Welcome to the Experience Age: Personalisation & the New Customer Journey

With the abundance of data collected daily and the technological tools to draw meaningful insight from it, today's customer is no longer willing to settle for a one-size-fits-all experience. No longer is it okay to sell what you think you've got to sell; you need to sell what the customer needs from you. 

This course will examine the importance of personalisation in the new customer journey for improved customer experience. We will explore the ways that AI and customer data can be leveraged to create an experience that feels tailored and special to increase sales and loyalty over time. Topics covered include:

• The New Customer Journey
• Why AI?
• AI Mythbusting
• AI's Top CX Use Cases
• Real World Case Studies
• Key Vendors
• Privacy & Data Protection
• The Human/Technology Partnership