Gabriel Felipe Cortes Molina, Senior Loyalty and Retention Manager at Tigo Colombia, reveals how his team reduced postpaid churn without relying on discounts.

With 12 years of experience, he shares the operational playbook behind proactive communication, rapid response teams, and cross-functional alignment.

Key takeaways

[00:04:28] “When you start to give discounts, you are only giving value to the market and destroying the value of the user”
[00:05:27] Three main reasons customers churn: competition, bad service, and bill shock
[00:09:51] How proactive billing alerts via SMS and WhatsApp prevent customer frustration
[00:11:33] Billing changes double or triple contact rates and churn risk
[00:17:26] Tracking repeated service signals to identify at-risk customers early
[00:19:49] “Sometimes you have to say, I’m really sorry for what you’ve gone through – it’s kind of a superpower”
[00:22:37] Competition drove a 57% price decrease in Colombia’s telecom market
[00:27:37] Aligning shared KPIs across teams to unlock collaboration on churn reduction
[00:36:13] Focus on 1–3 pain points, not 20 dashboards
[00:41:10] Gabriel’s proudest moment: building convergence during a company merger

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