Customer Experience Analytics with Power BI Training Course

Duration 5 days 10 modules · 33 contact hours
Level Intermediate Certificate on completion
Who attends Customer Experience Managers, Customer Insight Analysts and others
Fee from USD 1,100 KSh 95,000 for Kenyan organisations
Where 52 cities + online See dates by city
Next start 16 Nov 2026 Course code SD-CS-203

Before you join: Participants should be comfortable using Excel or similar tools to inspect tables, filters, formulas and basic charts.

Dates & prices

Two start dates a month in every city, and live online on weekdays or weekends. Fees are per participant; classroom fees include tuition, materials, lunch and refreshments, and the certificate.

Suggest a date or city

Showing the next six months. Later dates, other cities and private deliveries for your team are available on request.

Course overview

Customer experience teams often hold survey scores, contact-centre records, complaints, CRM data and digital interaction data in separate files or systems. Without a clear data model and reporting method, leaders receive static scorecards that show what happened but not which customer journeys, channels, products or service failures require action. Power BI can bring these sources together, provided analysts can define reliable CX metrics, prepare data correctly and communicate findings without distorting the customer story.

This course teaches participants to build decision-ready customer experience reporting in Power BI. Participants structure CX data at the correct grain, use Power Query to prepare survey and operational data, design star-schema models, and create DAX measures for NPS, CSAT, Customer Effort Score, response rates, resolution performance and customer segments. They learn to analyse CX performance by journey stage, channel, customer group, issue type and time period, then develop report pages that support root-cause analysis and service improvement decisions.

Instructor-led sessions combine concise technical briefings with guided Power BI builds, CX reporting cases, group analysis and dashboard critique. Cases reflect common service environments such as retail banking complaints, public-service contact centres, B2B account support and digital customer journeys. Participants leave with a reusable CX dashboard specification, metric dictionary, data-model blueprint, DAX measure set and reporting governance checklist that can be adapted to their own data.

The course suits customer experience managers, customer insight analysts, service improvement specialists and Power BI users who need to turn customer feedback and service data into credible management reporting. It is particularly useful where teams need to connect experience scores with operational performance and prioritise actions using evidence.

What you will be able to do

  • Define a CX measurement framework linking journeys, touchpoints, sentiment and operational outcomes
  • Prepare survey, CRM and service-operation data using Power Query transformation techniques
  • Design a star-schema Power BI data model for customer experience analysis
  • Create DAX measures for NPS, CSAT, Customer Effort Score and response rates
  • Analyse customer experience performance by segment, channel, journey stage and issue type
  • Build interactive Power BI report pages for CX management and root-cause investigation
  • Apply drill-through, tooltips and decomposition trees to investigate performance drivers
  • Produce a CX reporting governance plan covering definitions, refreshes, access and action ownership

Benefits of attending

For you

  • Build credible CX dashboards rather than manually updating presentation scorecards
  • Diagnose experience drivers through linked survey and operational measures
  • Write reusable DAX calculations for common customer service performance indicators
  • Present customer insight findings with clearer evidence and decision pathways
  • Create a portfolio-quality CX reporting model for workplace application

For your organisation

  • Creates consistent definitions for NPS, CSAT, effort, complaints and service outcomes
  • Reduces manual reporting effort through refreshable Power BI data models
  • Identifies experience problems by journey, channel, customer segment and issue category
  • Connects customer feedback with operational measures that service leaders can influence
  • Improves governance over CX reporting, metric ownership and improvement follow-through

Course modules

10 modules over 5 days

Participants can define a measurement architecture that connects customer experience evidence to service decisions.

  • CX measurement architecture linking journeys, touchpoints, operational metrics and outcomes
  • Voice-of-customer sources: surveys, contacts, complaints, reviews and behavioural events
  • Distinguishing relationship, transactional and journey-feedback measurement programme requirements
  • Customer journey maps translated into analysable stages and events
  • Metric dictionary definitions for customer, interaction, channel, date and owner
  • Grain and business keys established before report-model design
  • Privacy-by-design handling of customer identifiers, free text and consent
  • Baseline questions framed around retention, effort, satisfaction and resolution

Participants can specify defensible CX metrics, comparison groups and decision thresholds.

