Course curriculum

  • 1

    Section 1: Introduction to improving customer experience using AI

    • 1.1 Welcome to this unit

    • 1.2 Introducing customer service and CX

    • 1.3 What this unit will cover

    • 1.4 What you’ll learn

    • 1.5 A note on completing this unit

    • 1.6 Section 1 quiz
  • 2

    Section 2: Understanding CX and customer service

    • 2.1 Welcome to section 2

    • 2.2 Typical customer service operations

    • 2.3 Understanding the customer journey

    • 2.4 Using predictive customer service

    • 2.5 Offering AI-powered personalisation

    • 2.6 Using AI-based assistants

    • 2.7 Measuring customer satisfaction

    • 2.8 Using sentiment analysis

    • 2.9 Improving the customer experience

    • 2.10 Section 2 Quiz
  • 3

    Section 3: Reviewing customer service

    • 3.1 Welcome to section 3

    • 3.2 Defining an organisation’s customer service

    • 3.3 Analysing customer reviews and feedback

    • 3.4 Evaluating responses times

    • 3.5 Analysing customer satisfaction levels

    • 3.6 Considering goals and priorities

    • 3.7 Evaluating an organisation’s customer experience

    • 3.8 Section 3 Quiz
  • 4

    Section 4: Researching AI solutions

    • 4.1 Welcome to section 4

    • 4.2 Researching and proposing customer experience enhancements

    • 4.3 Types of AI-based technologies

    • 4.4 Investigating AI solutions

    • 4.5 AI technologies for CX and customer service

    • 4.6 Example: Using Chatfuel

    • 4.7 Writing a report

    • 4.8 AI solutions report template

    • 4.9 Section 4 Quiz
  • 5

    Section 5: Developing proposals

    • 5.1 Welcome to section 5

    • 5.2 Selecting enhancements

    • 5.3 Documenting a proposal

    • 5.4 AI enhancements proposal template

    • 5.5 Presenting your proposal

    • 5.6 Tips for presenting

    • 5.7 Refining your proposal

    • 5.8 Section 5 Quiz
  • 6

    Section 6: AI for customer experience summary

    • 6.1 Welcome to section 6

    • 6.2 Key takeaways

    • 6.3 The future of customer service and CX

    • 6.4 How to keep your knowledge up to date

    • 6.5 Congratulations and what’s next
  • 7

    Section 7: Bonus resouces

    • 7.1 Bonus section introduction

    • 7.2 An Introduction to AI in Customer Service

    • 7.3 How to Leverage AI for Cost Savings in Customer Service

    • 7.4 Customer Service Trends 2024

    • 7.5 3 Trends for AI-First Customer Service in 2024

    • 7.6 Advancing the Customer Experience with AI

    • 7.7 CX Trends in 2024

    • 7.8 The AI Empowered Customer Experience

    • 7.9 Generative AI - The Future of Customer Support

    • 7.10 Deloitte’s State of Generative AI in the Enterprise

    • 7.11 The Essential Guide to AI for Customer Service

    • 7.12 Unlocking the Potential of AI in Digital Customer Experience

    • 7.13 Put AI to Work for Customer Service