The CVM Trends 2026: Telecom Edition report on the latest strategies, tools, and shifts shaping the Customer Value Management just dropped!
Listen to the CVM Trends Talk, where the experts â Silvia Gomez Dominguez (CVMBoK book co-author), Marek Wiktor Grabowski (B2C CVM Director at Orange Poland), and Sahar Ehsan (Value Steering & CVM Operations at Zain Kuwait) â break down the key insights.
*Key takeaways*
[01:40:00] - CVM's C-suite access is growing, with half of teams now reporting high-up.
[02:20:00] - The CVM "PR problem": why most teams feel unrecognized despite incremental uplifts
[09:05:00] - The fix: stop talking like analysts, tell "business stories".
[11:05:00] - The "shocking" average size of CVM teams is 3-5 people
[11:25:00] - Why are most CVM teams stuck doing ad-hoc work?
[19:15:00] -The maturity gap: core CVM programs vs. experience.
[20:20:00] - The "fast vs. slow" split in KPI tracking.
[32:29:04] - "How do they operate without daily trading?".
[39:20:00] - The ML boom: telcos now run 10+ models.
[40:25:00] - The data foundation crisis: most lack a unified customer view.
[46:10:00] - ML as the "industrialized money printing machine".
[52:20:00] - Future investments: real-time decisioning & dynamic pricing.
[55:15:00] - "Bet your career": the CVM experts' final predictions.
Download the full CVM Trends 2026:Telecom Edition report here: https://exacaster.com/cvm-trends/
The video partner: ADLife Creative Studio https://adlife.lt/
