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 to Turn CVM Technology Projects into Revenue
Dushyant Panchal (https://www.linkedin.com/in/dushyant-panchal-52456018/?isSelfProfile=false), Senior Lead – CVM at MyRepublic (https://www.linkedin.com/company/myrepublic/), has managed 10 to 15 marketing automation rollouts for telcos from Southeast Asia to South America.
He shares how to turn big CVM technology projects into revenue in three phases – business case, implementation and adoption.
Key takeaways
[00:05:09] Why pricing wars are pushing telco revenues down in every market
[00:13:59] "It's not always a technology game… you have to rethink the engagement strategy as well"
[00:20:31] Why the business outcome is the first question before any platform decision
[00:23:12] How speed to market – 2 hours vs 5–10 minutes per campaign – shapes the business case
[00:24:47] How to align every department before the project starts
[00:26:47] "Launching a project is not only the success – how efficiently we are launching the project, that's the real success"
[00:28:36] "Keep everyone aligned and informed, educate them on the platform"
[00:32:13] The roadblock nobody plans for – another team changing its system days before go-live
[00:38:57] "You cannot suddenly ask them to go on $15, right?
[00:48:31] The 70-day end-to-end implementation Dushyant is proudest of
Connect with us
Web: https://www.exacaster.com/cvmstories/ (https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbDk5Umd4N0xwbTc5UGdpRHRzUWg5aU1QUU1vZ3xBQ3Jtc0trbkpOZzhEZUppOTk2dHVuVFhNMHhRaHdkSFc5Zjg5WVF3d1NVQ3l1RzdsOHllNlJ0dHVKa0xFay1GVmNBQTlKNnFwOUwxaGJnR05ZQjR0dzRzS2NCOEh4SC1WcUgyZHlkd2J2VmV1c3BCeV9IdjV1TQ&q=https%3A%2F%2Fwww.exacaster.com%2Fcvmstories%2F&v=WycA208Hnmo)
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31 Jul 2026
🎙️Global B2B CVM: Winning Hearts Before Scaling Results
In this episode, Kaan Fişek (https://www.linkedin.com/in/kaan-f-a6843154/), Head of Customer Value Management & Base Marketing at Ooredoo Qatar (https://www.linkedin.com/company/ooredooqatar/) shares how to scale CVM globally without the friction.
What if the biggest barrier to scaling CVM wasn’t strategy or technology, but people? Kaan shares the partnership playbook that turned resistance into collaboration across European markets, ultimately leading to CVM contribution growing from 10% to 40% in one market.
Key takeaways
[00:02:50] Kaan's 14-year telco journey – from computer engineering to CVM leadership
[00:08:55] The CVM factory: data, channels, treats, and orchestration
[00:22:53] Building forums and quarterly case study sharing across markets
[00:23:35] "No one likes to be told what they should be doing"
[00:25:16] Benchmarking capability and maturity across operations
[00:27:55] Building intelligence: map wallets, vendors, satisfaction, buying cycles
[00:28:40] The result: CVM contribution grew from 5-10% to 33-40%
[00:31:15] "Global roles involve a bit of lobbying and politics"
[00:31:30] "It's exactly like a B2B sales pitch"
[00:45:52] "There was no question around CVM bringing value"
Connect with us
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22 May 2026
🎙️ Autonomous CVM in Telco: The What and the How
Silvia Gomez Dominguez (https://www.linkedin.com/in/silviagomezdominguez/), with 20 years of CVM and CX experience across Optus, Vodafone, KPMG and Westpac, co-author of the CVM Body of Knowledge (https://exacaster.com/cvmbok/) 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 CVM reshapes the three brand layers – awareness, preference, conversion
[00:11:09] "You wouldn't get those options even presented to you if you do not meet the minimum criteria"
[00:21:56] "The biggest mistake would be just to replicate what we do today with AI"
[00:24:33] The three AI layers in autonomous CVM – predictive, generative, agentic
[00:31:12] Why the head of CVM must team up with the head of AI
[00:35:55] Why a hybrid operating model wins over centralisation or autonomy
[00:43:52] "There will be much more autonomy. It's super important that we embed the risk frameworks properly"
[00:46:45] Why autonomous CVM needs continuous risk frameworks
[00:54:51] "Rethink the processes using the new technology – don't just replicate what you do today with AI"
Connect with us
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Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Apple Podcasts (US)
5.0 / 5
1 ratings
Spotify
5.0 / 5
13 ratings
Podcast Authority Score: 41 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
49
Social presence
0
YouTube
0
Engagement
82
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