People Innovation Excellence

CUSTOMER ENGAGEMENT STRATEGY (4 Credits)

 

Learning Outcomes:

On successful completion of this course, student will be able to:

  1. explain customer engagement capabilities in Customer Engagement strategy
  2. Adopt customer analytics, customer insight and business intelligence with their Customer Engagement strategy
  3. analyze the main considerations for a company when implementing customer analytics, customer insight and business intelligence

Topics

  1. What Is Customer Engagement?
  2. CE Context
  3. Customer Experience (CX) and Customer Journey
  4. The Case for CE Capability
  5. Customer Journey Management
  6. Customer Relationship Management
  7. Customer Communication
  8. Customer Analytics and Insight
  9. CE Capability Maturity
  10. Current Issues in Customer Engagement
  11. Artificial Intelligence In Customer Relationship
  12. Transforming customer service: How Generative AI is Changing The Game
  13. AI in Customer Service

Published at : Updated

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