This Certification Program empowers CX leaders with fundamental knowledge of AI.
Participants will learn how to evaluate, implement, and manage AI-driven technology within CX strategies.
In addition to the 14 hours of training delivered by COPC, Solution Providers will be on hand to visit with during our Happy Hour and throughout the Program during breaks.
Earn recognition as a forward-thinking leader by obtaining a certification in applying AI to enhance your CX strategy.
Rick leads COPC’s technology consulting practice and transformation projects for clients worldwide. He also leads the development and delivery of several COPC training programs including Service Journey Thinking and multiple technology training courses. Rick’s areas of expertise include client relations, CX operations, service design/optimization, organizational change, and leadership development/coaching. He has more than three decades of experience in business and IT, having led and consulted for organizations of various sizes and complexity.
Prior to joining COPC Inc., Rick held executive leadership positions with ClientLogic (now Sitel), Blue Cross Blue Shield of North Carolina, and American Family Insurance.
Rick has a BS degree in Operations Management from Syracuse University, and holds certifications in several key industry frameworks, including: ITIL V3 Expert; HDI Support Center Director; Lean Six Sigma; COPC Performance Leader for Contact Centers, CX Operations and Vendor Management.
As Vice-President of Digital Customer Experience and Consultancy in EMEA, Jeffrey is responsible for the development of the COPC framework specifically related to digital systems and digital channels. He also leads performance improvement consulting projects and certification efforts for clients getting certified to the COPC CX Standard. Jeffrey is a lead trainer for industry-recognized COPC training programs including, Digital-Assisted Customer Experience, Best Practices for CX and Outsourced Operations, High-Performance Management Techniques and Workforce Management.
Prior to joining COPC, Jeffrey was Senior Manager of the WFM Global Centre of Expertise with Conduent and served as the company’s global internal COPC auditor. Before working for Conduent, Jeffrey worked in multiple workforce management and operational customer care positions in the financial services industry.
Jeffrey holds a degree in Logistics and economics from University of Applied Sciences of Utrecht in The Netherlands, together with a degree in Philosophy and in Artificial Intelligence. Additionally, he holds multiple certificates in the areas of Digitalization, Workforce Management, Lean Six Sigma and Performance Management.
A clear business strategy for the use of AI, bots, and other advanced self-service tools is essential. Venturing into the digital world without a clear strategy can lead to customer frustration, staff disengagement, and a negative impact on your brand image and bottom line.
In this course, business leaders will learn the key components for developing a successful Digital CX Strategy:
Learn the basics in AI ethics and how to apply ethical principles within the conversational AI workflow. Explore ethical dilemmas across the workflow through tangible examples. Learn how to both prevent and address harmful outcomes. Equip yourself and your team to adopt an ethical framework.
In this course you will learn:
Conversational AI technology can handle thousands of customer inquiries. If designed properly, AI can improve the customer experience while delivering significant business efficiencies. However, this immense capacity also carries the risk that if something is not quite right with your AI functionality, an error or poor experience can be replicated across thousands of customer interactions and harm your brand. While AI continues to evolve and improve, the information delivered to customers is not always right. As such, it is extremely important to have a structured approach to designing, monitoring and ensuring high levels of response quality.
In this course, business leaders will learn AI/bot quality management best practices in:
Knowledge is core to the customer experience and operational performance. Knowledge content is fundamental to all customer-facing service channels, both live agent support and self-service technology. With the rapidly advancing capabilities of AI, it is more critical than ever for business leaders to ensure AI bots have access to complete, accurate, and up-to-date knowledge content.
In this course, business leaders will learn best practices in Knowledge Management to maximize the benefits and minimize the risks of using AI to deliver or support the customer experience:
The performance measurement and improvement of AI and bots is still a developing science. Depending on the use case(s) your company has implemented bots to assist with, there are distinct ways of measuring performance, analyzing the results, and taking action.
In this course, business leaders will learn what to measure and use this data to improve AI/bot performance:
How you select and manage your technology solution providers directly impacts performance and the customer experience. Empower leaders with effective techniques to source, measure, and manage technology solution providers.
Experts offer guidance and real-world examples for getting more value out of your most critical technology solution providers.
In this course, business leaders will learn best practices in the procurement, selection, and management of key technology solution providers:
Those in a Customer Experience (CX) Vice President or Director-level and above practitioner position. This includes leaders responsible for establishing overall CX strategy and operationalizing it through people, technology, and processes.
In a unique role? Reach out to Execs In The Know at email@example.com to check your eligibility.