CX Analytics & Reporting with Power BI Training Course
Gain the skills you need to advance your career. This course offers hands-on learning, expert guidance, and real-world applications designed to help you grow.
Course Overview
| Course Title | CX Analytics & Reporting with Power BI Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Centre |
| Duration | 10 days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | USD 2,700/KES 189,000 (Exclusive of VAT) |
| Course Fees (Virtual) | |
| 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 10-day training equips participants with the skills to analyze and visualize customer experience (CX) data using Microsoft Power BI. The course combines CX frameworks with data analytics, covering customer satisfaction metrics, journey analytics, service performance dashboards, and predictive insights. Participants will gain hands-on experience in building interactive reports, integrating multi-channel data, and presenting CX insights to stakeholders for improved decision-making.
Course Duration
10 Days
Target Audience
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Customer Experience Managers & Analysts
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Data Analysts & BI Professionals
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Marketing & Service Quality Teams
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CRM & Business Intelligence Specialists
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Strategy & Operations Managers
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Professionals seeking to leverage Power BI for CX insights
Personal Impact
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Develop confidence in analyzing CX data with Power BI.
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Learn to transform raw data into actionable customer insights.
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Enhance reporting skills through interactive dashboards and visual storytelling.
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Gain practical experience integrating VoC, NPS, CSAT, and CRM data.
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Improve ability to influence organizational decisions with data-driven CX analysis.
Organizational Impact
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Data-driven CX decision-making and strategy alignment.
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Faster and more accurate reporting of customer satisfaction and service performance.
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Improved tracking of CX initiatives and ROI.
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Enhanced ability to identify service pain points and opportunities.
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Stronger culture of customer-centric innovation supported by analytics.
Course Objectives
By the end of this training, participants will be able to:
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Understand CX metrics and analytics frameworks.
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Import, clean, and transform CX data in Power BI.
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Build dashboards that track NPS, CSAT, CES, and customer journey KPIs.
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Integrate CRM, VoC, and omnichannel data sources into Power BI.
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Apply DAX for advanced CX calculations.
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Develop predictive insights and customer segmentation models.
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Automate CX reporting for real-time decision-making.
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Present insights effectively to executives and teams.
Course Modules
Course Outline
Module 1: Introduction to CX Analytics
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Key CX metrics: NPS, CSAT, CES, CLV.
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Linking CX analytics to business performance.
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Case Study: How analytics transformed CX in telecom.
Module 2: Power BI Essentials for CX Professionals
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Overview of Power BI environment.
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Data loading, cleaning, and preparation.
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Exercise: Importing customer satisfaction survey data.
Module 3: CX Data Modeling & Integration
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Connecting to CRM, VoC platforms, and multi-channel data.
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Data modeling for CX reporting.
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Hands-on Demo: Integrating Dynamics 365 with Power BI.
Module 4: Visualizing Customer Insights
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Designing effective CX dashboards.
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Visual storytelling for customer journey reporting.
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Workshop: Build a CX performance dashboard.
Module 5: Advanced DAX for CX Metrics
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Calculating NPS, churn, retention, and CLV with DAX.
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Custom measures for customer segmentation.
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Exercise: Create DAX formulas for CX scorecards.
Module 6: Customer Journey & Touchpoint Analytics
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Mapping CX journeys in Power BI.
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Identifying pain points and improvement areas.
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Case Example: Journey analytics in retail banking.
Module 7: Predictive CX Analytics
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Using Power BI with AI features for forecasting.
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Segmentation and predictive churn models.
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Lab: Build a churn prediction model.
Module 8: Automating CX Reporting
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Setting up scheduled refresh and real-time dashboards.
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Using Power BI Service and mobile apps for CX monitoring.
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Exercise: Automate a weekly CX report.
Module 9: Storytelling & Executive Reporting
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Presenting CX insights to leadership.
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Data visualization best practices.
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Workshop: Build an executive CX presentation.
Module 10: Capstone Project – CX Analytics Strategy
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Develop a full CX analytics strategy using Power BI.
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Combine dashboards, predictive insights, and reporting automation.
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Final Project: Deliver a CX analytics solution for a case organization.
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: letstalk@techfordevelopment.com
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 letstalk@techfordevelopment.com.
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