The Challenge

The telecommunications business environment is rapidly changing. Recognising and maximising opportunities for delightful customer experiences in a way that builds value for the organisation, is becoming more challenging and complex. Companies involved in the telecoms sector need high-quality people with the right knowledge and competences in customer experience management in order to effectively build and maintain competitive advantage. The firm had a need to develop executives who can take an innovative and holistic approach to customer experience management.

The Solution

NiBS developed a 9-day program on Customer Experience Management in telecoms comprising three 3-day modules: customer life-cycle management, marketing analytics and building customer experience. The program gives top executives opportunity to assess the effectiveness of current telecoms customer experience management activities, identify the new role of customer experience management in the communications ecosystem and improve their ability to use the tools and models to innovate in the customer experience space.

The Result

This program helped executives to develop a total re-think of the nature and meaning of their products, services and customer value as well as current customer relationship strategy and the role of customer ‘un-expectations’. The program contributed to ongoing strategy regarding the role of customer data exploration, analyses, and visualization in marketing analytics. Executives developed several viable projects for top management to consider.

 Testimonials

“The entire program was helpful, highlighting what to do when you want to change behaviour, differentiating between functional satisfiers and exciters, CEM and CRM and conceptualization on of the must-be satisfier and attractive requirements of CEM, and the role of clue management in CEM. A very practical program. I could not believe we can come up with such exciting new approaches to CEM in just 3 days”.

“I have learnt enough to always consider the hidden needs of consumers before serving them. My focus going forward is to be customer centric rather than product centric.” – Maxwell Arthur, Segment Controller

“The NiBS program on marketing analytics is a good and practical program. The facilitator ensures that all students by the end, irrespective of their background will have hands on practice and understand things fully.” -Sandra Oduro, High Value Segment