Role-Based Programme
RB1291

AI for Customer Service & Customer Success

Advanced Customer Intelligence, Service Automation & Retention Excellence

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across customer service, customer success, onboarding, support, experience management, retention, renewals, and service operations.
  • Use AI-assisted intelligence to understand customer needs, intent, sentiment, health, adoption, service issues, churn risk, and growth opportunities.
  • Apply AI to improve customer communication, support resolution, success planning, onboarding, service quality, knowledge management, and relationship management.
  • Use AI-assisted analytics to improve customer satisfaction, retention, renewal readiness, service efficiency, resolution quality, and lifetime value.
  • Build responsible AI-enabled Customer Service and Customer Success workflows with strong privacy, governance, validation, fairness, escalation, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchCustomer Health AnalysisVoice-of-Customer AnalyticsSentiment AnalysisCustomer Journey AnalysisSupport IntelligenceKnowledge ManagementChurn & Renewal IntelligenceCustomer Experience AnalyticsQuality MonitoringCRM IntelligenceWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Onboarding Managers
  • Service Delivery Managers
  • Customer Retention & Renewal Managers
  • Contact Centre Leaders
  • Customer Service Operations Managers
  • Customer Success Operations Professionals
  • Technical Support Leaders
  • Customer Experience Analysts
  • Customer Support & Service Professionals
  • Account Management Professionals
  • Leaders Responsible for Customer Service & Customer Success

Prerequisites & Participant Readiness

  • Experience in customer service, customer success, support, customer experience, account management, or service operations
  • Familiarity with customer journeys, support processes, onboarding, customer health, SLAs, retention, and renewals
  • Basic awareness of Generative AI and common business applications
  • Comfort working with customer, service, engagement, and performance information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, automation, and AI agents
  • Exploring AI applications across service, support, success, onboarding, retention, and customer experience
  • Distinguishing AI-assisted customer management from fully autonomous customer decisions
  • Understanding hallucinations, customer-data sensitivity, bias, privacy, and human accountability
Practical activities
  • Mapping AI opportunities across the Customer Service and Customer Success lifecycle
  • Identifying activities suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for customer-facing teams

Scenarios

Fragmented Customer Journey to Integrated Customer Success Model

Onboarding → Support Interactions → Product Adoption → Customer Feedback → Health Score → Success Plan → Service Improvement → Renewal Readiness

Participants use AI to connect fragmented customer information across onboarding, support, adoption, and success activities, identify major customer-experience gaps, and create an integrated customer success strategy.

Rising Churn & Service Costs to AI-Enabled Customer Transformation

Service Data → Customer Sentiment → Usage Patterns → Support Issues → Churn Signals → Root Causes → Automation Opportunities → Retention Plan → Executive Dashboard

Participants use AI to diagnose rising churn and service costs, identify customer and operational causes, introduce controlled AI-enabled workflows, and create a measurable retention and service-transformation roadmap.

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