Role-Based Programme
RB1246

AI for Product & Service Management

Customer Intelligence, Product Innovation & Service Excellence

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical AI capabilities across product strategy, product management, service management, analytics, customer insight, and operational improvement.
  • Apply AI to analyse customer needs, market trends, competitors, product performance, service issues, feedback, and emerging opportunities.
  • Use AI to strengthen discovery, requirements, prioritisation, roadmap planning, service delivery, documentation, and stakeholder communication.
  • Improve product and service decisions through structured research, data analysis, scenario evaluation, and evidence-based recommendations.
  • Apply responsible AI practices related to customer data, confidentiality, intellectual property, bias, source validation, and human decision-making.

Tools covered

Generative AI AssistantsAI Search & ResearchCustomer Insight AnalysisMarket IntelligenceProduct Discovery SupportRequirement AnalysisProduct AnalyticsService Performance AnalysisRoadmap PlanningWorkflow AnalysisDecision SupportExecutive Summarisation

Who should attend

  • Product Managers
  • Product Owners
  • Service Managers
  • Service Delivery Managers
  • Product Strategy Professionals
  • Product Operations Professionals
  • Product Analysts
  • Business Analysts
  • Product Lifecycle Managers
  • Customer Experience Professionals
  • UX/UI Professionals
  • Product Data & Analytics Professionals
  • Service Operations Professionals
  • Innovation Managers
  • Product / Service Management Leaders

Prerequisites & Participant Readiness

  • Experience in product management, service management, product ownership, business analysis, or product operations
  • Familiarity with customer needs, product or service workflows, performance metrics, and stakeholder management
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer, market, product, service, and business information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across product discovery, service delivery, analytics, planning, and decision support
  • Understanding how AI differs from product, service, analytics, and workflow platforms
  • Recognising hallucinations, unsupported assumptions, outdated information, and AI limitations
Practical activities
  • Mapping the end-to-end Product & Service Management lifecycle to AI opportunities
  • Identifying high-value versus low-value AI use cases
  • Comparing traditional and AI-assisted management workflows

Scenarios

Customer Need to Product / Service Improvement

Customer Feedback → Problem Analysis → Market & Competitor Review → Requirements → Prioritisation → Roadmap → Workflow Design → Improvement Recommendation

Participants use AI to analyse a simulated customer need, translate it into structured product and service requirements, and develop a prioritised improvement roadmap.

Declining Product & Service Performance to Recovery Strategy

Performance Data → Customer Experience → Product Usage → Service Metrics → Root-Cause Hypotheses → Priority Actions → Process Improvement → Executive Recovery Plan

Participants use AI to analyse a simulated decline in product and service performance, identify evidence-based issues, and develop a coordinated recovery strategy covering customer experience, product improvement, service delivery, and operational efficiency.

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