  • Net Promoter Score calculation using promoter, passive and detractor responses
  • CSAT scoring methods, scale normalisation and top-box reporting
  • Customer Effort Score definitions aligned with interaction and journey types
  • Response rates, completion rates and non-response bias checks
  • Operational metrics: first-contact resolution, handling time, backlog and repeat contacts
  • Driver-analysis questions separating correlation, segmentation and causal claims
  • Targets, tolerance bands and control limits for management interpretation
  • Denominator rules documented for every rate, score and percentage

Participants can use Power Query to clean, combine and document CX data sources.

  • Power Query import options for spreadsheets, CSV files and databases
  • Data profiling identifies nulls, duplicates, outliers and invalid categories
  • Column transformations standardise dates, scores, channels and service classifications
  • Survey response tables reshaped through pivot and unpivot operations
  • Append queries combine monthly extracts with matching column structures
  • Merge queries join survey responses to customer and interaction records
  • Conditional columns classify promoters, detractors, complaints and resolution outcomes
  • Query steps documented to support repeatable refresh and audit review

Participants can build a star-schema model that supports reliable CX reporting.

  • Star schema separates fact tables from customer, date and channel dimensions
  • Fact-table grain defined for surveys, contacts, complaints and transactions
  • Dimension tables standardise journey stages, products, regions and issue categories
  • One-to-many relationships configured with appropriate cross-filter direction
  • Date tables support monthly trends, rolling periods and year comparisons
  • Role-playing dates manage invitation, response, contact and resolution dates
  • Surrogate keys and matching rules resolve inconsistent customer identifiers
  • Model validation reconciles record counts, totals and expected business logic

Participants can create DAX measures that calculate and compare CX performance accurately.

  • Measures versus calculated columns for dynamic customer experience calculations
  • CALCULATE modifies filter context for channel, segment and period analysis
  • DIVIDE handles zero denominators in rates and score calculations
  • NPS measures calculate promoter and detractor percentages from responses
  • CSAT top-box measures apply documented satisfaction score thresholds
  • Time-intelligence measures compare current periods, prior periods and rolling averages
  • VAR statements improve readability and testing of complex DAX measures
  • Measure formatting communicates percentages, scores, counts and conditional status

Participants can identify meaningful CX differences across journeys, customer groups and service conditions.

  • Journey-stage analysis compares satisfaction, effort and resolution across touchpoints
  • Customer segmentation uses tenure, value, product, region and behavioural attributes
  • Channel comparisons account for interaction purpose, complexity and customer mix
  • Issue taxonomy analysis identifies recurring failure reasons and complaint themes
  • Cohort views track experience changes after onboarding or service interventions
  • Scatter plots compare satisfaction against wait time and resolution performance
  • Pareto analysis ranks service issues by volume and customer impact
  • Small-sample warnings prevent overinterpretation of volatile segment scores

Participants can design Power BI report pages that support clear CX management decisions.

  • Report-page purpose defined for executives, service managers and analysts
  • KPI cards show current score, target, comparator and sample size
  • Line charts reveal trends, seasonality and post-intervention performance changes
  • Bar charts rank channels, products, journeys and issue categories
  • Matrix layouts combine customer segments with operational service measures
  • Slicers support focused analysis without obscuring report interpretation
  • Accessible colour choices distinguish status, movement and customer sentiment
  • Visual hierarchy directs attention from headline performance to underlying drivers

Participants can configure interactive report features for structured CX performance investigation.

  • Drill-through pages investigate journey, customer segment and issue-level performance
  • Report tooltips provide contextual metrics without overcrowding main visuals
  • Decomposition trees explore drivers of low satisfaction or high effort
  • Bookmarks create guided management views for recurring review meetings
  • Field parameters switch dimensions and measures within analytical visuals
  • Key influencers visual assessed critically before operational conclusions are drawn
  • Cross-filter behaviour tested to prevent misleading report interactions
  • Root-cause narratives distinguish observed patterns from confirmed service causes

Participants can prepare CX reports for controlled publication, refresh and stakeholder use.

  • Power BI Service workspaces organise development, review and published reports
  • Scheduled refresh requirements assessed for source access and data readiness
  • Row-level security restricts regional, team or customer-account report access
  • Data refresh exceptions monitored through ownership and escalation procedures
  • Certified datasets reduce conflicting calculations across customer service reports
  • Metric governance assigns definition approval, data ownership and review frequency
  • Report release checklists cover accuracy, filters, accessibility and confidentiality
  • Management routines connect dashboard findings with action tracking and accountability

Participants can translate CX reporting findings into prioritised service improvement actions.

