2-Day Leadership Programme · HRD Corp Claimable

AI Productivity, Data & Implementation Mastery for Telco Managers & LeadersFrom network KPIs to board packs — lead your function with AI

Decide faster. Report sharper. Lead the AI shift in your team.

Telco leaders sit on more data than almost any industry — churn, ARPU, network KPIs, complaints, vendor SLAs — yet much of it still ends up in late-night slide decks. This hands-on programme shows managers how to turn that data into insight, dashboards and decisions with Generative AI, and leave with a prioritised AI implementation plan for their own function.

WhatsApp David Try the Leadership Prompt Lab

2-day in-house Telco datasets & scenarios Dashboards & data apps AI implementation plan

Your trainerDavid HooiHRD Corp Accredited Trainer

6,000+professionals trained

100+companies served

8modules built on telco scenarios

1AI implementation plan per function

Trusted by teams at

About the programme

Built for the people who run the network, the customer and the P&L

AI Productivity, Data & Implementation Mastery equips telco managers to apply Generative AI across network operations, customer experience, commercial performance and leadership decision-making. Day 1 builds AI fluency, prompting and leadership productivity — from outage summaries to board-ready slides. Day 2 moves into knowledge, data analysis, dashboards and a practical AI roadmap for each participant's function.

Every exercise uses telco scenarios: churn and ARPU analysis, network incident reports, complaint data, regulatory briefings and field-ops performance. AI does the heavy lifting; leaders bring the judgement, context and accountability that turn insight into action.

2days, fully hands-on

8modules incl. an implementation workshop

5AI platforms compared on telco tasks

HRDCorpclaimable

What every leader leaves with

Insight you can act on Monday — and a plan for the next 12 months

Not theory about AI. Participants build real management outputs from telco-style data, then plan how their own team will adopt AI safely.

Outcome 1 · Leadership Productivity

Board-ready reports in a fraction of the time

Executive summaries, incident and RCA briefs, stakeholder updates and a 5-slide management deck — produced from raw performance packs with AI.

COSTAR prompts
Gamma & Napkin AI
Board packs

Outcome 2 · Data & Dashboards

A churn or network-performance dashboard

Analyse an anonymised telco dataset, find the root causes, then build an interactive dashboard and a one-page infographic of findings and recommendations.

Churn & ARPU
Network KPIs
AI-built data app

Outcome 3 · AI Roadmap

A prioritised AI implementation plan

Use cases for your own function with business problem, data, tools and expected benefit — sequenced into quick wins, mid-term and longer-term initiatives with governance checkpoints.

0–3–6–12 months
PDPA-aware
Pilot-ready

Leadership Prompt Lab

One line in. Management-ready out.

Most leaders type a one-line request and get a generic answer back. Module 2 teaches the COSTAR framework so AI understands the context, the audience and the decision at stake. Pick a leadership task to see the difference.

Choose a leadership task

Typical prompt

Typical result

COSTAR prompt

Sample AI draft

Illustrative examples written for this page; figures are fictional. In class, participants run these prompts on anonymised telco-style data and refine the output.

One data pack, every audience

Turn the monthly performance pack into decisions

Modules 4 to 7 show how a single raw pack — network KPIs, complaints and sales — becomes the right output for every stakeholder, in hours instead of days.

One raw pack

"October network, complaints & sales"

Spreadsheets and reports from network, CX and commercial — AI cleans, analyses and reshapes them for each audience.

Board / EXCOOne-page executive summary & decisions needed

Management review5-slide storyline deck via Gamma

DashboardInteractive churn & site-performance view

InfographicKey findings on one visual poster

Frontline teamsPlain-language brief & action items

RegulatorStructured, factual submission draft

From workshop to working AI — the roadmap you build in Module 8

Every participant leaves with initiatives sequenced like this, with owners, data, tools and success metrics.

Day 2Map pain points: repetitive reports, ticket triage, complaint categorisation, reconciliation.

Week 2Pick 1–2 use cases; confirm data, tools and IT / PDPA approval.

0–3 monthsQuick wins: AI-drafted daily reports, meeting actions, briefing packs.

3–6 monthsMid-term: shared dashboards, knowledge base for frontline and support teams.

6–12 monthsLonger-term: data apps and AI assistants embedded in team workflows.

