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For more information contact us on [email protected] or +44 208 600 3800
9 - 13 October 2017, Gabrone, Botswana
This course is designed to introduce the participant for Creating value through transforming customer journeys. Experience teaches us that the best customer-experience efforts begin with a perspective driven by the customer’s wants, not a company’s traditional organisational structure. In a fast growing telecom market how one can uplift its customer delight and transform for new customer experiences to increase revenue and market share.
More information at www.cto.int or email us [email protected] More information at www.cto.int or email us [email protected]
Overview
This course is designed to introduce the participant for creating value through transforming customer journeys. Experience teaches us that the best customer-experience
efforts begin with a perspective driven by the customer’s wants, not a company’s traditional organisational structure. In a fast growing telecom market how one can uplift its customer delight and transform for new customer experiences to increase revenue and market share.
Objectives
To be delivered over five days in Botswana, the course aims to: • Development of customer experience and its vision;• End-to-end journey of customer experience;• How to improve B2B customer experience;• Diagnosis of customer experiences ;• Psychology of customer;• Secrets of customer delight;• Transforming customer experience with rapid digitalization;• Conversion of customer experience to values;• Transforming customer experience in telecom.
Target audience Customer care professionals with an interest for their commercial applications.
Course outline
Introduction• What do customer want• Levels of customer satisfaction• Customer behaviour and expectations• Dimensions of customer experiences
Development of customer experience and its vision• Defining aspirations• Understanding customers and their journeys• Creation of shared aspiration• Executing change• End to end journey of customer experience;• The trouble with touch-points• More touch-points, more complexity• Customer Journeys explained• Customers Journeys versus touch points
How to improve B2B customer experience• Understanding a complex experience• Improving the experience
• Customers mapping• Creating tracks• Managing rework and incidents• Creating journey transparency and work cells
Diagnosis of customer experiences • Conducting a diagnostic• Identifying frustrations and happiness• Benchmarking and best practice• Lessons learned from leading companies
Psychology of customer • Behavioural psychology of customer• Rewiring customer touch points and journeys• Various obstacles and remedies• Secrets of customer delight;• Keep employees first• Listening to employees and customers• Hiring for attitude, not aptitude• Tapping into frontline creativity
Transforming customer experience with rapid digitalization• Changing old traditional approach• Digitizing the customer experience• Creating teams• Putting rapid process digitalization into action Are you really listening to your customer;• Customer-experience measurement• Continuous-improvement mind-set• Getting started and lessons learned• Concentrate on alignment
Conversion of customer experience to values• Building an explicit link to value• Build a model around what matters to customers• Identify opportunities to innovate and disrupt in competi-
tion• Design a balanced road map that will signal success and
fund itself Transforming customer experience in telecom• Unique key factors for telecom market• Customers experience for changes in telecom• Transformations in telecom• Model for transforming customer experience in telecom
Trainer profile
Pankaj Kumar Rai
Mr Pankaj Kumar Rai, a citizen of India, is currently working as Sub Divisional Engineer in BSNL, one of the largest telecom operators of India. Presently he is working as a trainer in one of the oldest premier telecom training institute of BSNL named BRBRAITT, Jabalpur, India. He obtained degree of Bachelor of Engineering in Electronics & Comm. Engineering in 2001 from one of the prestigious college of India i.e. Government Engineering College, Jabalpur. He is also PGDM(Post Graduate Diploma in Management) from ICFAI and PGDCL(Post Gradu-ate Diploma in Cyber Law from NLU-National Law University, Bhopal). He has a vast experience in the field of telecom of more than 12 years in GSM, Broadband, MPLS and Enterprise sales. He is having experience of selling of telecom products to different corporates.
Mr. Rai is presently working in the field of training of working engineers of BSNL, Army and other organizations in the area of GSM/UMTS.
A. K. Jha
Mr Aditya Kumar Jha is a citizen of India and has over twenty one years’ experience of working for the National Telecom Operator of Government of India. Apart from his Degree in Engineering, he holds an MBA in Marketing.
His rich experience has two main parts – (1) handling the Disaster Management & Consumer-forum issues in the North Eastern part of India know for being prone to natural calamities as well as public disturbances (insurgency) related to Border areas and social uprisings , AND, (2) as a Trainer for about ten years in above areas as well as Human Resource Development. Mr Jha has worked in the Guwahati and Kokrajhar regions of Assam (North East India) where he was responsible for the Operation and Maintenance of the telecom network there when he faced challenge of running the network under conditions of frequent natural disasters – frequent floods and landslides. Restoring the network in 24 hours, providing minimum services under extreme conditions and planning Operational Continuity for the telecom services have been his achievements.
His technical experience includes installation and maintenance of the Electronic Switching systems of C-DOT and EWSD. As a trainer, Mr Jha has been working for over ten years in the Advanced Level Telecom Training centre of the Government of India. Here, he has been the trainer for various Management programmes including Disaster Management & HRM, and has an excellent profile with his band of case studies. He is a prolific speaker, leader, and an award winning Poet.
Presently, Mr Aditya Kumar Jha is also responsible for handling all enterprise customers and their issues at this advanced cen-tre for last four years.
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