Training Course Overview

Our telecom customer experience management training course is structured as a comprehensive and practical program, mixing theory with case studies as well as team exercises. Our approach is built on over 20 years of experience and is tailored to the requirements of telecom operators. It provides an in-depth insight into Customer Experience Management (CEM) specifically for the telecom industry. 

Course aim is to provide knowledge and skills required for planning, implementation, monetisation and monitoring of customer experience in the telecom industry.


Key Training Topics Include:  

• Overview of Telecom Customer Experience Management (CEM)
• CEM Strategy Development and CEM Implementation
• Market Analysis for CEM
• Voice of Customer and Net Promoter Score (NPS)
• Customer Journey Maps and Touch Points 
• Business Process Design for Consistent Customer Experience 
• Alignment of Analytics, Organisational Reporting and Staff KPIs
• Continuous Improvement
• Product Lifecycle and CEM
• Monetise CEM with New Product Development (NPD)


Course Modules Breakdown (Example 2 Day Course)



Short Description

Day 1

CEM Introduction

Evolution of customer experience management (CEM). CEM and correlation with customer loyalty.

CEM Strategy

Strategy & brand positioning. CEM strategy components and strategy development.

Market Analysis for CEM

Analysis of competitors from CEM perspective. Analysis and identification of customer needs from CEM perspective.

Voice of Customer

Voice of Customer (VOC) insight, Net Promoter Score, identify most valuable customers, link VOC with CEM strategy.

Survey development techniques


Survey development techniques relevant to CEM – how to gather CEM data via customer surveys.

Markets segmentation


Needs based customer segmentation and interaction with CEM.

Customer Touch Points

Customer touch points identification and touch points management. Business process design for consistent customer experience.

Customer Journey Maps

Waterfall of needs, customer journey maps

Day 2

Implementing CEM

CEM execution and marketing, CEM best practices, building the CEM team

CEM data analytics

Introduction to statistical data analysis. Probability, correlation, regression, multi-variable regression analysis, and other analysis tools.

CEM success metrics

Alignment of analytics (internal & customer facing), organisational reporting, staff KPIs, business processes optimisation, continuous improvement program, on-going staff training.

Product Lifecycle and CEM

What to monitor - product lifecycle and interaction with customer experience, NPS, market share, growth, competitive offers.

Monetise CEM with new product development.

How to monetise CEM with new products and services development – focus on consistent customer experience.   

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Phone: +61 400 668 580

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Phone: +852 8193 1400




Telecom Customer Experience Management Training Course.pdf