AI informs — leaders decide. The programme covers hallucination, accuracy checks and responsible use of customer data, PDPA obligations and network-sensitive information. Exercises use anonymised telco-style datasets, and we confirm which AI tools your IT policy allows before Day 1.

Explore the programme

Day 1 to lead with AI. Day 2 to lead with data.

Pick your function to see which modules matter most and what you could change with AI. Open any module for the details.

I lead…

009:00 – 9:40Introduction, Icebreaker & Pre-AssessmentFor your function

Programme introduction and learning objectives
Introductions by function: network, CX, commercial, enterprise, support
Current AI usage and leadership challenges in the business
Pre-training baseline: AI knowledge, confidence, prompt-writing and team adoption level

M19:40 – 10:45AI in the Telco BusinessFor your function

Artificial Intelligence and Generative AI explained for leaders
How AI is reshaping telco: AI-assisted network operations, predictive maintenance, self-service care, personalised offers, fraud detection
Capabilities and limitations of Generative AI
Hallucination, accuracy and responsible use: customer data, PDPA, network-sensitive and confidential information

Exercise: map AI opportunities in your own function's daily and weekly work.

M211:00 – 12:15Prompt Engineering for Telco LeadersFor your function

What makes an effective prompt: context, instructions and constraints
The COSTAR prompting framework
Controlling tone and audience: customers, frontline staff, management, board, regulator
Iterative prompting and refining outputs

Exercise: turn "summarise last night's outage for management" into a structured COSTAR prompt and compare the results.

M312:15 – 1:00Choosing the Right LLMFor your function

Comparing ChatGPT, Claude, Google Gemini, Microsoft Copilot and DeepSeek
Strengths by task: research, analysis, long technical documents, content, reasoning
Enterprise considerations: data residency, privacy settings and approved-tool policies

Exercise: run the same telco task — a customer advisory for planned maintenance — across platforms and compare quality.

M42:00 – 4:45AI for Leadership Productivity & Executive PresentationsFor your function

Draft and improve emails, escalations and stakeholder updates
Summarise incident reports, RCAs, vendor proposals and RFP responses
Executive summaries for management and board packs
Meeting notes from war rooms, ops and sales reviews into action items with owners
Business cases, proposals, regulatory submissions and service-disruption communications
Gamma and Napkin AI for presentations and diagrams; simplifying technical network information for non-technical audiences

Exercise: turn a raw monthly performance pack (network KPIs, complaints, sales) into a 5-slide management-ready presentation.

✓4:45 – 5:00Day 1 ReflectionFor your function

Key learning recap, Q&A and participant sharing

M59:15 – 10:30AI for Telco Knowledge ManagementFor your function

Managing scattered information: vendor manuals, SOPs, network change records, tariff sheets, policy and regulatory documents
Summarising and comparing documents: vendor proposals, competitor plans, regulatory consultations
Extracting key terms, SLAs and obligations from contracts
Working with PDF, Word, Excel, web content, call recordings and video
NotebookLM, Gemini and Microsoft Copilot Notebooks; a searchable knowledge base for frontline and support teams

Exercise: consolidate a vendor proposal, a regulatory update and a competitor launch into a one-page management briefing.

M610:45 – 12:15AI for Telco Data Analysis & Business InsightsFor your function

Preparing and anonymising telco data; spotting missing values, duplicates and inconsistencies
Cleaning and reconciling across billing, CRM and network systems
Patterns, trends and anomalies by region, segment, channel and site
Churn and retention · ARPU and product mix (prepaid, postpaid, fibre, enterprise) · network KPIs (availability, dropped calls, throughput, congestion) · complaint and NPS/CSAT drivers · capex/opex · vendor SLAs · dealer performance

Exercise: analyse an anonymised dataset (subscribers, churn, complaints) and present findings, root causes and three recommendations.

M712:15 – 1:00Dashboards, Data Apps & InfographicsFor your function

Turning insights into visual outputs leaders actually use
AI-generated code for interactive dashboards: KPI cards, charts and filters by region, segment or product
Simple data apps, e.g. a churn-risk lookup or site-performance tracker
Converting data summaries into professional infographic posters

Exercise: build an interactive churn or network-performance dashboard and a one-page infographic from the Module 6 analysis.

