Telco
Join us as Alexis Koalla, an expert in telecom operations at Orange, shares invaluable insights how documentation fuels operational efficiency and sparks innovation. From integrating new CVM tools to aligning diverse business units, Alexis discusses strategies that challenge preconceptions and redefine success in the digital era. Don't miss the chance to elevate your approach to customer value man
🎙️ What if You Had to Live with Your Customers 24/7 ?
Dive into 'What if You Had to Live with Your Customers 24/7,' where Paul Rutter, a seasoned customer experience maestro from the cruise industry, shares the profound impact of 24/7 customer and colleague relationships. With decades of experience, Paul reveals how constant proximity reshapes service delivery, team dynamics, and the very fabric of customer relationships. This episode is a deep dive
🎙️ GenAI: Your New Best Friend or Boss?
🤖 'GenAI: Your New Best Friend or Boss?' episode explores whether genAI is here to augment our capabilities or overshadow our roles.
👨💼With Rokas Narkus we unpack GenAI's role in our lives and work, highlighting key differences between Generative and General AI, and exploring transformative use cases like chatbots, IVR systems, and employee empowerment tools. Tune in for a thought-provoking dis
🎙️ Turning Data into Gold: How Startups Help to Innovate in Telco
🎉 Celebrating a milestone in innovation, this special episode of CVM Stories marks 13 years since a pitch that changed everything! 🚀
👨💼 Join our host Sarunas and Egidijus as they reunite with Mindaugas and Daniel in a nostalgic look back to the day they pitched their vision. Their successful pitch not only won the room but laid the foundation for what would become Exacaster.
🤔 Why do telecom co
🎙️ How to Run CVM When Families Live on $2/Day?
Dive into the compelling world of Vodacom Congo's telecom strategies on 'How to Run CVM When Families Live on $2/Day?,' an episode that brings to light the distinct challenges of Customer Value Management (CVM) in an economy where most live on just $2 a day. 🌍 We take an in-depth look at how Vodacom navigates the unique complexities of a market overwhelmingly dependent on prepaid services, where f
🎙️ Winning Data Analytics with Formula 1 Principles
Let us introduce Justas Jankūnas, a Team Lead at Exacaster, who has a unique blend of business and technical know-how. Justas shares his insights and strategies for the world of data analytics, Machine Learning (ML), and Customer Value Management. He discusses the crucial collaboration between analytics and CVM teams, the impact of ML in telecom, and the challenges and best practices in implementi
🎙️ Navigating Change and Customer Value Management
In this episode of CVM Stories, we sit down with Florian Schwarz, a Program Lead in Data-Driven Marketing at A1 Telekom Austria. Florian has over a decade of experience at the forefront of customer value management and data-driven marketing, and he's here to share his expertise. From tackling churn challenges to navigating the complexities of CVM in the digital age, Florian covers essential topics
🎙️ Adapting Channels for Modern CVM Strategies
Meet Matt Tilling, Head of CRM at Telia Lithuania. After developing data-driven customer strategies and consulting in the UK, Matt ended up in Lithuania, where he's driving digital transformation in a Swedish multinational telecom. We explore the evolution of communication channels, the changing face of customer engagement, the delicate balance between becoming customer-centric and achieving busin
🎙️ How to Drive Successful CVM Projects in Telco?
What makes Customer Value Management projects really work? How do you make sure things go smoothly and you get great results? In this episode, we're going to explore the key things that lead to successful Telco CVM projects. Our guest, Ignas Zurauskas, is an expert in this field and will share insights that can help you in your own CVM work.
00:19 - Guest intro
01:17 - Account Managers role
0
🎙️ Navigating Data, Customers and Service Excellence
In this episode, join us for an insightful conversation with Paulius Grygalis, an accomplished leader in the telecommunications industry. With a sharp focus on data analytics, customer base management, and customer service, Paulius shares his expertise in navigating these interconnected domains. Discover how Tele2 Lithuania leverages data-driven insights to enhance customer value and satisfaction.
🎙️ Retail vs Telecom: Harnessing Customer Data
Discover the power of data analytics in the worlds of Retail and Telecom! Join our conversation with Ruta Krisciunaite-Hartley, a Head of Shopper Marketing & Insight @ IKI, one of the biggest retailers in Lithuania. We explore how customer value management is different in Telecom and Retails how these industries leverage data to understand consumers, optimize operations, and make strategic dec
🎙️ Driving Customer Engagement with Marketing Automation
Why marketing automation is gaining increasing importance in today's business landscape? What factors to consider when choosing the right automation tool? What the future holds for this dynamic field? In this episode Vytautas Jurkus, a senior manager for CRM, User Experience and Marketing Automation at Western Union, shares his extensive 15 years of experience in marketing automation across te
🎙️ Next Best Offer: The Highs, Lows & Secrets of Implementation
How to implement Next Best Offer successfully? How to address data challenges, design a comprehensive offer catalog, integrate with multiple channels, engage agents? Egle Baradinskiene has implemented over 40 Next Best Offers all around the world! Tune for the new "CVM Stories" podcast episode and get ready to delve into the world of NBO!
0:00 Teaser
01:00 Intro
02:24 Educational and c
🎙️ CBM role: Reaching KPIs and Overcoming Challenges
Kristine Raumane, Customer Base Manager at Tele2 Latvia, provides a glimpse into the role of a customer base manager (CBM). Kristine shares her insights on how CBMs can make a significant impact on a company's success. Tune in to discover the qualities needed to excel in this role and gain valuable insights into the strategies that CBMs employ in their day-to-day operations.
In this episode y
🎙️ CVM Essentials, Personalization, Pricing, and Data Analysis
“CVM Essentials, Personalization, Pricing, and Data Analysis" by Ignas Brazdauskas, an experienced Telco professional with a 12-year background in Lithuania and Qatar. Ignas shares his expertise on crucial elements working with data and he offers valuable insights into the unique challenges and opportunities of CVM in different markets.
In this episode, you'll learn about:
Customer Val
🎙️ What CVM Stories Podcast is About?
Šarūnas Chomentauskas & Egidijus Pilypas, founders of Exacaster and hosts of CVM Stories, share their motivation behind this podcast, discussing their passion for Customer Value Management (CVM) and sharing their journey in the field.
In this episode you will learn:
Part 1: Why did we decided to launch a podcast on customer value management?
Unique insights from Šarūnas and Egidijus working
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