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CVM Stories

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by A podcast on Customer Value Management

5.0(13 reviews)
42 episodes
Updated Bi-weekly
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41

Podcast Authority

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FairBased on show quality, social media presence, reviews, charts, and more
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Quality49
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YouTube0
Engagement82
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Podcast Overview

Calling all Customer Value Managers and those curious about the world of CVM! If you've ever found it challenging to gather information in this field, we've got your back. CVM Stories features the brightest minds who will share their diverse perspectives on customer base management in Telco and other industries. Together, we explore topics like data analytics, personalization, customer experience, technologies, leadership, and more. Join us on this journey as we build a community of CVM professionals! #bigdata #marketing #cvm #customerexperience #analytics #telco

Language

🇺🇲

Publishing Since

6/6/2023

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41

Podcast Authority

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FairBased on show quality, social media presence, reviews, charts, and more
Pod Engine
Quality49
Social0
YouTube0
Engagement82
Learn more
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1h 1m
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36 episodes over 2.2 years

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Recent Episodes

Episode thumbnail for 🎙️ Autonomous CVM in Telco: The What and the How

May 22, 2026

🎙️ Autonomous CVM in Telco: The What and the How

<p><a href="https://www.linkedin.com/in/silviagomezdominguez/" target="_blank" rel="noopener noreferer">Silvia Gomez Dominguez</a>, with 20 years of CVM and CX experience across Optus, Vodafone, KPMG and Westpac, co-author of the <a href="https://exacaster.com/cvmbok/" target="_blank" rel="noopener noreferer">CVM Body of Knowledge</a> 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.</p><p><br></p><p><strong>Key takeaways</strong></p><p><br></p><ul><li>[00:01:00] Why Silvia founded the Women in Customer community for CX leaders</li><li>[00:05:49] How autonomous CVM reshapes the three brand layers – awareness, preference, conversion</li><li>[00:11:09] &quot;You wouldn&#39;t get those options even presented to you if you do not meet the minimum criteria&quot;</li><li>[00:21:56] &quot;The biggest mistake would be just to replicate what we do today with AI&quot;</li><li>[00:24:33] The three AI layers in autonomous CVM – predictive, generative, agentic</li><li>[00:31:12] Why the head of CVM must team up with the head of AI</li><li>[00:35:55] Why a hybrid operating model wins over centralisation or autonomy</li><li>[00:43:52] &quot;There will be much more autonomy. It&#39;s super important that we embed the risk frameworks properly&quot;</li><li>[00:46:45] Why autonomous CVM needs continuous risk frameworks</li><li>[00:54:51] &quot;Rethink the processes using the new technology – don&#39;t just replicate what you do today with AI&quot;</li></ul><p><br></p><p><strong>Connect with us</strong></p><p><br></p><p>Web: <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDk5Umd4N0xwbTc5UGdpRHRzUWg5aU1QUU1vZ3xBQ3Jtc0trbkpOZzhEZUppOTk2dHVuVFhNMHhRaHdkSFc5Zjg5WVF3d1NVQ3l1RzdsOHllNlJ0dHVKa0xFay1GVmNBQTlKNnFwOUwxaGJnR05ZQjR0dzRzS2NCOEh4SC1WcUgyZHlkd2J2VmV1c3BCeV9IdjV1TQ&q=https%3A%2F%2Fwww.exacaster.com%2Fcvmstories%2F&v=WycA208Hnmo">⁠https://www.exacaster.com/cvmstories/⁠</a></p><p>LinkedIn: <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbGVnTE1aSFB0MnE5XzR5aTdTZUxMcVlkVkZHd3xBQ3Jtc0trZmUzbTVHWjZyQ1FlckFTbUtxcG9neG82WHRVVldQYThOOEY3TDhXY1RqdHY4Tnc3X05EN09kSUxSMVhCVTFOMk9MeU85VXRfc0stVktOZnVLMWVaVEVkWnFBOTJVSUFPWVNZWnJEM0VTbS1KY2t0RQ&q=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fexacaster%2F&v=WycA208Hnmo">⁠  / exacaster  ⁠</a></p><p>Instagram: ⁠⁠⁠<a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqa1RQaW5xRzVnNEtpdm41S1B0Z0EwS0tVZmN6Z3xBQ3Jtc0tsd0RxOXgwR2RMZmpJWUx6NUFoRThzeGZsOUpkN0h1RlNiTVhKS2gzR2JNd0FiejBiZktSS2JDNnJSSFNNaUhTNXczN21qYk9aRUVoWkd2cFYxRjlEWmlmWk01R29fM2FSdTdFY0swQ1Y1ZWhiVUFVUQ&q=https%3A%2F%2Fwww.instagram.com%2Fcvm.stories%2F&v=WycA208Hnmo">⁠  / cvm.stories  ⁠</a></p><p>TikTok:⁠⁠⁠ <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqblMzS1Uzd1A4OHFlV1ZYenF3ZXowMVlJMDNZd3xBQ3Jtc0trYk41OVRZc29DcHJxY1VzcDJ1TTU2a21NNkRkNEhZd216ZUVzak9FeDU4UzdfQnpyUzhTdEdXcFFOTWVxU1RxTVdlU0RSVWFGb21vdkJGZ1drSmZfcFJjUS1UU01LX2tyOUJwV2xMTTc0QWFneXNaVQ&q=https%3A%2F%2Fwww.tiktok.com%2F%40cvm_stories%2F&v=WycA208Hnmo">⁠  / cvm_stories  ⁠</a></p><p>Video partner: ADLife Creative Studio – <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnJqOEdpVmtndVl5elVaVmt3QUFUdVBFTFBkZ3xBQ3Jtc0ttVW9qNW92OGxOSllQNXljYzVBWEVvY09FeVVsR2hpa0dlUHdYNkptZDdPSTNaQ2dWWGhRSTl2QWdLNTNoNVZ5QjFHVHJxUVlVaFpTYnd4UXlmalJsQk84bndfWU5kOUt3SUhrMHZEcDY2d0VnLTVxaw&q=https%3A%2F%2Fadlife.lt%2F&v=WycA208Hnmo">⁠https://adlife.lt/</a></p>

