Episodes
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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
[00:13:00:06] Crafting personalized offers
[00:16:13:23] What contextual marketing really means
[00:20:50:08] The impact of timing in marketing efforts
[00:23:02:06] Engaging customers across multiple channels
[00:27:30:05] The necessity of measuring outcomes
[00:32:35:15] Real-world examples of successful strategies
[00:39:31:14] Future trends in CVM and inbound marketing
[00:51:25:13] Building a customer-first culture within organizations
*Final Words*
Inbound marketing isn’t just a tactic — it’s a growth engine. By truly understanding your customers and targeting them thoughtfully, you unlock value from underserved segments. Remember, it’s not just about getting customers. It’s about building real relationships that foster loyalty and fuel long-term success.
*Connect with Us*
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/
LinkedIn: https://www.linkedin.com/company/exacaster/
Instagram: https://www.instagram.com/cvm.stories/
TikTok: https://www.tiktok.com/@cvm_stories
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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[00:11:01:05] Moving from outdated reports to real-time data [00:12:29:06] Advocating for data in every business decision [00:13:00:00] Scaling a company from 140 to 700 people through data-driven decisions [00:13:55:20] Building a data-driven culture from day one [00:14:52:00] Using data virtualization to stay agile [00:16:06:13] Building a trusted single source of truth [00:16:47:00] Monitoring data quality and understanding small nuances [00:19:02:15] Empowering teams with self-service data tools [00:23:37:13] Segmenting customers to drive growth through retention [00:26:31:06] Tackling the challenge of scaling data infrastructure [00:55:34:09] Leading with empathy and building strong data teamsFinal Words
Growth isn’t just about having data but also knowing how to use it. Educate your teams, advocate for data in every decision, and build a data-driven culture. Do that, and growth will take care of itself.
Connect With Us
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories -
Episodes manquant?
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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.
(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 (00:17:06) The power of customer profiling (00:25:45) Regular alignment with account managers\(00:25:57) Owning the communication process (00:43:20) Cutting churn by 50% through segmentation (00:29:56) Why management support is crucial (00:38:08) Prioritizing customer experience (00:41:17) Passion for CVM and its societal impact
Key TakeawaysFinal Words
Cutting churn by 50% isn’t just wishful thinking. It’s possible. This episode shows you how to do it. Focus on your customers, segment smartly, and keep your team aligned. Start implementing these strategies. Your customers — and your business — will thank you.
Connect With Us
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories -
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 Mini Marketing Agency Within a Telco
(04:15) Using Data to Fuel Creativity in Marketing
(10:45) The Importance of Monthly Campaign Planning
(17:20) Cross-Department Collaboration for Strategic Success
(19:13) Adapting to a Digital-First Strategy
(19:40) The Power of Constant Testing and Experimentation
(30:59) Balancing Ad-Hoc Requests with Strategic Planning
(36:27) Lessons from Irena’s Experience Across Industries
(43:29) Challenges in Personalization Across Channels
(48:02) Reflecting on Failures and Lessons Learned
Final Words
It’s about working smarter, not just harder. If you’re in CVM and want to make a big impact with a lean team, this episode is for you. Packed with tips you can use right away, it’s a must-listen for anyone looking to up their game.
Connect with Us
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories -
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. [00:09:04] Database Marketing - The thrill of working with customer data at banks. [00:11:37] Tools Galore - Discussing the ins and outs of Pega, Unica, and Mautic. [00:17:38] Challenges - Data quality, campaign runs, and ensuring flawless execution. [00:32:19] CVM Ops - The unsung hero of campaign management. [00:46:20] Implementation Woes - Migrating tools is a marathon, not a sprint. [00:50:54] Teamwork - Importance of onboarding and managing people through change. [00:51:26] From proudest moments to near disasters in campaign rollouts.About Our Guest
Kwame van Eijndhoven is a marketing automation guru who has worked with the majority of big marketing automation tools such as Pega, IBM Watso and HCL Unica.
Connect with Us
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories -
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 drop-offs are a major challenge. [00:18:13] Defining and measuring 'active' users is crucial. [00:19:37] Customization of user engagement strategies based on detailed segment data. [00:25:22] Effective CRM strategies can dramatically improve retention. [00:26:16] The risk of high engagement reducing lifetime value in certain models. [00:31:09] The pivotal role of customer lifecycle management in digital subscriptions.About Our Guest
Mantas Ratomskis is an expert and lecturer in product marketing and CRM. He has a proven track record of driving customer growth, building high-performing teams, and optimizing customer engagement in mobile apps and subscription businesses.
Connect with Us
Listen to CVM Stories wherever you prefer:
Web: https://www.exacaster.com/cvmstories/ LinkedIn: https://www.linkedin.com/company/exacaster/ Instagram: https://www.instagram.com/cvm.stories TikTok: https://www.tiktok.com/@cvm_stories -
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 creativity are key traits in CVM. [00:11:41:21] Alignment through regular KPI tracking keeps everyone focused. [00:12:00:10] Customer loyalty programs are crucial in prepaid dominant markets. [00:19:42:12] Aim to exceed industry benchmarks for CVM revenue contribution. [00:22:26:17] Failures are learning opportunities, not setbacks. [00:49:46:14] Focus efforts on high-value customers for maximum impact. [00:59:22:12] Automation can drastically improve efficiency and output.About Elchin GulmammadovElchin Gulmammadov is a telecom marketing visionary with 15+ years of experience. An AI enthusiast, he drives growth and customer satisfaction with cutting-edge strategies.
Connect with Us
Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/ Dive deeper into the CVM Stories: https://www.exacaster.com/cvmstories/ -
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 comprehensive guide for CVMs existed. So, one was created. [00:01:46] Global collaboration: input from CVMs worldwide. Yes, truly global insights. [00:03:03] Unexpected complexity: writing this was no sprint. Six iterations and countless hours brought it to life. [00:10:03] Cross-functional role: CVM spans many functions – legal, marketing, data, and more [00:11:27] Leadership role: CVM is about more than campaigns. It’s a leadership position. [00:14:13] Global community: CVMs face similar challenges everywhere. [00:15:33] Beyond telco: insights from other industries like finance and digital subscriptions. Learning from all fields. [00:16:45] Making CVM famous: the mission is to bring CVM out of the shadows into the limelight and make it a recognized and respected profession.Final Words
CVMBoK is live and ready to transform the customer value management landscape. Use this guide to enhance your skills, share it with your peers, and contribute to making CVM a recognized and respected profession.
Together, we can elevate the role of CVMs worldwide and ensure our expertise is valued across industries. Let’s make the CVM profession famous!
Get started using the CVMBoK at cvmbok.com
Connect with Us
Join the conversation on LinkedIn Dive deeper into the CVM Stories -
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. Personalize at Every Touchpoint[00:06:32] Tailor your interactions. Address emotional needs, not just technical ones. [00:12:16] Use empathy and relevance to create meaningful engagements. Measure Emotional Connection[00:10:30] Combine relevance, investment, and advocacy. It’s more than just NPS. [00:21:57] Emotional engagement can increase responses by 5-15%. [00:28:31] Ensure every interaction is smooth and builds trust. [00:30:14] Celebrate moments that align with your brand values. [00:47:58] Start with the right team, then layer in tech. People drive strategy. [00:53:15] Tools should empower, not dictate. Avoid one-size-fits-all solutions. [00:25:47] Use data and qualitative insights to get a full picture of your customer. [00:41:58] Understand different team goals to align on customer-centric objectives. [00:42:59] The role of CVM is evolving. Embrace new tech to simplify and enhance. [00:44:40] Feedback loops are crucial for continuous improvement. [00:49:23] Do your homework. Assess, strategize, and then implement.About Silvia Gomez Dominguez
Silvia is a Senior Director and Expert in Customer Engagement. Her journey from Spain to Australia, balancing a career and family, is truly inspiring. It shows that with the right mindset, we can all navigate through complexity to build better, more meaningful connections with our customers.