M82:00 – 4:40AI Implementation Plan for Your Telco FunctionFor your function

Pain points: repetitive reporting, ticket triage, order fallout, complaint categorisation, reconciliation, information bottlenecks
Use-case design: problem, AI solution, users, data, tools, expected benefit (e.g. lower AHT, faster MTTR, reduced churn, hours saved)
Prioritise: quick wins 0–3 months, mid-term 3–6, longer-term 6–12
Governance checkpoints: PDPA, customer-data handling, IT and security approval, regulatory considerations

Workshop: Problem → AI use case → Stakeholders → Tools/data → Pilot → Success metrics → Next action. Teams present 1–2 initiatives ready to pilot.

✓4:40 – 5:15Post-Assessment & ClosingFor your function

Post-training assessment against the Day 1 baseline
Programme recap, key takeaways and Q&A
Next-step recommendations for leading AI adoption in your team

Walk away with

Real outputs, built during the programme

Participants don't just learn about AI — they leave with work they can use in their next management meeting.

A leadership prompt libraryCOSTAR prompts for summaries, escalations, briefings and board packs.
A 5-slide management deckBuilt from a raw monthly performance pack.
A one-page management briefingVendor, regulatory and competitor documents consolidated with AI.
A telco data analysisFindings, root causes and three recommendations.
An interactive dashboardChurn or network performance, with filters and KPI cards.
An infographic posterKey findings and actions on one page.
A prioritised AI implementation plan for your functionUse cases, owners, data, tools, governance checkpoints and success metrics — sequenced into 0–3, 3–6 and 6–12 month initiatives, and presented to peers.

Impact for your organisation

Faster decisions, clearer reporting — with leaders in charge

Reporting time freed

Daily, weekly and monthly packs drafted with AI, so managers spend time on decisions, not formatting.

Sharper data insight

Churn, ARPU, network and complaint drivers surfaced in hours, not weeks.

Clearer communication

Technical network information turned into messages the board, frontline and customers understand.

AI adoption with guardrails

A pilot-ready roadmap that respects PDPA, IT policy and regulatory obligations.

ChatGPTClaudeGeminiMicrosoft CopilotDeepSeekNotebookLMCopilot NotebooksGammaNapkin AICOSTARAI dashboards

How it's delivered

Learn on telco scenarios — from the first hour

Live AI demonstrations

See each tool work on real leadership tasks, step by step.

Hands-on with telco data

Anonymised subscriber, churn, complaint and network KPI datasets.

Cross-functional group work

Network, CX and commercial leaders solve problems together.

Implementation workshop

Each team presents 1–2 AI initiatives ready to pilot.

Training mix

70% hands-on exercises & workshop30% concepts & demos

Ideal for

Heads of department & senior leaders Network, NOC & engineering managers CX, contact centre & service assurance Commercial, marketing & product Enterprise & B2B sales leaders Retail, channel & dealer management Field ops & rollout managers Finance, regulatory, legal & HR

No coding or data-science background needed. Participants bring a laptop; we confirm approved AI tools with your IT team beforehand. Pre- and post-training assessments measure progress for your HRD Corp records.

“Transform workflows. Accelerate growth. Lead with AI.”

Your trainer

David HooiBEng, MBA

AI Adoption Specialist · Corporate Trainer · Founder, D Action Consultancy

David brings over 20 years of commercial and leadership experience at GlaxoSmithKline (GSK), where he served as Sales Director and earned multiple Sales Excellence Awards. He has sat in the leadership seat — owning targets, reports and teams — and teaches AI as a practical tool for better, faster management decisions.

As founder of D Action Consultancy & Services, he specialises in AI adoption for productivity, data and business transformation. He has trained 6,000+ professionals across 100+ companies — including major banks, insurers, government agencies and multinationals.

HRD Corp Accredited Trainer

Google AI Leader

Ex-Sales Director, GSK

Bilingual: English & Mandarin

Trusted by leading organisations

Banks, insurers, multinationals, government agencies and growing SMEs.

Give your leaders the AI edge — and a plan to use it

Run the programme in-house for your management team. Tell us about your functions, data and approved tools — we'll tailor the datasets, scenarios and implementation workshop to your business. HRD Corp claimable.

WhatsApp +60 18-404 3913 david@daction.com

www.davidhooi.com

ChatGPT, Claude, Gemini, NotebookLM, Microsoft Copilot, DeepSeek, Gamma and Napkin AI are trademarks of their respective owners. This independent programme is not affiliated with or endorsed by any of them.