Innovating Customer Experience with Artificial Intelligence
About This Course
This course equips participants with the skills to analyse, enhance, and implement AI-driven customer experience initiatives. It focuses on analysing AI-enhanced customer journey maps to identify and understand the organisation's targeted customers, followed by comparing various methodologies to identify gaps in customer interactions across touchpoints.
A central element is digital innovation assessment, where learners evaluate the benefits of proposed AI and digital solutions at key customer touchpoints and develop implementation frameworks that align technology with customer needs. Participants will also develop implementation plans for complementary offerings that enhance customer experience, ensuring these initiatives are customer-centric and aligned with organisational objectives for delivering effective, personalised customer journeys.
What You'll Learn
LO1: Analyse AI-enhanced customer journey maps for the organisation's targeted customers
LO2: Compare methods to develop customer journey maps for gaps in the organisation's customer interactions
Learning Unit 2: Journey Analysis and Gap Identification
LO3: Assess the benefits of proposed digital innovations at key customer touchpoints
Learning Unit 3: Strategic Implementation
LO4: Develop an implementation plan for complementary offerings that enhance customer experience
Entry Requirements
Able to speak, listen, write, and read English with Numeracy skills at a minimum proficiency level 4 of the Employability Skills System (i.e., Workplace Literacy and Numeracy, WPLN). Possess Secondary School educational level qualification (O or N-Level).