🎙️The Hidden Power of Transactional Communication in CVM

In this episode Matthew Tilling, Senior Product Manager at Exacaster, shares a massive opportunity for CVM leaders - transactional comms.

What if your highest-engagement channel wasn’t marketing, but transactional messages like bills, alerts, and service updates?

Matt shares a playbook for unifying these chaotic comms and turning them into a growth engine.

Key takeaways

• [00:01:10] Transactional vs commercial communications

• [00:03:40] Why uncoordinated messages hurt CX

• [00:07:35] The CTO's focus on risk & reliability

• [00:28:40] Why CVM is the natural owner of the customer experience
• [00:18:55] The "no big bang" rule for migrating communications
• [00:19:15] How to de-risk the project with a small, low-risk pilot
• [00:42:20] Using billing communications to directly improve cash flow
• [00:27:25] The importance of change management and getting buy-inConnect with us

Listen to the CVM Stories podcast 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/

The video partner: ADLife Creative Studio

https://adlife.lt/