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

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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

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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?

“Excellent course deliver: at the right pitch for my business and role”

BP MTN

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 telecomsacademygroups@informa.com

Face-to-face

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.

Digital

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.

Blended

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.