Lab Activity - 2. Customer Data and Personalization Lab Mapping Data,

AI for Customer Experience Training

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

Assignments

Lab Activity

Lab Activity - 1. Identifying Touchpoints, Mapping AI Use Cases, and Improving Customer Experience Metrics
Lab Activity - 2. Customer Data and Personalization Lab Mapping Data, Enhancing Journeys, and Designing Next-Best Actions
Lab Activity - 3. Conversational AI Lab Designing Chatbots, Evaluating Use Cases, and Enhancing Agent Assist
Lab Activity - 4. Predictive CX Lab Driving Proactive Customer Actions with AI Insights
Lab Activity - 5. Ethical AI and Human-Centered CX Lab
Lab Activity - 6. AI CX Implementation and Change Planning Lab

Capstone Projects / Case Studies

Sample Resumes

Interview Questions

Prepare your Linkedin profile

Prepare your Resume

Final Quiz

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