🎙️How to Build a Customer-Centric and Profit-Driven Culture
Update: 2025-06-05
Description
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
- [00:01:00 ] Launching CVM from zero in a state-owned telco
- [00:04:00 ] From project manager to head of CVM: Orkhan’s journey
- [00:07:00 ] How CX and CVM roles overlap and complement each other
- [00:12:00 ] Fighting legacy systems and building trust in data
- [00:20:00 ] Turning chaos into daily automation through Python and R
- [00:26:00 ] Transforming culture: from blame to customer-centric thinking
- [00:36:00 ] Ministerial recognition boosts internal trust and morale
- [00:40:00 ] Nationwide fiber rollout and record-breaking speed boosts
- [00:48:00 ] Breaking silos with real field visits and shared ownership
- [00:56:00 ] Creating a zero-rated landing page to smooth customer friction
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