AI-Powered Customer Experience, Personalization and Digital Services Transformation Training Course
Course Overview
| Course Title | AI-Powered Customer Experience, Personalization and Digital Services Transformation Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Centre |
| Duration | 5 days |
| Target Industries |
|
| Target Job Roles |
|
| Course Fees (Face-to-Face) | USD 1,500/KES 99,000 (Exclusive of VAT) |
| Course Fees (Virtual) | USD 1,000/KES 70,000 (Exclusive of VAT) |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This comprehensive 5-day training program is designed to equip telecommunications and digital service professionals with the knowledge and practical skills required to leverage Artificial Intelligence, Machine Learning, and analytics to transform customer experience, personalize digital services, and improve customer engagement.
The course addresses the changing expectations of telecom customers who increasingly demand seamless connectivity, personalized services, instant support, and intelligent digital interactions. Participants will explore AI-powered customer analytics, customer journey optimization, conversational AI, recommendation engines, digital marketing intelligence, and customer experience automation.
Through practical exercises, industry case studies, and real-world applications, participants will develop capabilities to implement AI-driven customer experience strategies that improve customer satisfaction, reduce churn, increase revenue, and strengthen digital service ecosystems.
Course Duration
5 Days
Target Participants
- Customer Experience Managers
- Telecom Marketing Professionals
- Digital Service Managers
- Business Analysts
- Data Analysts
- Product Managers
- Customer Support Managers
- Telecom Operations Professionals
- Digital Transformation Specialists
Personal Impact
- Understand AI applications in customer experience management.
- Develop skills in customer analytics and personalization.
- Improve ability to design AI-enabled digital services.
- Gain knowledge of conversational AI and automation.
- Strengthen understanding of customer data analytics.
Organizational Impact
- Improved customer satisfaction and loyalty.
- Reduced customer churn through predictive analytics.
- Enhanced digital service adoption.
- Improved customer engagement through personalization.
- Increased revenue opportunities through intelligent recommendations.
- More efficient customer support operations.
Course Objectives
By the end of this training, participants will be able to:
- Apply AI techniques to improve telecom customer experience.
- Use customer analytics for personalization and retention.
- Understand conversational AI and intelligent customer support.
- Develop AI-enabled digital service strategies.
- Apply responsible AI principles in customer management.
Course Modules
Course Modules
Module 1: Artificial Intelligence Transformation of Telecom Customer Experience
- Evolution of telecom customer experience
- Digital customer expectations and market trends
- AI opportunities across customer lifecycle management
- Customer journey analytics
- AI-driven service innovation
- Challenges in implementing AI customer solutions
- Case Study & Practical Application: Developing an AI-driven customer experience transformation roadmap for a telecom operator.
Module 2: Customer Data Platforms and Intelligent Customer Analytics
- Customer data ecosystems
- Subscriber profiling and segmentation
- Behaviour analytics
- Customer lifetime value analysis
- Predictive customer insights
- Data privacy considerations
- Case Study & Practical Application: Building customer segments using telecom usage and behavioural data.
Module 3: Conversational AI, Chatbots and Intelligent Service Automation
- Natural Language Processing (NLP) fundamentals
- AI chatbots and virtual assistants
- Voice-based AI services
- Automated customer support
- Generative AI applications in telecom service delivery
- Human-AI service integration
- Case Study & Practical Application: Designing an AI-powered virtual assistant for telecom customer support.
Module 4: AI-Based Personalization, Marketing Analytics and Revenue Optimization
- Recommendation engines
- Personalized service offerings
- Customer behaviour prediction
- Targeted marketing analytics
- Dynamic service recommendations
- Cross-selling and upselling strategies
- Case Study & Practical Application: Developing an AI-based personalization strategy to improve customer engagement and revenue.
Module 5: Responsible AI, Customer Data Protection and Future Digital Services
- Ethical AI principles
- Customer data protection requirements
- AI transparency and explainability
- Digital trust frameworks
- Future trends:
- Generative AI services
- AI-powered digital platforms
- Intelligent customer ecosystems
- Case Study & Practical Application: Developing an AI governance framework for customer-facing telecom applications.
