Glossary of Terms
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Session 1 - AI Concepts and Service Transformation Essentials
Session 2 - Customer Intelligence and Journey Based Engagement
Session 3 - Smart Assistance and Automated Resolution Strategies
Session 4 - Forecasting Behaviour and Proactive Service Decisions
Session 5 - Ethical AI Governance and Customer Confidence
Session 6 - Planning Adoption and Scaling AI Initiatives
Assessments
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Assessment - 1. Foundations of AI in Customer Experience
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Assessment - 2. Customer Data, Journeys, and Personalization
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Assessment - 3. AI Chatbots, Virtual Agents, and Agent Assist
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Assessment - 4. Predictive Analytics and Proactive CX
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Assessment - 5. Trust, Ethics, and Human Touch
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Assessment - 6. Implementation Roadmap and Capstone
Assignments
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Assignment - 1. Foundations of AI in Customer Experience
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Assignment - 2. Customer Data, Journeys, and Personalization
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Assignment - 3. AI Chatbots, Virtual Agents, and Agent Assist
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Assignment - 4. Predictive Analytics and Proactive CX
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Assignment - 5. Trust, Ethics, and Human Touch
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Assignment - 6. Implementation Roadmap and Capstone
Lab Activity
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Lab Activity - 1. Identifying Touchpoints, Mapping AI Use Cases, and Improving Customer Experience Metrics
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Lab Activity - 2. Customer Data and Personalization Lab Mapping Data, Enhancing Journeys, and Designing Next-Best Actions
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Lab Activity - 3. Conversational AI Lab Designing Chatbots, Evaluating Use Cases, and Enhancing Agent Assist
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Lab Activity - 4. Predictive CX Lab Driving Proactive Customer Actions with AI Insights
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Lab Activity - 5. Ethical AI and Human-Centered CX Lab
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Lab Activity - 6. AI CX Implementation and Change Planning Lab
Capstone Projects / Case Studies
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Capstone Project - 1. AI Customer Sentiment Intelligence Dashboard
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Capstone Project - 2. AI-Driven Omnichannel Journey Optimizer
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Capstone Project - 3. Generative AI Content Personalization Engine
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Capstone Project - 4. Predictive Customer Churn and Retention Engine
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Capstone Project - 5. RAG-Based Conversational AI Support Agent
Sample Resumes
Interview Questions
Prepare your Linkedin profile
Prepare your Resume
Final Quiz
