Research Report

CVM Trends: Telecom Edition

The first and only research on key strategies, tools and trends shaping global CVM practice

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Exacaster is a great partner! The Exacaster team has an incredible depth of knowledge in the telecom industry, creative flair in the use of the latest techniques in Data Science, and consistent delivery models that have helped Ultra Mobile extract maximum value from our data.

Elina Petrova

Customer Experience Director at VIVACOM

Mike Brukes

VP, Enterprise Information Management at Ultra Mobile, Inc.

The telecom industry is undergoing a major transformation driven by rising global demand for seamless connectivity and the high costs of deploying and maintaining infrastructure like FTTH and 5G. CVM is now crucial to profitability.

Alberto Caceres Valverde

Head of Marketing at Movistar (Telefónica Hispam)

CVM crew members are true superheroes! As organizations aim for quick wins, the CVM team faces many challenges that often limit CVM’s full potential and impact. This report by Exacaster sheds light on how these superheroes are overcoming these obstacles, showcasing a data-driven focus on customer-centricity.

Thierry Awetimbi

Customer Value Manager at Vodacom Congo

Going into 2025, more focus is given to personalization backed by predictive analytics. AI is becoming a factor in customer value management, generating strong interest, but it is in an early exploration stage where the real value has yet to be proven.

Indrė Lingienė

Head of Customer Value Management at Telia Lithuania

Telecom industry leaders must prioritize AI personalization enabled by ML OPS to enhance Customer Value Management (CVM). The future of CVM relies on strategic advancements, innovation, and the capacity to operate automated CVM machines that enable large-scale, real-time decision-making.

Marek Wiktor Grabowski

B2C Customer Value Management Director at Orange Poland

CVM enables and inspires the entire organization to always act in the best interest of the customers. Empowering frontline teams with these principles ensures that customer-facing staff feel confident in doing what is right for customers, enhancing both service quality and brand loyalty.

Silvia Gomez Dominguez

Senior Executive

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CVM Insights Are Top Secret — How Do You Plan for Next Year?

Customer Value Management (CVM) in telecom is a complex role by design, but market players make it even more challenging by keeping CVM best practices top secret.

That’s understandable — CVM is critical for maintaining a competitive edge. However, as planning for 2025 begins, Customer Value Managers face their annual dilemma: “Are we doing enough to maximize customer value?”

The challenge is real — finding direction for next year’s plans is tough when essential industry insights and data are nowhere to be found, and you have to reinvent the wheel.

Understand Your Performance with the CVM Benchmark

The CVM Benchmark is the only telecom-specific assessment that shows where your CVM performance stands compared to the industry and how to improve it.

Complete the survey, get instant scores, and compare your results with others in the industry. Receive a 360° review of your CVM performance in under an hour and find a clear path to driving business impact.