Connect with Us
Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/ Dive deeper into CVM Stories: https://www.exacaster.com/cvmstories/ -
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 Ooredoo00:02:30 - Tommy's role at Indosat Ooredoo and the strategic importance of the 24-channel approach00:10:00 - Insights into the integration of data strategies with marketing for enhanced CVM00:20:00 - Examination of each of the 24 communication channels used in CVM initiatives00:30:00 - Discussion of the major challenges faced in multi-channel strategy implementation00:40:00 - Detailed look at specific strategies implemented to align CVM with organizational goals00:50:00 - Assessment of how these strategies have impacted customer retention and revenue growth00:58:00 - Summary and closing thoughts on the future directions of CVMAbout Our Guest:Tommy brings a wealth of knowledge from his extensive experience in the telecom industry, particularly in employing advanced data strategies and multi-channel communication to optimize customer value management at Indosat Ooredoo.Connect with Us:Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/Dive deeper into CVM Stories: https://www.exacaster.com/cvmstories/In this episode, discover how strategic multi-channel management can transform customer interactions and drive business success. Tune in to learn how to enroll the power of 24 channels to create a seamless and personalized customer journey, one successful interaction at a time.#CVMInsights #ChannelsStrategy #CustomerEngagement #DataDrivenMarketing #TelecomInnovations #MarketingStrategies #CustomerValueManagement #DigitalMarketingTips#CVMStories #podcast
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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 and Role at Telia Norway00:01:20 - Deep Dive into 1-to-1 Communication and CVM00:02:59 - The Inspiration Behind Sanna's Approach to CVM00:06:19 - Challenges in Defining the Customer in Telecom00:09:52 - Building a Customer Profile at Telia Norway00:16:20 - Discussing the Implementation of a New Marketing Automation Stack00:19:11 - How Telia Solves Customer Problems with Data00:24:41 - Major Challenges in Building Customer Profiles00:34:01 - Criteria for Choosing New Marketing Technologies00:43:18 - Sanna's Vision for Future CVM InitiativesAbout Sanna Emtinger:Leading Customer Value Management and Marketing Technology at Telia Norway, Sanna Emtinger combines marketing savvy with technological expertise. With a focus on data-driven strategies, she leads efforts to enhance personalized communication across diverse customer interactions.Connect with Us:Join the conversation on LinkedIn: https://www.linkedin.com/company/exacaster/Dive deeper into CVM Stories: https://www.exacaster.com/cvmstories/
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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 Entry into CVM00:06:15 - Defining Customer Value Management's Role and Impact00:09:13 - Introducing the Dual-Cycle CVM Framework at Orange00:12:21 - Distinguishing Between NBO and NBA in Customer Engagement00:14:11 - Success Stories and Failures in CVM Projects00:16:27 - The Crucial Role of Daily Measurements and Universal Control Groups00:24:31 - Initiating NBO/NBA Projects: Challenges and Recommendations00:28:59 - The Three Layers of Customer Base Management: From Manual Analysis to AI00:36:36 - Vision for Expanding CVM Beyond the Customer Base00:43:59 - GenAI in Customer Service: Enhancing Not Replacing00:44:43 - Agile and Cross-Functional Teams in CVM OperationsAbout Marek Grabowski:Leading the charge in CVM transformation at Orange Poland, Marek Grabowski draws from over two decades in telecom to create strategies that expand the concept of customer value management far beyond traditional boundaries.Connect with Us:Join the conversation on LinkedInDive deeper into CVM StoriesIn this episode, Marek Grabowski illustrates that by mastering the foundations of CVM, you're not just optimizing operations; you're setting the stage for transformative ambitions. Join us to uncover how to turn the entire country into your customer base, one strategic step at a time.
