This interactive programme is designed for managers who need to develop a thorough understanding of the customer in the wider context of the communications industry. It uses case studies and best practice examples throughout and provides tools to help organizations and their partners to assess where, when and how to become more customer-centric, and to use customer focus as the basis for improving overall organizational efficiency and effectiveness.


  • Critically appraise customer-centric initiatives – assessing their value to the customer and to communications organizations, as well as their commercial viability, risk and competitive sustainability’
  • Evaluate the impact of telecom and digital media trends on customers’ expectations and assess the consequences for service provider positioning
  • Identify new ways to define ‘markets’ and ‘customers’ that improve value to customers and service providers and increase competitive advantage’
  • Assess the likely implications of these trends on behavior of customers during lifecycles and decision-making
  • Identify clear links between customers’ value, satisfaction and loyalty drivers and assess the implications for organizational focus and strategic positioning
  • Apply advanced segmentation concepts to achieve competitive advantage on customers’ terms and increase organizational efficiency and effectiveness
  • Design holistic customer-centric solutions for different customer segments that maximize organizational efficiency and effectiveness and boost ROI
  • Identify opportunities to create value for customers by working with third parties, including competitors and OTT providers
  • Discuss with confidence the strategic role of telecom companies and partner organizations in delivering customer-centric solutions, and more confidently contribution to strategic debate at senior level
  • Make customer-focused decisions that build value for the organization in a way that is innovative and commercially grounded
  • Apply a broader knowledge of global communications trends and best practice to their own circumstances
  • Holistically identify, assess, and quantify the areas where customer centricity can benefit their own organizations
  • Communicate complex ideas to different audiences


  • Network Operations
  • Product Design and Management
  • Customer Communications
  • Pricing Specialists
  • Customer Management
  • PR
  • Corporate Strategy
  • Customer Engagement
  • Loyalty/Retention Team
  • Business Support and IT Specialists
  • Sales and Channel Management

Our Upcoming Trainings

SME Banking Masterclass
SME Banking Masterclass
Asset & Liability Management
Asset & Liability Management
Digital Banking Leadership
Digital Banking Leadership
Product Management and Development for Retail Banks
Product Management and Development for Retail Banks

Our Happy Clients