Episode thumbnail for 🎙️ Defining the Agentic CVM Era

April 23, 2026

🎙️ Defining the Agentic CVM Era

<p><a href="https://www.linkedin.com/in/efeasci/" target="_blank" rel="noopener noreferer">Özge Efe Aşcı</a>, Senior Manager – Customer Lifecycle Value Management &amp; AI at Vodafone, has spent nearly 15 years driving CVM across multiple markets. For years, CVM&#39;s mantra was right offer, right channel, right time. </p><p>In this episode, he shares why that playbook is breaking and how agentic CVM is rewriting the rules of personalisation.</p><p><br></p><p><strong>Key takeaways</strong></p><p><br></p><ul><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=213s">00:03:33</a>] Why CVM is the real growth engine for mature industries like telco</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=368s">00:06:08</a>] &quot;Personalization sounds very good until it&#39;s done badly&quot; – when relevance turns creepy</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=535s">00:08:55</a>] Why personalization must start from customer truth, not your product catalog</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=684s">00:11:24</a>] The cooking analogy – data is the ingredient, decisioning is the recipe, channel is the method</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=1209s">00:20:09</a>] Jobs to be done framework – understanding customer signals throughout their lifecycle</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=1455s">00:24:15</a>] Solve the open ticket first, then sell the iPhone – prioritizing customer needs</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=1674s">00:27:54</a>] &quot;True personalisation is only possible with AI orchestration&quot; – why batch campaigns can&#39;t scale</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=2176s">00:36:16</a>] Three AI transformations: natural language analytics, workflow automation, and customer relationships</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=2281s">00:38:01</a>] &quot;AI is rational – it&#39;s a complete paradigm shift&quot; – the shift to agent-to-agent commerce</li><li>[<a href="https://www.youtube.com/watch?v=WycA208Hnmo&t=2922s">00:48:42</a>] Vodafone UK&#39;s retention transformation – from legacy grids to personalized recommendations</li></ul><p><br></p><p><strong>Connect with us</strong></p><p><br></p><p>Web: <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDk5Umd4N0xwbTc5UGdpRHRzUWg5aU1QUU1vZ3xBQ3Jtc0trbkpOZzhEZUppOTk2dHVuVFhNMHhRaHdkSFc5Zjg5WVF3d1NVQ3l1RzdsOHllNlJ0dHVKa0xFay1GVmNBQTlKNnFwOUwxaGJnR05ZQjR0dzRzS2NCOEh4SC1WcUgyZHlkd2J2VmV1c3BCeV9IdjV1TQ&q=https%3A%2F%2Fwww.exacaster.com%2Fcvmstories%2F&v=WycA208Hnmo" target="_blank" rel="nofollow">https://www.exacaster.com/cvmstories/</a></p><p>LinkedIn: <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbGVnTE1aSFB0MnE5XzR5aTdTZUxMcVlkVkZHd3xBQ3Jtc0trZmUzbTVHWjZyQ1FlckFTbUtxcG9neG82WHRVVldQYThOOEY3TDhXY1RqdHY4Tnc3X05EN09kSUxSMVhCVTFOMk9MeU85VXRfc0stVktOZnVLMWVaVEVkWnFBOTJVSUFPWVNZWnJEM0VTbS1KY2t0RQ&q=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fexacaster%2F&v=WycA208Hnmo" target="_blank" rel="nofollow">  / exacaster  </a></p><p>Instagram: ⁠⁠⁠<a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqa1RQaW5xRzVnNEtpdm41S1B0Z0EwS0tVZmN6Z3xBQ3Jtc0tsd0RxOXgwR2RMZmpJWUx6NUFoRThzeGZsOUpkN0h1RlNiTVhKS2gzR2JNd0FiejBiZktSS2JDNnJSSFNNaUhTNXczN21qYk9aRUVoWkd2cFYxRjlEWmlmWk01R29fM2FSdTdFY0swQ1Y1ZWhiVUFVUQ&q=https%3A%2F%2Fwww.instagram.com%2Fcvm.stories%2F&v=WycA208Hnmo" target="_blank" rel="nofollow">  / cvm.stories  </a></p><p>TikTok:⁠⁠⁠ <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqblMzS1Uzd1A4OHFlV1ZYenF3ZXowMVlJMDNZd3xBQ3Jtc0trYk41OVRZc29DcHJxY1VzcDJ1TTU2a21NNkRkNEhZd216ZUVzak9FeDU4UzdfQnpyUzhTdEdXcFFOTWVxU1RxTVdlU0RSVWFGb21vdkJGZ1drSmZfcFJjUS1UU01LX2tyOUJwV2xMTTc0QWFneXNaVQ&q=https%3A%2F%2Fwww.tiktok.com%2F%40cvm_stories%2F&v=WycA208Hnmo" target="_blank" rel="nofollow">  / cvm_stories  </a></p><p>Video partner: ADLife Creative Studio – <a href="https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnJqOEdpVmtndVl5elVaVmt3QUFUdVBFTFBkZ3xBQ3Jtc0ttVW9qNW92OGxOSllQNXljYzVBWEVvY09FeVVsR2hpa0dlUHdYNkptZDdPSTNaQ2dWWGhRSTl2QWdLNTNoNVZ5QjFHVHJxUVlVaFpTYnd4UXlmalJsQk84bndfWU5kOUt3SUhrMHZEcDY2d0VnLTVxaw&q=https%3A%2F%2Fadlife.lt%2F&v=WycA208Hnmo" target="_blank" rel="nofollow">https://adlife.lt/</a></p>

