Customer Experience Management and Big Data Analytics

Telecom customer pressing smiley face emoticon on virtual touch screen to indicate customer satisfaction and evaluate service

Communication Service Providers (CSPs) are seeing decreasing revenues and increasing customer churn against a backdrop of rising network infrastructure expenditure. Telecommunications companies can make use of the data generated real-time by their subscribers, commonly known as “Big Data”, for new revenue opportunities. Coupled with a business transformation program focusing more on the management of customers’ experience, this may prove to be the cornerstone of telcos’ differentiating strategy and open up new revenue streams.

This course is a primer on Customer Experience Management (CEM) and Big Data Analytics and it is a unique course offering of Telefocal which covers topics with Business, Strategy and Technical perspectives. It describes how a Telco can transform itself by using all the business intelligence it has about the subscribers to increase their service satisfaction which can eventually lead to increased revenue and churn reduction or prevention.

  • Chief Executive Officers
  • Chief Technology Officers
  • Decision Makers, Strategy Professionals
  • Product Managers, Managers
  • IT Professionals and CRM professionals etc.
Instructor-Led Training
  • Classroom: 3 days
  • LIVE Virtual*: 21 hours
  • A minimum of 6 or more participants are required for a company-based LIVE Virtual course to commence
  • LIVE Virtual courses can be conducted for 5 hours or 7 hours daily. Please note that the number of training days will be extended if you opt for 5 hours daily.

There are no upcoming course dates currently scheduled for this course. If you are keen on attending this course, please register your interest and indicate your preferred training dates via course enquiry form for us to open a Classroom/LIVE Virtual class schedule for this course.

  1.   The New Telecom Landscape and Forces that Drive the ICT Industry
  2.   Telecom Economics and Dynamics that will Disrupt the Industry
  3.   Telecom Assets to Combat the New Reality
  4.   Migration Strategies for Business Transformation
  5.   TM Forum, Frameworx, eTOM and other Models
  6.   Network Performance Management (NPM) and Service Quality Management (SQM) for Improved Quality of Experience (QoE)
  7.   Network Architecture for a Customer Driven Telecom Organization
  8.   Introduction to Customer Experience Management (CEM)
  9.   Key Concepts and Framework of CEM
  10.   TM Forum and The CEM Maturity Model
  11.   Defining End-to-End CEM, and QoE and their Corresponding Indices
  12.   Measuring Success – KPIs, KQIs, SLAs and Metrics
  13.   Customer Experience Journey Mapping and Optimization
  14.   The Relationship of Net Promoter Score, CEMI, QoE, Churn and Revenues
  15.   Customer Experience Driven Use Cases
  16.   The Evolution of the DataWare House
  17.   Introduction to Big Data and Business Intelligence Analytics
  18.   Real Time, vs. Near Real time vs. Offline Business Intelligence
  19.   How Telco Departments can Leverage Big Data Analytics
  20.   IT Network Architecture Changes Required for a Disrupting ICT Future
  21.   Use Cases related to NPM, SQM and CEM
  22.   How CEM and BDA Disrupt the Telecom Industry
  23.   New Monetization Techniques and Use Cases to Revive the Telecom “Cash-Cow”

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