Five days telecom CX course
Telecom Customer Experience Course: Get Certified in 5 days
About the course
Discover the fundamentals of telecom customer experience, and learn how to apply them to your brand. The telecom CX course teaches you how to track and improve customer experience.
About the lecturer
Mario Stipetic leads the first CX agency in Croatia, established in 2012. and worked globally across multiple industries, including retail, telecom, eCommerce, B2B, and financial.
Mario worked on projects for large international corporations like ZTE from China and Salesforce company. He also worked on medium-size companies like Donorbox and DekeDigital and consulted or designed multiple startup projects worldwide.
Clients include international companies from San Francisco, New York, Denver, Vancouver, Amsterdam, London, and Zagreb.
He has a master's degree in visual communication design, 20 years of digital design, and ten years of CX, UX, and UI design experience.
His approach considers many CX aspects like business, marketing, visual design, technology, and combines it into a holistic CX process.
With what exactly will this course help with?
Completing this course will help you:
- how to empathize with your customer
- how to offer what the actual customer needs
- how to innovate better
- how to improve the internal working experience
- how to measure and track experience on multiple levels
- how to leverage your internal system to improve CX
Course curriculum
Day 1: Why should I care about CX
- telecom CX objective
- benefit
- examples
Day 2: Main areas of improvement
- improve churn
- identify pain points
- decrease calls to customer support
- Improve cross and up sales
Day 3: CX strategy
- research
- set priorities and goals
Day 4: Internal foundation
- empathize with customer
- persona
- customer journey
- empathy map
Day 5: Measuring system
- main CX metrics
- about analytics system
- about CRM
- about survey
- about communication system
About the course
Discover the fundamentals of telecom customer experience, and learn how to apply them to your brand. The telecom CX course teaches you how to track and improve customer experience.
About the lecturer
Mario Stipetic leads the first CX agency in Croatia, established in 2012. and worked globally across multiple industries, including retail, telecom, eCommerce, B2B, and financial.
Mario worked on projects for large international corporations like ZTE from China and Salesforce company. He also worked on medium-size companies like Donorbox and DekeDigital and consulted or designed multiple startup projects worldwide.
Clients include international companies from San Francisco, New York, Denver, Vancouver, Amsterdam, London, and Zagreb.
He has a master's degree in visual communication design, 20 years of digital design, and ten years of CX, UX, and UI design experience.
His approach considers many CX aspects like business, marketing, visual design, technology, and combines it into a holistic CX process.
With what exactly will this course help with?
Completing this course will help you:
- how to empathize with your customer
- how to offer what the actual customer needs
- how to innovate better
- how to improve the internal working experience
- how to measure and track experience on multiple levels
- how to leverage your internal system to improve CX
Course curriculum
Day 1: Why should I care about CX
- telecom CX objective
- benefit
- examples
Day 2: Main areas of improvement
- improve churn
- identify pain points
- decrease calls to customer support
- Improve cross and up sales
Day 3: CX strategy
- research
- set priorities and goals
Day 4: Internal foundation
- empathize with customer
- persona
- customer journey
- empathy map
Day 5: Measuring system
- main CX metrics
- about analytics system
- about CRM
- about survey
- about communication system
This course includes:
- 4 hours of live lectures in total
- 18 chapters
- downloadable resources included
- recorded lessons on demand (with extra payment)
- Access on any computer
- Certificate of completion
For whom is the Telecom CX course intended?
Telecom CX course is for marketing and customer experience teams, or any other department involved with CX.
Are the lectures live?
Yes! The lectures are live to establish better communication with your internal team. The internal team can ask questions at any time.
What is the lesson duration?
Each lesson lasts for 45 minutes. There is no need for the lesson to last longer.
Do I need to fill out any information before starting?
Just on this form, we will always keep your personal information safe. We ask for your information in exchange for a valuable resource that we think may be of interest to you by email or other means, and send you marketing communications that we believe may be of value to you.
Real-life course or through Zoom?
We will communicate through the Zoom app; in some cases, a real-life course is also possible.
This course includes:
- 4 hours of live lectures in total
- 18 chapters
- downloadable resources included
- recorded lessons on demand (with extra payment)
- Access on any computer
- Certificate of completion
For whom is the Telecom CX course intended?
Telecom CX course is for marketing and customer experience teams, or any other department involved with CX.
Are the lectures live?
Yes! The lectures are live to establish better communication with your internal team. The internal team can ask questions at any time.
What is the lesson duration?
Each lesson lasts for 45 minutes. There is no need for the lesson to last longer.
Do I need to fill out any information before starting?
Just on this form, we will always keep your personal information safe. We ask for your information in exchange for a valuable resource that we think may be of interest to you by email or other means, and send you marketing communications that we believe may be of value to you.
Real-life course or through Zoom?
We will communicate through the Zoom app; in some cases, a real-life course is also possible.