Episode thumbnail for 🎙️Reducing Postpaid Churn Without Ever Giving Discounts

March 24, 2026

🎙️Reducing Postpaid Churn Without Ever Giving Discounts

<p><a href="https://www.linkedin.com/in/gabriel-felipe-cortes-molina-8bb026117/" target="_blank" rel="noopener noreferer">Gabriel Felipe Cortes Molina</a>, Senior Loyalty and Retention Manager at <a href="https://www.linkedin.com/company/tigocolombia/" target="_blank" rel="noopener noreferer">Tigo Colombia</a>, reveals how his team reduced postpaid churn without relying on discounts. </p><p>With 12 years of experience, he shares the operational playbook behind proactive communication, rapid response teams, and cross-functional alignment.</p><p><br></p><p><strong>Key takeaways</strong></p><p><br></p><ul><li>[00:04:28] “When you start to give discounts, you are only giving value to the market and destroying the value of the user”</li><li>[00:05:27] Three main reasons customers churn: competition, bad service, and bill shock</li><li>[00:09:51] How proactive billing alerts via SMS and WhatsApp prevent customer frustration</li><li>[00:11:33] Billing changes double or triple contact rates and churn risk</li><li>[00:17:26] Tracking repeated service signals to identify at-risk customers early</li><li>[00:19:49] “Sometimes you have to say, I’m really sorry for what you’ve gone through – it’s kind of a superpower”</li><li>[00:22:37] Competition drove a 57% price decrease in Colombia’s telecom market</li><li>[00:27:37] Aligning shared KPIs across teams to unlock collaboration on churn reduction</li><li>[00:36:13] Focus on 1–3 pain points, not 20 dashboards</li><li>[00:41:10] Gabriel’s proudest moment: building convergence during a company merger</li></ul><p><br></p><p><strong>Connect with us</strong></p><p><br></p><p>Web: https://www.exacaster.com/cvmstories/</p><p>LinkedIn: https://www.linkedin.com/company/exacaster/</p><p>Instagram: ⁠⁠⁠https://www.instagram.com/cvm.stories/</p><p>TikTok:⁠⁠⁠ https://www.tiktok.com/@cvm_stories/</p><p>Video partner: ADLife Creative Studio – https://adlife.lt/</p>

42 total episodes available

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What is CVM Stories?

Calling all Customer Value Managers and those curious about the world of CVM! If you've ever found it challenging to gather information in this field, we've got your back.

CVM Stories features the brightest minds who will share their diverse perspectives on customer base management in Telco and other industries. Together, we explore topics like data analytics, personalization, customer experience, technologies, leadership, and more.

Join us on this journey as we build a community of CVM professionals!

#bigdata #marketing #cvm #customerexperience #analytics #telco

How often does this podcast release new episodes?

This podcast updates bi-weekly.

Where can I listen to this podcast?

This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

Does this podcast accept guests?

No, this podcast does not typically feature guests.

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