Description
This course shows customer-facing and commercial teams how to use AI to understand customer needs, analyse feedback, improve customer journeys and prepare more relevant sales and service communication.
Learning Objectives
Participants will be able to:
1. Identify AI opportunities across the customer lifecycle.
2. Analyse customer feedback to identify recurring needs and pain points.
3. Develop customer personas and journey maps.
4. Improve sales and customer-service responses using AI.
5. Propose an AI-supported customer-experience improvement.
Suitable for
Customer service, sales, marketing, account management, business development, customer experience and service operations employees.
Key Contents
Module 1:AI Across the Customer Lifecycle
Module 2:Analysing the Voice of the Customer
Module 3: Customer Personas and Journey Mapping
Module 4: AI for Sales Engagement
Module 5: AI for Customer Service and Recovery
Module 6: Personalisation and Responsible Use
Module 7: Customer Experience Redesign Challenge
Methodology
- Interactive and Engaging Learning
- Video/Audio presentations
- Brain-friendly Interactive Lecture
- Practical Exercises
- Group Activities
- Role Play
- Case Studies
Certificate of Completion will be provided.
Training Materials will be provided.
Training Method: Face To Face (Public)
*This course is convertible to online training upon request.
