AI Personalization in Telecom: From Coffee Shops to Digital Baristas
Discover how AI personalization in telecom is transforming customer experiences. From coffee shop vibes to digital baristas, see how the future of customer engagement is being brewed.
Welcome to CVM News. This isn’t just a newsletter; it’s a mission to make Customer Value Managers (CVMs) famous! Every month, I’ll share news, updates, wins, and challenges about our journey in CVM. Join me!
Picture this: you walk into your go-to coffee shop—BOOM—the barista smiles from ear to ear and goes, “The usual flat white?” Suddenly, your heart goes whoosh, and you feel like you just won a mini jackpot! You will come back here even after they raise their prices, again. Why? Because they know your order better than Netflix knows your binge list.
Now, let’s rewind to about a year ago. We are chilling in our office kitchen with Exacaster CEO Šarūnas, brainstorming the ultimate Customer Value Management experience—think a massive team of real-life customer superheroes. Each one of them analyze and work with just a handful of customers, so they can be the best friend who solves every issue, finds the sweetest deals, and basically treats everyone like a VIP.
It’d be insane! Churn would disappear faster than ice cream on a scorching day. Upsell and cross-sell? SKY-HIGH! By actually talking to every single customer, you’d discover so many business ideas you’d need a second brain just to store them.
But we thought, “This is nuts! Too huge, too bold, and definitely too expensive.”
Then out of nowhere—AI agents started popping up like mushrooms after a rainstorm.
Now you can unleash an ARMY of digital baristas, advisors, and problem-solvers who actually care about each individual customer. They greet you by name, handle your billing mix-ups, and even say, “Hey, you mentioned last time you needed a new phone—here’s a killer discount we scored for you!”
It’s like having a personal assistant who never sleeps, never forgets your favorite snack, and always has a funny GIF ready to make you smile. Imagine the loyalty—customers would keep coming back more often than your phone lights up with new notifications.
The world is still ironing out the details, but trust me—this is the future for CVMs. Pretty soon, large portion of CVM work will be to guide those digital “baristas,” that will be cheering customers on, personalizing deals, and tipping them off about amazing upgrades. If that doesn’t sound like living in a future, I don’t know what does!
So, if you’re excited about the idea of never again waiting in line or having to explain your preferences for the millionth time, hit that subscribe button and stay tuned. Next big things in CVM are about to explode!
The latest news and insights on Customer Value Management within the telecommunications industry for this month.
📢[Get Your Free CVMBoK Book] The CVM Body of Knowledge, the first-ever book for Customer Value Managers and leaders, is launching on March 3 in Barcelona! The first 100 copies are free for telecom professionals.
Want to claim yours? If you or your team will be at MWC in Barcelona, simply visit our booth to grab your free physical copy. Register now to secure your book!
🎙️ [Podcast] Tune in to CVM Stories for expert insights—and don’t miss the top episodes from Season 3 before Season 4 drops! Here are a few must-listens:
- Achieving 2x CVM Revenue Benchmark with Strategic Management with Elchin Gulmammadov
- Cutting Churn by 50% – A Strategy of Customer Focus and Team Alignment in B2B CVM with Alberto Arimana Celis
- Growing Revenue and Retention in Mobile Apps: Tricks You Need to Know with Mantas Ratomskis
📅 [Events] Stay informed about upcoming 2025 industry events – check out the full list here.
“Failures are really opportunities to learn, that’s really key, and hopefully, you know, it’s not something that causes something catastrophic,” says Mike Burkes, Senior VP of Enterprise Information Management at Ultra Mobile. His time in the Air Force taught him many lessons, but one unforgettable incident shaped his approach to data governance forever.
During a critical test of a new system designed to ensure safety and performance in extreme conditions, the team needed to evaluate how well it could handle those challenges. Everything went smoothly—the test was perfect.
But disaster struck after the test. During transport, the device storing all the critical data was damaged. Every byte of invaluable information was lost, and there was no backup.
From that day on, Mike made it a rule to always maintain at least two backups for important data. This same principle now guides his work in CVM data management, ensuring telecom customer data is securely backed up.
This story is based on Mike’s experience shared in the CVM Stories podcast episode: How Data Management Lessons from the Air Force Helped Grow a Telecom.
What’s your CVM horror story? Share it with us and help others learn from your journey.