  • Insight statements connect metric movement with affected customers and journeys
  • Problem framing distinguishes symptom, service failure and underlying process cause
  • Impact-effort matrices prioritise improvement actions using evidence and feasibility
  • Service recovery indicators track complaint handling, follow-up and resolution quality
  • Closed-loop feedback processes assign response actions to named service owners
  • Before-and-after measurement plans test whether interventions improve experience outcomes
  • Dashboard review cadences align operational, tactical and executive decisions
  • Personal application plans identify data sources, stakeholders and first reporting milestones

Exercises and examples are adapted to each cohort's sectors and roles.

What you take back to work

  1. CX metric dictionary template
  2. Power BI star-schema model blueprint
  3. DAX customer experience measure library
  4. CX dashboard page-wireframe pack
  5. Root-cause analysis checklist
  6. CX reporting governance plan

Who should attend

  • Customer Experience Managers — need evidence to prioritise journey and service improvements
  • Customer Insight Analysts — need repeatable methods for analysing feedback and operational data
  • Customer Service Managers — need channel, issue and resolution reporting for performance decisions
  • Business Intelligence Analysts — need CX-specific metrics and reporting patterns in Power BI
  • Contact Centre Managers — need to connect customer sentiment with service delivery measures
  • Marketing and CRM Analysts — need to analyse loyalty, satisfaction and customer segment performance

Skills and tools covered

CX metric designPower Query preparationDAX measure developmentCustomer journey analysisPower BI dashboardingReporting governance

Tools and standards

Power BI Desktop, Power Query, DAX, Microsoft Power BI Service

How the course runs

Training methodology

The course uses short instructor briefings followed by guided Power BI configuration, case-based analysis and structured group discussion. Participants work with realistic survey, contact-centre, CRM and complaint data to make modelling, calculation and visual-design decisions. Trainers demonstrate Power Query and DAX techniques step by step, then review alternative reporting approaches and common errors. Dashboard critique sessions focus on interpretation, actionability and stakeholder use. The final application-planning segment converts course methods into a reporting plan for each participant's workplace.

Requirements and prerequisites

Participants should be comfortable using Excel or similar tools to inspect tables, filters, formulas and basic charts. They should understand common customer service measures such as satisfaction, complaints, response time or resolution, although prior work in a CX team is not essential. Some experience opening and editing Power BI reports is helpful, but participants do not need prior DAX or Power Query knowledge. Programming, statistics qualifications, database administration and advanced data-science experience are not required.

A typical training day

08:30 – 10:30First session
10:30 – 10:45Refreshment break
10:45 – 12:30Second session
12:30 – 13:30Lunch and networking
13:30 – 15:00Third session
15:00 – 15:15Refreshment break
15:15 – 16:30Workshop and daily review

Live online deliveries follow the same structure in East Africa Time, with shorter screen blocks and longer breaks.

What the fee includes

  • Instruction by a practitioner facilitator
  • Full course workbook and materials
  • Exercise files, templates and case studies
  • Refreshments and lunch on classroom deliveries
  • Certificate of completion
  • Post-course application plan

Frequently asked questions

You should be comfortable reading tables, filters and basic charts, ideally in Excel or an existing Power BI report. The course teaches Power Query, data modelling and DAX from an intermediate working level, so prior coding experience is not required.

Bring a laptop with Power BI Desktop installed if you are attending in person, plus access to your organisation's approved training environment where applicable. A sample of your current CX metrics, survey questions or dashboard requirements will help you shape the application plan.

It is designed for CX, customer insight, service operations, contact-centre and business intelligence professionals who report customer experience performance. It also suits managers who need to commission or assess Power BI CX reports.

General Power BI courses focus on platform functions across many business subjects, while customer service courses concentrate on frontline delivery and management. This course applies Power BI specifically to surveys, journeys, complaints, service contacts, CX metrics and improvement decisions.

Participants can use the metric dictionary, data-model blueprint and dashboard wireframes to improve an existing report or establish a new CX reporting process. The methods are applicable to feedback surveys, CRM records, complaints, contact-centre data and digital journey data.

The programme runs for five training days from 08:30 to 16:30, providing approximately 6.5 contact hours each day. Time is allocated across CX measurement design, Power Query, modelling, DAX, visual reporting, investigation features, governance and application planning.

Questions about this course?

Ask about dates, fees, group bookings or running it for your team. Our training team replies by email.

Ask on WhatsApp info@skillsetdevelopment.com

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