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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| Date | Cost | |
|---|---|---|
| 2026 Schedules | ||
|
Nairobi
|
||
|
14 Dec -
18 Dec
|
KES 99,000
|
$1,500 |
Register |
|
Johannesberg
|
||
|
14 Dec -
18 Dec
|
$3,100 |
Register |
|
Mombasa
|
||
|
14 Dec -
18 Dec
|
KES 115,000
|
$1,500 |
Register |
|
Kigali
|
||
|
14 Dec -
18 Dec
|
$1,850 |
Register |
|
Addis Ababa
|
||
|
14 Dec -
18 Dec
|
$3,100 |
Register |
|
Kuala Lumpur
|
||
|
14 Dec -
18 Dec
|
$5,500 |
Register |
|
Accra
|
||
|
14 Dec -
18 Dec
|
$3,200 |
Register |
|
Cairo
|
||
|
14 Dec -
18 Dec
|
$4,200 |
Register |
|
Cape Town
|
||
|
14 Dec -
18 Dec
|
$3,800 |
Register |
|
Pretoria
|
||
|
14 Dec -
18 Dec
|
$3,100 |
Register |
|
Dar es Salaam
|
||
|
14 Dec -
18 Dec
|
$2,100 |
Register |
|
Naivasha
|
||
|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Kisumu
|
||
|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Arusha
|
||
|
14 Dec -
18 Dec
|
$2,100 |
Register |
|
Machakos
|
||
|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Nakuru
|
||
|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Kampala
|
||
|
14 Dec -
18 Dec
|
$1,800 |
Register |
|
Dubai
|
||
|
14 Dec -
18 Dec
|
$3,900 |
Register |
|
Zanzibar
|
||
|
14 Dec -
18 Dec
|
$2,100 |
Register |
| 2027 Schedules | ||
|
Dar es Salaam
|
||
|
11 Jan -
15 Jan
|
$2,100 |
Register |
|
08 Feb -
12 Feb
|
$2,100 |
Register |
|
08 Mar -
12 Mar
|
$2,100 |
Register |
|
12 Apr -
16 Apr
|
$2,100 |
Register |
|
10 May -
14 May
|
$2,100 |
Register |
|
14 Jun -
18 Jun
|
$2,100 |
Register |
|
12 Jul -
16 Jul
|
$2,100 |
Register |
|
09 Aug -
13 Aug
|
$2,100 |
Register |
|
13 Sep -
17 Sep
|
$2,100 |
Register |
|
11 Oct -
15 Oct
|
$2,100 |
Register |
|
08 Nov -
12 Nov
|
$2,100 |
Register |
|
06 Dec -
10 Dec
|
$2,100 |
Register |
|
Kigali
|
||
|
11 Jan -
15 Jan
|
$1,850 |
Register |
|
08 Feb -
12 Feb
|
$1,850 |
Register |
|
08 Mar -
12 Mar
|
$1,850 |
Register |
|
12 Apr -
16 Apr
|
$1,850 |
Register |
|
10 May -
14 May
|
$1,850 |
Register |
|
14 Jun -
18 Jun
|
$1,850 |
Register |
|
12 Jul -
16 Jul
|
$1,850 |
Register |
|
09 Aug -
13 Aug
|
$1,850 |
Register |
|
13 Sep -
17 Sep
|
$1,850 |
Register |
|
11 Oct -
15 Oct
|
$1,850 |
Register |
|
08 Nov -
12 Nov
|
$1,850 |
Register |
|
06 Dec -
10 Dec
|
$1,850 |
Register |
|
Addis Ababa
|
||
|
11 Jan -
15 Jan
|
$3,100 |
Register |
|
08 Feb -
12 Feb
|
$3,100 |
Register |
|
08 Mar -
12 Mar
|
$3,100 |
Register |
|
12 Apr -
16 Apr
|
$3,100 |
Register |
|
10 May -
14 May
|
$3,100 |
Register |
|
14 Jun -
18 Jun
|
$3,100 |
Register |
|
12 Jul -
16 Jul
|
$3,100 |
Register |
|
09 Aug -
13 Aug
|
$3,100 |
Register |
|
13 Sep -
17 Sep
|
$3,100 |
Register |
|
11 Oct -
15 Oct
|
$3,100 |
Register |
|
08 Nov -
12 Nov
|
$3,100 |
Register |
|
06 Dec -
10 Dec
|
$3,100 |
Register |
|
Kuala Lumpur
|
||
|
11 Jan -
15 Jan
|
$5,500 |
Register |
|
08 Feb -
12 Feb
|
$5,500 |
Register |
|
08 Mar -
12 Mar
|
$5,500 |
Register |
|
12 Apr -
16 Apr
|
$5,500 |
Register |
|
10 May -
14 May
|
$5,500 |
Register |
|
14 Jun -
18 Jun
|
$5,500 |
Register |
|
12 Jul -
16 Jul
|
$5,500 |
Register |
|
09 Aug -
13 Aug
|
$5,500 |
Register |
|
13 Sep -
17 Sep
|
$5,500 |
Register |
|
11 Oct -
15 Oct
|
$5,500 |
Register |
|
08 Nov -
12 Nov
|
$5,500 |
Register |
|
06 Dec -
10 Dec
|
$5,500 |
Register |
|
Accra
|
||
|
11 Jan -
15 Jan
|
$3,200 |
Register |
|
08 Feb -
12 Feb
|
$3,200 |
Register |
|
08 Mar -
12 Mar
|
$3,200 |
Register |
|
12 Apr -
16 Apr
|
$3,200 |
Register |
|
10 May -
14 May
|
$3,200 |
Register |
|
14 Jun -
18 Jun
|
$3,200 |
Register |
|
12 Jul -
16 Jul
|
$3,200 |
Register |
|
09 Aug -
13 Aug
|
$3,200 |
Register |
|
13 Sep -
17 Sep
|
$3,200 |
Register |
|
11 Oct -
15 Oct
|
$3,200 |
Register |
|
08 Nov -
12 Nov
|
$3,200 |
Register |
|
06 Dec -
10 Dec
|
$3,200 |
Register |
|
Pretoria
|
||
|
11 Jan -
15 Jan
|
$3,100 |
Register |
|
08 Feb -
12 Feb
|
$3,100 |
Register |
|
08 Mar -
12 Mar
|
$3,100 |
Register |
|
12 Apr -
16 Apr
|
$3,100 |
Register |
|
10 May -
14 May
|
$3,100 |
Register |
|
14 Jun -
18 Jun
|
$3,100 |
Register |
|
12 Jul -
16 Jul
|
$3,100 |
Register |
|
09 Aug -
13 Aug
|
$3,100 |
Register |
|
13 Sep -
17 Sep
|
$3,100 |
Register |
|
11 Oct -
15 Oct
|
$3,100 |
Register |
|
08 Nov -
12 Nov
|
$3,100 |
Register |
|
06 Dec -
10 Dec
|
$3,100 |
Register |
|
Cape Town
|
||
|
11 Jan -
15 Jan
|
$3,800 |
Register |
|
08 Feb -
12 Feb
|
$3,800 |
Register |
|
08 Mar -
12 Mar
|
$3,800 |
Register |
|
12 Apr -
16 Apr
|
$3,800 |
Register |
|
10 May -
14 May
|
$3,800 |
Register |
|
14 Jun -
18 Jun
|
$3,800 |
Register |
|
12 Jul -
16 Jul
|
$3,800 |
Register |
|
09 Aug -
13 Aug
|
$3,800 |
Register |
|
13 Sep -
17 Sep
|
$3,800 |
Register |
|
11 Oct -
15 Oct
|
$3,800 |
Register |
|
08 Nov -
12 Nov
|
$3,800 |
Register |
|
06 Dec -
10 Dec
|
$3,800 |
Register |
|
Johannesberg
|
||
|
11 Jan -
15 Jan
|
$3,100 |
Register |
|
08 Feb -
12 Feb
|
$3,100 |
Register |
|
08 Mar -
12 Mar
|
$3,100 |
Register |
|
12 Apr -
16 Apr
|
$3,100 |
Register |
|
10 May -
14 May
|
$3,100 |
Register |
|
14 Jun -
18 Jun
|
$3,100 |
Register |
|
12 Jul -
16 Jul
|
$3,100 |
Register |
|
09 Aug -
13 Aug
|
$3,100 |
Register |
|
13 Sep -
17 Sep
|
$3,100 |
Register |
|
11 Oct -
15 Oct
|
$3,100 |
Register |
|
08 Nov -
12 Nov
|
$3,100 |
Register |
|
06 Dec -
10 Dec
|
$3,100 |
Register |
|
Cairo
|
||
|
11 Jan -
15 Jan
|
$4,200 |
Register |
|
08 Feb -
12 Feb
|
$4,200 |
Register |
|
08 Mar -
12 Mar
|
$4,200 |
Register |
|
12 Apr -
16 Apr
|
$4,200 |
Register |
|
10 May -
14 May
|
$4,200 |
Register |
|
14 Jun -
18 Jun
|
$4,200 |
Register |
|
12 Jul -
16 Jul
|
$4,200 |
Register |
|
09 Aug -
13 Aug
|
$4,200 |
Register |
|
13 Sep -
17 Sep
|
$4,200 |
Register |
|
11 Oct -
15 Oct
|
$4,200 |
Register |
|
08 Nov -
12 Nov
|
$4,200 |
Register |
|
06 Dec -
10 Dec
|
$4,200 |
Register |
|
Arusha
|
||
|
11 Jan -
15 Jan
|
$2,100 |
Register |
|
08 Feb -
12 Feb
|
$2,100 |
Register |
|
08 Mar -
12 Mar
|
$2,100 |
Register |
|
12 Apr -
16 Apr
|
$2,100 |
Register |
|
10 May -
14 May
|
$2,100 |
Register |
|
14 Jun -
18 Jun
|
$2,100 |
Register |
|
12 Jul -
16 Jul
|
$2,100 |
Register |
|
09 Aug -
13 Aug
|
$2,100 |
Register |
|
13 Sep -
17 Sep
|
$2,100 |
Register |
|
11 Oct -
15 Oct
|
$2,100 |
Register |
|
08 Nov -
12 Nov
|
$2,100 |
Register |
|
06 Dec -
10 Dec
|
$2,100 |
Register |
|
Machakos
|
||
|
11 Jan -
15 Jan
|
KES 110,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 110,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 110,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 110,000
|
$1,500 |
Register |
|
10 May -
14 May
|
KES 110,000
|
$1,500 |
Register |
|
14 Jun -
18 Jun
|
KES 110,000
|
$1,500 |
Register |
|
12 Jul -
16 Jul
|
KES 110,000
|
$1,500 |
Register |
|
09 Aug -
13 Aug
|
KES 110,000
|
$1,500 |
Register |
|
13 Sep -
17 Sep
|
KES 110,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 110,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 110,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Zanzibar
|
||
|
11 Jan -
15 Jan
|
$2,100 |
Register |
|
08 Feb -
12 Feb
|
$2,100 |
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|
08 Mar -
12 Mar
|
$2,100 |
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|
12 Apr -
16 Apr
|
$2,100 |
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|
10 May -
14 May
|
$2,100 |
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|
14 Jun -
18 Jun
|
$2,100 |
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|
12 Jul -
16 Jul
|
$2,100 |
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|
09 Aug -
13 Aug
|
$2,100 |
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|
13 Sep -
17 Sep
|
$2,100 |
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|
11 Oct -
15 Oct
|
$2,100 |
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|
08 Nov -
12 Nov
|
$2,100 |
Register |
|
06 Dec -
10 Dec
|
$2,100 |
Register |
|
Kisumu
|
||
|
11 Jan -
15 Jan
|
KES 110,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 110,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 110,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 110,000
|
$1,500 |
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|
10 May -
14 May
|
KES 110,000
|
$1,500 |
Register |
|
14 Jun -
18 Jun
|
KES 110,000
|
$1,500 |
Register |
|
12 Jul -
16 Jul
|
KES 110,000
|
$1,500 |
Register |
|
09 Aug -
13 Aug
|
KES 110,000
|
$1,500 |
Register |
|
13 Sep -
17 Sep
|
KES 110,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 110,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 110,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Nakuru
|
||
|
11 Jan -
15 Jan
|
KES 110,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 110,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 110,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 110,000
|
$1,500 |
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|
10 May -
14 May
|
KES 110,000
|
$1,500 |
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|
14 Jun -
18 Jun
|
KES 110,000
|
$1,500 |
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|
12 Jul -
16 Jul
|
KES 110,000
|
$1,500 |
Register |
|
09 Aug -
13 Aug
|
KES 110,000
|
$1,500 |
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|
13 Sep -
17 Sep
|
KES 110,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 110,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 110,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Mombasa
|
||
|
11 Jan -
15 Jan
|
KES 115,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 115,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 115,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 115,000
|
$1,500 |
Register |
|
10 May -
14 May
|
KES 115,000
|
$1,500 |
Register |
|
14 Jun -
18 Jun
|
KES 115,000
|
$1,500 |
Register |
|
12 Jul -
16 Jul
|
KES 115,000
|
$1,500 |
Register |
|
09 Aug -
13 Aug
|
KES 115,000
|
$1,500 |
Register |
|
13 Sep -
17 Sep
|
KES 115,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 115,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 115,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 115,000
|
$1,500 |
Register |
|
Nairobi
|
||
|
11 Jan -
15 Jan
|
KES 99,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 99,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 99,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 99,000
|
$1,500 |
Register |
|
10 May -
14 May
|
KES 99,000
|
$1,500 |
Register |
|
14 Jun -
18 Jun
|
KES 99,000
|
$1,500 |
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|
12 Jul -
16 Jul
|
KES 99,000
|
$1,500 |
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|
09 Aug -
13 Aug
|
KES 99,000
|
$1,500 |
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|
13 Sep -
17 Sep
|
KES 99,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 99,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 99,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 99,000
|
$1,500 |
Register |
|
Naivasha
|
||
|
11 Jan -
15 Jan
|
KES 110,000
|
$1,500 |
Register |
|
08 Feb -
12 Feb
|
KES 110,000
|
$1,500 |
Register |
|
08 Mar -
12 Mar
|
KES 110,000
|
$1,500 |
Register |
|
12 Apr -
16 Apr
|
KES 110,000
|
$1,500 |
Register |
|
10 May -
14 May
|
KES 110,000
|
$1,500 |
Register |
|
14 Jun -
18 Jun
|
KES 110,000
|
$1,500 |
Register |
|
12 Jul -
16 Jul
|
KES 110,000
|
$1,500 |
Register |
|
09 Aug -
13 Aug
|
KES 110,000
|
$1,500 |
Register |
|
13 Sep -
17 Sep
|
KES 110,000
|
$1,500 |
Register |
|
11 Oct -
15 Oct
|
KES 110,000
|
$1,500 |
Register |
|
08 Nov -
12 Nov
|
KES 110,000
|
$1,500 |
Register |
|
06 Dec -
10 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Kampala
|
||
|
11 Jan -
15 Jan
|
$1,800 |
Register |
|
08 Feb -
12 Feb
|
$1,800 |
Register |
|
08 Mar -
12 Mar
|
$1,800 |
Register |
|
12 Apr -
16 Apr
|
$1,800 |
Register |
|
10 May -
14 May
|
$1,800 |
Register |
|
14 Jun -
18 Jun
|
$1,800 |
Register |
|
12 Jul -
16 Jul
|
$1,800 |
Register |
|
09 Aug -
13 Aug
|
$1,800 |
Register |
|
13 Sep -
17 Sep
|
$1,800 |
Register |
|
11 Oct -
15 Oct
|
$1,800 |
Register |
|
08 Nov -
12 Nov
|
$1,800 |
Register |
|
06 Dec -
10 Dec
|
$1,800 |
Register |
|
Dubai
|
||
|
11 Jan -
15 Jan
|
$3,900 |
Register |
|
08 Feb -
12 Feb
|
$3,900 |
Register |
|
08 Mar -
12 Mar
|
$3,900 |
Register |
|
12 Apr -
16 Apr
|
$3,900 |
Register |
|
10 May -
14 May
|
$3,900 |
Register |
|
14 Jun -
18 Jun
|
$3,900 |
Register |
|
12 Jul -
16 Jul
|
$3,900 |
Register |
|
09 Aug -
13 Aug
|
$3,900 |
Register |
|
13 Sep -
17 Sep
|
$3,900 |
Register |
|
11 Oct -
15 Oct
|
$3,900 |
Register |
|
08 Nov -
12 Nov
|
$3,900 |
Register |
|
06 Dec -
10 Dec
|
$3,900 |
Register |
| Date & Mode | Cost |
|---|
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