🎙️The Hidden Power of Transactional Communication in CVM
Update: 2025-11-25
Description
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
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The video partner: ADLife Creative Studio
https://adlife.lt/
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