#TelecomInnovation #CVM #MachineLearning #AgileMethodology #StrategicGrowth
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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 Telecom00:10:11 - Telco Data: Shaping Retail & Banking00:15:42 - Digital Businesses & GDPR Compliance00:23:28 - The Enduring Power of SMS00:26:19 - Elevating Brand Awareness00:27:47 - Telco Data's Impact on Public Transportation00:36:57 - Uniting Telcos for a Global Standard with the Camara Project00:50:40 - Embracing a "Stay Hungry" MindsetAbout Hermawan Kristanto:Hermawan Kristanto brings years of expertise in harnessing telecommunications data to drive industry transformation. At Smartfren Telecom, he leads initiatives that leverage data for strategic business decisions, impacting sectors far beyond traditional telecom services.What You'll Learn:1. How telco data is reshaping consumer experiences and business strategies.2. The enduring value of SMS in reaching customers.3. Strategies for maintaining privacy and compliance in marketing efforts.4. Insights into personal and professional growth from an industry expert.Enjoy the Show?Like, comment, and share! Your support helps us bring more content like this to you. For updates on future episodes and exclusive content, make sure to subscribe to our channel.Connect with Us:Follow us on LinkedIn: https://www.linkedin.com/company/exacaster/Visit our Website: https://www.exacaster.com/cvmstories/Let's dive into the secret life of telco data together. Enjoy the show, and stay tuned for more insights on how technology is shaping our world.#TelcoData #digitaltransformation #privacy #innovation #telecommunications #podcast #CVMStories________________________________________________DISCLAIMERSmartfren Telecom is fully regulated and complies with Indonesia's Personal Data Protection (PDP) law and the GDPR. The company will not expose any Personally Identifiable Information (PII) as data is already in the form of summaries and scores. It is implemented using highly secure technology and by skilled professionals. Consent management is key to ensuring that customers are aware of and fully understand how the telco manages their data privacy.________________________________________________
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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 professional growth.For deeper insights and to connect with the essence of strategic operations, explore Alexis's recommended reads and further details on our website.🎧 Timestamps:[00:00:00] - Introduction to Alexis Koalla and CVM Stories Podcast[00:01:16] - Alexis's journey from software engineering to operations strategy[00:05:41] - Daily responsibilities and the concept of operational efficiency[00:07:17] - The criteria for adopting new tools in Customer Value Management[00:10:20] - Common mistakes in tool introduction and the critical role of documentation[00:12:50] - The expanding scope of operations and the advent of AIOps[00:14:40] - Generating valuable data for business insights[00:15:52] - Measuring operational efficiency with specific KPIs[00:21:32] - Operational frameworks used at Orange and customer feedback incorporation[00:24:40] - Aligning business units and affiliates with the operational strategy[00:30:12] - The importance of Agile methodologies in operations[00:33:18] - Bridging the gap between development and operations for successful implementation[00:37:38] - Cultivating a collaborative work environment to foster innovation[00:43:09] - Strategies for successfully aligning business units towards transformation[00:46:38] - Measuring the success and direction of transformation efforts[00:49:23] - Reflecting on Alexis's proudest career moments and learning experiences[00:56:27] - Book recommendations by Alexis for personal and professional growth[00:58:20] - Closing and appreciation for Alexis's insights📚 Book Recommendations by Alexis Koalla:1. "Miracle Morning" by Hal Elrod: Strategies for personal goal setting and achievement.2. "The Power of Now" by Eckhart Tolle: Embracing the present for personal and professional growth.3. "The Power of Intention" by Wayne Dyer: Aligning inner intentions with external goals.4. "The Four Agreements" by Miguel Ruiz: Principles for personal freedom and effective collaboration.🔗 Don't miss out on this insightful journey into the heart of customer value management—perfect for Customer Value Managers seeking to make a significant impact in their organizations. For more insights and episodes, visit the website.✨ Follow us to stay updated on the latest episodes, offering a unique blend of technological insights, industry updates, and visionary discussions.#documentation #operationalefficiency #customervaluemanagement #innovation #communication #cvm #podcast
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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 building loyalty that lasts. Discover Paul's actionable strategies for exceeding expectations, fostering genuine connections, and transforming challenges into opportunities for memorable service. Join us to learn how living with your customers and coworkers can revolutionize your approach to customer service and team collaboration.For more strategies on cultivating lasting customer relationships and ensuring your customers always choose you first, check out Paul's books on Amazon or visit his website at https://www.paulrutterspeaks.com/ .Don't miss out on this insightful journey into the heart of customer value management—perfect for Customer Value Managers seeking to make a significant impact in their organizations.🌟 Timestamps:[00:00:00] - Introduction to Paul Rutter and CVM Stories Podcast[00:01:38] - Paul's Journey into the Cruise Industry[00:07:26] - Living with Customers: A Unique Cruise Industry Perspective[00:10:35] - Creating Exceptional Experiences on Cruise Ships[00:21:31] - Handling Customer Complaints and Expectations[00:26:34] - Is the Customer Always Right?[00:37:08] - Building Team Empathy and Customer Loyalty[00:47:45] - Crisis Management and Communication[00:54:32] - Paul's Proudest Moments and Career Reflections[00:59:55] - Book Recommendations by Paul Rutter📚 Book Recommendations by Paul Rutter:1. "Repeat Business Inc: The Business of Staying in Business" - Book by Paul Rutter.This book is essential for anyone aiming to boost customer retention and loyalty. Paul provides 50 practical tips and strategies to create a business environment where customers are eager to return.2. "You Can't Make This Ship Up" - Book by Paul Rutter.Beyond its entertaining stories, this book offers deep insights into customer service excellence, crisis management, and how to create experiences that customers will never forget. It’s a valuable resource for understanding how to apply these lessons in any business setting to enhance customer value.🔗 For more insights and episodes, visit the website: www.cvmstoriespodcast.com✨ Follow to stay updated on the latest episodes, offering a unique blend of technological insights, industry updates, and visionary discussions.#CustomerService #CustomerExperience #CustomerValueManagement #CustomerRetention #BusinessStrategy #CustomerLoyalty #ServiceExcellence #Leadership #Management #Hospitality
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🤖 '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? We delve into the ethical considerations, strategic applications, and the endless possibilities GenAI brings to the table.🎧 Tune in for a compelling discussion that bridges the gap between technological innovation and practical application, making sense of GenAI's impact on the future of work.🌟 Timestamps:[00:00:00] - Introduction to GenAI: Opportunities and Challenges[00:01:02] - Meet Rokas Narkus: An Early Adopter of GenAI[00:05:14] - The Evolution of AI: From StarCraft to General AI[00:10:03] - Defining Generative AI and Its Uniqueness[00:18:36] - Custom GPT for Enhanced Communication[00:27:59] - Using GenAI for Personal Learning[00:34:38] - Layers of GenAI: Infrastructure to Services[00:40:01] - GenAI in Customer Value Management: Chatbots, IVR Systems, Employee Empowerment[00:49:09] - The Future of GenAI and Its Impact on Industries[01:04:29] - The Importance of Governance and AI Strategy[01:13:55] - Closing Thoughts and Episode Wrap-up📅 Ready to explore how GenAI can transform your business? Book a free consultation with Exacaster's GenAI experts today: https://calendly.com/exacaster-genai/45min🔗 For more insights and episodes, visit the website: www.cvmstoriespodcast.com✨ Follow to stay updated on the latest episodes, offering a unique blend of technological insights, industry updates, and visionary discussions.#GenAI #AIInnovation #FutureOfWork #TechnologyTrends #EthicalAI #CVMStories
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🎉 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 Google excel? We're exploring the game-changing tactics that set industry leaders apart.💥 Dive into discussions about embracing the full spectrum of innovation – from celebrating successes to learning from failures, and deeply understanding customers to speak their language.🤝 We bring you both perspectives – the anticipation of buyers and the aspirations of sellers, illustrating the powerful partnerships and breakthroughs in the industry.🔗 This episode is more than a success story; it's a tale of transformation and vision, seeing opportunity where others see challenges.🎧 Listen to our celebration episode for a mix of history, insights, and the forward-thinking spirit that drives tech innovation today.🌟 Timestamps:[00:00:00] - A Toast to 13 Years of Innovation[00:02:34] - The Untapped Data Goldmine in Telecom[00:13:20] - Deep Customer Insights: Speaking Their Language[00:17:59] - Buyers' Hopes vs. Sellers' Dreams[00:23:33] - Investing in Innovation: The Pitch That Birthed Exacaster[00:34:02] - Embracing Failure: A Learning Tool.[00:39:22] - Overcoming Innovation Barriers.[00:55:48] - Analog to Digital: Transition Challenges.[00:59:13] - Digital Transformation: Operational Readiness and Hurdles.[01:15:34] - Personal Failures: Insights from the Guests.[01:22:04] - Wrapping Up: Final Thoughts and Acknowledgments.🔗 Link to CVM Stories website: www.cvmstoriespodcast.com✨ Don't forget to Follow for a blend of innovation and visionary stories from the tech world.#AnniversaryEpisode #StartupSuccess #TelecomInnovation #DataMonetization #CustomerConnection #BusinessMilestones #CVMStories
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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 strategies Vodacom employs to foster customer loyalty and minimize churn in a landscape where customers actively switch between multiple SIM cards to maximize value. CVM expert Thierry Awetimbi shares insights into the creative approaches used to engage and satisfy a diverse customer base, where every transaction is vital, and loyalty is hard-won.
