🎙️The Hidden Power of Transactional Communication in CVM
Tue Nov 25 2025
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/
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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/