CUSTOMER ENGAGEMENT STRATEGY (4 Credits)
Learning Outcomes:
On successful completion of this course, student will be able to:
- explain customer engagement capabilities in Customer Engagement strategy
- Adopt customer analytics, customer insight and business intelligence with their Customer Engagement strategy
- analyze the main considerations for a company when implementing customer analytics, customer insight and business intelligence
Topics
- What Is Customer Engagement?
- CE Context
- Customer Experience (CX) and Customer Journey
- The Case for CE Capability
- Customer Journey Management
- Customer Relationship Management
- Customer Communication
- Customer Analytics and Insight
- CE Capability Maturity
- Current Issues in Customer Engagement
- Artificial Intelligence In Customer Relationship
- Transforming customer service: How Generative AI is Changing The Game
- AI in Customer Service
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