3 Day Masterclass CXM for Telcos | Terrapinn Training
3 day Masterclass

CXM for Telcos



Dubai, 24-26 May 2017


Delivering an effective Customer Experience Management requires a coordinated programme across your entire organisation. This course will teach you how to implement the Capability Maturity Model Integration (CMMI) framework. CMMI is a proven process improvement approach whose goal is to help organisations improve their performance.

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expand your knowledge

Assess network data in real-time to identify and resolve your customers' issues before the crisis

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develop new skills

How to demonstrate an attractive financial return on CxM to gain senior management buy-in and investment

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gain strategic advantage

Learn how to deliver and sustain a personalised customer experience using the Net Promoter Score and Predictive analytics

LEARN HOW TO BUILD A holistic customer experience

Network management plays a major role in an improved CxM: By avoiding network congestion and poor performance, telecom operators can improve the quality-of-service level, leading to reduced churn and increased customer satisfaction.

Having the right tools, business support systems (BSS) and operational support systems (OSS) in place to support your customer experience is critical to achieving your business goals, and exactly what this course will teach you. 

In just 3 days you will:

  • Learn how to work with analytics tools to consolidate data, build models and provide optimisation to processes
  • Understand moving from the product centric operating model into a customer centric operating model
  • Learn why CxM must include inside-out measurement of internal systems KPIs, and outside-in data from the actual customer experience
  • See how to perform root cause analysis (RCA) of poor customer experiences
  • Understand the basics of Predictive Churn analysis
  • Understand formulating innovative customer journey maps
  • Embed Customer experience management (CxM) into the heart of the operators’ strategy: Move beyond the call center
  • Quantify the costs of establishing a customer experience initiative
  • Establish the short-term impacts of implementing a customer experience strategy
  • Learn how can you maximise the ROI of your customer management activities & investments
  • Learn about Inspiring case studies on CxM best practice

Organisations that will benefit:

  • Telecoms Operators
  • CxM platform vendors
  • Call Centers
  • Suppliers
  • Regulators
  • Banks & Financial Institutions
  • Law Firms

Who will attend:

  • Marketing & Brand Managers
  • Telco Strategists
  • Telco Operations Managers
  • Call Centre Managers
  • Business Development & Sales
  • Data Analysts
  • Network engineers
  • SLA administrators

Course Agenda

  • Speed networking
  • Big picture
  • Key Market Drivers
  • Case Study: CxM in Action
  • Key CxM Platform requirements
  • Case Study: Devising multiple platform solutions
  • Articulating the business case for Cxm
  • Evaluating the ROI on a CxM initiative
  • Costing out CxM in the era of austerity: innovating sourcing models
  • Case Study: Telcos power ahead on CxM
  • Internalising CxM across Processes
  • Developing unique in-store experiences to engage customers with your brand
  • Case Study: Discussing why Telcos fail at CxM (Research analysis)
  • Preventing Bill Shock on Roaming: BSS / OSS Transformation
  • How to deliver digital CxM in the age of connectivity and Cloud
  • How to implement B2B frameworks
  • Leveraging Social Media Channels
  • A Futuristic Look: how new age technologies will impact the CxM
  • Case Study: Telcos push the Digital Omnichannel
  • Interactive QA session
  • Understanding the critical role of Network reliability in CxM
  • Case Study in Teams: formulate a CxM business case
  • Wrap

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or +65 6322 2333 (Asia Pacific)
for more details