In this episode of CVM Stories, we sit down with Orkhan Alipashayev, Head of CVM and BA at Aztelekom, and Aykhan Baylarov, Founder of Dominanta Experience, as they share how to build a customer-centric and profit-driven culture from the ground up.
Tune in to hear how they transformed customer experience in a telco from zero to national ministerial praise, what challenges they faced, and the key steps they took to build it.
Key takeaways
- [00:02:02] Aydinâs telco journey from call center to CVM head
- [00:04:30] Lessons from customer service: speak the customerâs language
- [00:06:21] A/B testing SMS phrasing improved conversions by 2â3%
- [00:08:18] Fixed vs. mobile: fixed is slower, more strategic
- [00:18:37] Router installation: educate to boost NPS
- [00:26:20] Unique challenges of household targeting
- [00:29:36] Cross-sell via device count and traffic
- [00:35:49] Transition from data consumer to data owner
- [00:43:58] Full CVM automation success story
- [00:47:20] Failed campaign: offer timing vs. psychology
Connect with us
Listen to the CVM Stories podcast wherever you prefer:
