Course Outline

Module 1: Introduction to CX Analytics

• Key CX metrics: NPS, CSAT, CES, CLV.

• Linking CX analytics to business performance.

• Case Study: How analytics transformed CX in telecom.

Module 2: Power BI Essentials for CX Professionals

• Overview of Power BI environment.

• Data loading, cleaning, and preparation.

• Exercise: Importing customer satisfaction survey data.

Module 3: CX Data Modeling & Integration

• Connecting to CRM, VoC platforms, and multi-channel data.

• Data modeling for CX reporting.

• Hands-on Demo: Integrating Dynamics 365 with Power BI.

Module 4: Visualizing Customer Insights

• Designing effective CX dashboards.

• Visual storytelling for customer journey reporting.

• Workshop: Build a CX performance dashboard.

Module 5: Advanced DAX for CX Metrics

• Calculating NPS, churn, retention, and CLV with DAX.

• Custom measures for customer segmentation.

• Exercise: Create DAX formulas for CX scorecards.

Module 6: Customer Journey & Touchpoint Analytics

• Mapping CX journeys in Power BI.

• Identifying pain points and improvement areas.

• Case Example: Journey analytics in retail banking.

Module 7: Predictive CX Analytics

• Using Power BI with AI features for forecasting.

• Segmentation and predictive churn models.

• Lab: Build a churn prediction model.

Module 8: Automating CX Reporting

• Setting up scheduled refresh and real-time dashboards.

• Using Power BI Service and mobile apps for CX monitoring.

• Exercise: Automate a weekly CX report.

Module 9: Storytelling & Executive Reporting

• Presenting CX insights to leadership.

• Data visualization best practices.

• Workshop: Build an executive CX presentation.

Module 10: Capstone Project – CX Analytics Strategy

• Develop a full CX analytics strategy using Power BI.

• Combine dashboards, predictive insights, and reporting automation.

• Final Project: Deliver a CX analytics solution for a case organization.