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Customer Experience Management (CEM) in Telecoms

This 2 day programme examines the latest techniques for advanced customer engagement in the broader communications sector

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Course Overview

Managing churn and building lifelong loyalty strategies is vital to your organisation as customers continually seek lower prices and better network coverage. Control of customer share is under threat from all sides, with providers both within and outside of telecoms competing for new consumers.

Now is the time to develop and re-think your organisations current customer relationship strategy, and realign this with your customers’ expectations to deliver satisfaction.

In-Company Only

Duration: 2 Days

PRICE: Contact Us


Why Choose This Course?

Coutse benefits

  • Develop a proactive and system-wide approach to Customer Experience Management
  • Understand your customers value drivers
  • Learn customer touchpoints and build trust, loyalty, and lifetime value
  • Deliver ROI by reducing churn management costs
  • Build a roadmap for specific customer segments

Who is it for?

  • Chief Marketing Officers
  • Campaign Managers
  • Product Managers

Programme Modules

  • CSP and Customer Love
  • Mapping the Customer Experience
  • CEM Implementation and Measurement   

Learning Outcomes

Benefits for the Professional

  • Evaluate the effectiveness of churn management
  • Describe the relationship between customer management and experience
  • Understand customer satisfaction and loyalty  

Benefits for the Organisation

  • Understand your customer’s touchpoints and apply segmentation
  • Design programs that address life-long loyalty drivers  
  • Identify roadblocks to effective customer experience in your organisation
  • Align KPIs to customer life and buying cycles
  • Better assess profitability across different customer segments 

What Are People Saying?

Programme Details

Module 1

CSP and Customer Love

Module 2

Mapping the Customer Experience

Module 3

CEM Implementation and Measurement

Past Delegates Include

Customised In-Company Solutions

Expert insight, delivered in a format to suit your needs, to enhance knowledge and drive performance in your team.


We take a consultative approach to learning: our learning & development consultants will work closely with your team to establish your unique business needs and define success measurements.


“The professionalism when working with Telecoms & Tech Academy allowed me to achieve my goals. We thank you for the support throughout the course.”


Eric Jacobson, Learning Solution Manager, MTN Group

For more information, please contact


We’ll hand pick a leading practitioner to create and deliver a technical or commercially focussed programme, at your location – wherever that may be globally.


We develop specialised online learning programmes using our virtual learning platform so your teams can learn anytime, anywhere – both on-demand or through online live classes.


A mix of online and face-to-face - your business taps into our leading online learning experience and gets valuable face-time with leading practitioners.