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 actually drives results Key takeaways [00:02:02] Aydin’s telco journey from call center to CVM head [00:04...
Jul 09, 2025•58 min•Season 4Ep. 5
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 steps they took to build it. Key takeaways [00:01:00] Launching CVM from zero in a state-owned telco [...
Jun 05, 2025•1 hr 14 min•Season 4Ep. 4
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 telco to prove the concept [00:07:00] The creation and purpose of the Alva protocol [00:10:00] Super...
Apr 30, 2025•59 min•Season 4Ep. 3
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] Abdallah’s journey from telecom to fintech [00:05:00] How pricing strategies differ in mobile money...
Mar 25, 2025•1 hr 2 min
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 secret to CVM success: tie it to business strategy. [00:08:41] Why agility and iteration beat tr...
Mar 25, 2025•55 min•Season 4Ep. 1
Unpacking CVM Trends 2025:Telecom Edition report Listen 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 Takeaways 00:00:00 – Introduction to CVM trends report event 00:02:10 – CVM reporting structures and challenges 00:03:56 – Infrequent KPI tracking raises concerns 00:05:31 – Importance of C-level CVM...
Nov 12, 2024•1 hr 25 min
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] The importance of inbound marketing in telecom [00:09:23:14] Understanding customer data and behavior [00:13:00:0...
Nov 07, 2024•54 min•Season 3Ep. 8
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 processes and strong teams. Key Takeaways [00:11:01:05] Moving from outdated reports to real-time data [0...
Oct 16, 2024•1 hr 10 min•Season 3Ep. 7
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 (00:10:15) 30% market share growth in Peru over 10 years (00:11:16) B2B vs. B2C strategies in CVM (00...
Sep 25, 2024•53 min•Season 3Ep. 6
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 why it keeps them agile, innovative, and always ahead of the game. Key Takeaways (02:30) Building a Min...
Sep 25, 2024•53 min•Season 3Ep. 5
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 campaign management. [00:07:25] Career Journey - From studying communications to mastering CRM at Vodafone. [0...
Aug 14, 2024•1 hr•Season 3Ep. 2
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 retention. [00:14:40] The necessity of ongoing engagement to prevent user dormancy. [00:16:23] Early stage user...
Jul 31, 2024•55 min•Season 3Ep. 1
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] KPIs are essential for steering daily operations. [00:06:09:03] Curiosity, analytical skills, and creativ...
Jul 16, 2024•1 hr 10 min•Season 3Ep. 1
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 profession famous! Episode Highlights [ 00:01:24 ] Origin story: CVMBoK started from a need. No comprehensiv...
Jun 11, 2024•21 min•Season 2Ep. 14
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 transactions. It’s not just about selling. [ 00:02:38 ] Understand customer needs and moments that matter. Pers...
Jun 06, 2024•56 min•Season 2Ep. 13
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 Indosat Ooredoo 00:02:30 - Tommy's role at Indosat Ooredoo and the strategic importance of the 24-channel app...
May 02, 2024•59 min•Season 2Ep. 12
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 Sanna's approaches are improving customer interactions. Key Moments: 00:00:59 - Sanna's Introduction a...
Apr 17, 2024•1 hr 4 min•Season 2Ep. 11
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 automation levels within customer base management. Key Moments: 00:01:23 - Marek's Telecom Family Legacy and ...
Apr 04, 2024•57 min•Season 2Ep. 10
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 Data: Shaping Retail & Banking 00:15:42 - Digital Businesses & GDPR Compliance 00:23:28 - The En...
Mar 22, 2024•1 hr 1 min•Season 2Ep. 9
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 management and operational strategy. Plus, discover Alexis's top book recommendations for personal and...
Mar 06, 2024•59 min•Season 2Ep. 8
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 into the art of creating unforgettable customer experiences, managing crises with empathy, and build...
Mar 01, 2024•1 hr 4 min•Season 2Ep. 7
🤖 '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 discussion on AI's future. 🔍 Why are some companies thriving with GenAI while others tread cautiously...
Feb 09, 2024•1 hr 14 min•Season 2Ep. 6
🎉 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 companies, with their treasure trove of customer data, fall short in monetization while giants like...
Jan 24, 2024•1 hr 27 min•Season 2Ep. 5
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 financial constraints dictate customer behavior and choices. This episode unveils the innovative str...
Jan 10, 2024•57 min•Season 2Ep. 4
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 implementing ML operations (MLOps). Justas draws inspiration from the world of Formula 1 racing, where precis...
Dec 07, 2023•1 hr 12 min•Season 2Ep. 3
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 such as customer centricity, churn management, the role of AI and ML in customer value management ...
Nov 14, 2023•58 min•Season 2Ep. 3
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 business goals. Tune in for a conversation at the intersection of CRM, digital transformation, and custo...
Oct 26, 2023•1 hr 15 min•Season 2Ep. 1
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 02:39 - CVM Maturity Assessment 04:24 - Top challenges in CVM teams 06:25 - Over communication with custom...
Sep 05, 2023•59 min•Season 1Ep. 10
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. From the integration of AI-driven chatbots to the intricacies of team motivation, Paulius emphasiz...
Aug 23, 2023•1 hr 5 min•Season 1Ep. 7
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 decisions. Gain fresh insights and valuable lessons that apply to any business environment. Tune in now...
Aug 01, 2023•1 hr 2 min•Season 1Ep. 6
