Silvia Gomez Dominguez, with 20 years of CVM and CX experience across Optus, Vodafone, KPMG and Westpac, co-author of the CVM Body of Knowledge and founder of the Women in Customer community, joins us to define autonomous CVM in telco – and walk through the practical path to build it.

Key takeaways

[00:01:00] Why Silvia founded the Women in Customer community for CX leaders
[00:05:49] How autonomous CVM reshapes the three brand layers – awareness, preference, conversion
[00:11:09] "You wouldn't get those options even presented to you if you do not meet the minimum criteria"
[00:21:56] "The biggest mistake would be just to replicate what we do today with AI"
[00:24:33] The three AI layers in autonomous CVM – predictive, generative, agentic
[00:31:12] Why the head of CVM must team up with the head of AI
[00:35:55] Why a hybrid operating model wins over centralisation or autonomy
[00:43:52] "There will be much more autonomy. It's super important that we embed the risk frameworks properly"
[00:46:45] Why autonomous CVM needs continuous risk frameworks
[00:54:51] "Rethink the processes using the new technology – don't just replicate what you do today with AI"

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