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Course Overview

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.

Meet Your Instructors


What You Will Learn

Digital CX Strategy and AI Fundamentals

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:

  • Fundamentals of AI
  • Setting a Vision for AI in Your Digital CX Strategy
  • Investment and Success Measures
  • Planning for New Roles and the Impact to Existing Roles
  • Focus on CX
  • Leveraging Stakeholders
  • Innovating while Automating
  • Aligning Use Case(s) with Strategy

Introduction to Conversational AI Ethics

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:

  • The Importance of Ethical Principles and Practices in AI
  • Consequences of Not Incorporating Ethical Practices into your Workflow
  • Ethical Considerations Specific to Conversational AI
  • FAST Track Principles (Fairness, Accountability, Sustainability, Transparency) and How to Incorporate Them
  • Overview of Ethical Challenges within the Conversation Design Workflow and How to Address Them
  • Key Points in the Conversation Design Workflow That May Yield Significant Social Impacts

Ensuring Conversational AI Response Quality

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:

  • Defining Quality Requirements
  • Quality During the Design Phase of AI Solutions
  • Quality Control During the Implementation Phase of AI Solutions
  • Real-time Quality Management on AI Solution Driven Interactions
  • Calibration of the Approach and Output of AI Solutions

Knowledge Management Best Practices for Traditional AI and Generative AI

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:

  • How AI Works and Consumes Knowledge
  • Knowledge Management Best Practices for AI – Creation, Maintenance, Accessibility / Use Strategies, Measurement, Role of Human Oversight
  • Preparing Your Organization’s Knowledge Content for AI

Measuring, Managing, and Improving AI/Bots

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:

  • Measuring the Performance of Customer-facing AI
  • Measuring the Performance of Agent-facing AI
  • Strategies to Analyze AI Performance
  • Strategies for Improving AI Performance

CX Technology Sourcing, Acquisition, and Vendor Management

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:

  • Requirements Gathering
  • Issuing Requests for Proposals
  • Objectively Evaluating and Selecting Solutions
  • Price Benchmarking
  • Best Practices in Developing Contracts that Drive Performance, Accountability, and Value
  • Scorecards that Measure What Matters What Matters Most

  • Who Should Attend

    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 alison@execsintheknow.com to check your eligibility.

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