Join us on this enlightening journey to understand the nuances of telecom operations in a challenging economic environment like Congo's. Learn about the critical role of data analytics and the human element in shaping customer relationships and driving business success.
Tune in to Spotify to experience 'How to Run CVM When Families Live on $2/Day?' and gain valuable perspectives on the dynamics of telecommunications in emerging markets. This episode is a must-listen for anyone keen on exploring innovative customer management strategies in economically diverse settings.
[00:00:04] - Introduction to the Episode
[00:01:23] - Thierry Awetimbi's Introduction and Role at Vodacom Congo
[00:02:47] - Transition from Technical to Commercial Role
[00:06:51] - Discussing the Demographics and Multicultural Nature of Congo
[00:09:49] - Language Diversity and its Impact on CVM Activities
[00:10:07] - Challenges of a Prepaid Dominant Market in Congo
[00:13:23] - Retention and Loyalty Strategies in a Multi-SIM Environment
[00:20:17] - Customer Behavior and Churn Reasons
[00:24:41] - Effective Retention Strategies and AI/ML Integration
[00:28:41] - Broader Customer Life Cycle Management in Telecom
[00:32:45] - The Role of Mobile Money and Data in Customer Engagement
[00:37:15] - CVM Team Structure and Cross-Departmental Collaboration
[00:44:43] - Future Trends and Innovations in Telecom
[00:48:56] - Thierry's Career Highlights and Proud Moments
[00:52:20] - Learning from Failures in CVM
[00:55:22] - Recommendations for Those Interested in CVM
Listen and follow for more insights into telecommunications and the innovative world of customer value management.
🚀 #CVM #Telecom #VodacomCongo
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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 precision, strategy, and teamwork prevail. Tune in as Justas Jankūnas takes us backstage and lays out his predictions for the future of ML in CVM and beyond.
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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 KPIs, and the art of experimentation.
Here's what you can expect:
Understanding Churn Reasons: Recognize the importance of understanding the reasons behind churn and adapting to changing conditions.
Timing and Adaptability: Understand the critical importance of timing and adaptability when addressing churn.
Focus on Customer Retention: Discover the shift in focus from customer acquisition to customer retention in mature telecom markets.
Top 5 Churn Strategies: Explore Florian's top five strategies for addressing churn, including analyzing churn drivers, customer expectations, and implementing advanced churn prediction models.
Complexity of CVM: Recognize the complexity of modern Customer Value Management, which includes integrating digital channels and adapting to evolving products and services.
Telecom Product Marketing Challenges: Understand the challenges of product marketing in the telecom industry, given the evolving nature of products and services.
Adapting to Customer Behavior: Explore the need for telecom companies to adapt to changing customer behaviors and preferences.
Aligning Data-Driven Marketing: Learn about the challenges of aligning data-driven marketing with traditional product-focused approaches in telecom.
Balancing Algorithms and Human Decisions: While algorithms are valuable, they may not handle all aspects of CVM, and finding the right balance with human decisions is essential.
Customer-Centricity: Emphasize the importance of customer-centricity in Customer Value Management and its relation to customer lifetime value.
Don't miss this engaging episode on navigating change and optimizing customer value management with Florian Schwarz!
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