Fundamentals of ML for Customer Champions 

This course equips Customer Experience (CX) and Customer Service Management (CSM) professionals to become "Customer Champions" leveraging the power of Artificial Intelligence (AI). We'll explore the core concepts of AI and its potential to transform customer interactions and experiences within your organization. 

• Explain the fundamental concepts of Artificial Intelligence (AI) and its key applications.

• Identify different types of AI and their potential for enhancing CX/CSM functions.

• Articulate the role of Machine Learning (ML) as a driver of AI and its impact on customer experiences.

• Proactively identify and evaluate potential use cases for AI within your specific CX/CSM role.

• Champion responsible AI implementation, considering ethical considerations and potential biases.

1. AI for Customer Champions:

• Introduction to AI: Demystifying the hype and exploring real-world applications.

• The Customer Champion Mindset: Leveraging AI to elevate customer experiences.

• Exploring the AI Landscape: Different types of AI (Machine Learning, Deep Learning) and their relevance to CX/CSM.

• Case Studies: Examining successful AI implementations in customer service and experience.

2. Unveiling Machine Learning:

• Machine Learning Fundamentals: Understanding supervised and unsupervised learning.

• Demystifying Common ML Algorithms: Recommendation Systems, Chatbots, and their applications in CX/CSM.

• Data – The Fuel of AI: Importance of data quality and mitigating bias in AI models.

• Interactive Session: Hands-on exploration of simple ML applications relevant to CX/CSM.

3. AI-Powered Customer Interactions:

• Chatbots & Virtual Assistants: Empowering self-service and elevating customer support experiences.

• Personalization Powerhouse: Leveraging AI to personalize customer journeys and recommendations.

• Sentiment Analysis: Unlocking customer emotions through text analysis to enhance service.

• Workshop: Brainstorming session to identify potential AI use cases for your department.

4. Predictive Analytics for Proactive Customer Service:

• Proactive Customer Care: Utilizing AI to predict customer needs and prevent issues.

• Churn Management Strategies: Leveraging AI to identify at-risk customers and improve retention.

• Customer Segmentation & Targeting: Tailoring interactions based on customer insights derived from AI.

• Group Project Kick-off: Develop a plan for an AI-powered solution for your department.

5. Responsible AI for Customer Champions:

• The Human Element in AI: Striking the right balance between AI and human expertise in CX/CSM.

• Ethical Considerations of AI: Examining issues of bias, fairness, and transparency in AI implementations.

• Developing an AI Ethics Framework for Customer Interactions: Strategies to mitigate bias and ensure responsible AI use.

• Group Project Development: Work within your teams to refine your proposed AI solution.

6. The Future of AI and Customer Champions:

• Emerging Trends in AI for CX/CSM: Exploring cutting-edge advancements and potential future applications.

• The Evolving Role of Customer Champions: Adapting to the dynamic AI landscape and its impact on CX/CSM.

• Final Project Presentations: Teams present their AI-powered solutions to the class, receiving feedback and evaluation.

• Course Wrap-up & Resource Sharing: Discussing best practices and ongoing learning opportunities in AI for Customer Champions.

• Basic understanding of mathematics, including calculus and linear algebra

• Familiarity with programming concepts and a language such as Python

• Knowledge of basic machine learning concepts and algorithms