AI as tool for Customer Experience
The “Panhellenic Association of Risk Management Executives” (PASYSDIK | HARIMA, (www.harima.gr ), member of FERMA (Federation of European Risk Management Associations, www.ferma.eu ) & FECMA (Federation of European Credit Management Associations, www.fecma.eu ), in collaboration with AI Catalyst, Products & Investments and nospoon.ai, present the training seminar “Artificial Intelligence in Customer Experience | AI for Customer Experience”.
The seminar provides essential, immediately applicable knowledge for the use of Artificial Intelligence (AI) in the management and upgrading of Customer Experience (CX). It analyzes tools and methodologies to understand customer needs, automate service, and create personalized experiences that drive measurable business value – regardless of industry.
The purpose of the seminar is to develop practical skills in the use of Artificial Intelligence tools to improve Customer Experience (CX) – the way customers experience every contact they have with a business or organization.
Through hands-on applications, workshops and case studies from various industries – retail, services, tourism, finance, health, education, B2B – participants will understand how AI is transforming the way businesses know, serve and retain their customers today.
The seminar combines a theoretical framework with immediately applicable tools, so that each participant can leave with a personal Action Plan (AI CX Action Plan) that they can apply to their own business or organization.
The tutorial is designed to require no AI technical knowledge. Each participant, regardless of industry and background, gains knowledge of specific tools and an immediately implementable action plan.
Training Methodology
▪ 30%: Theoretical framework and best practices by sector
▪ 40%: Hands-on applications with real AI tools
▪ 20%: Case studies & industry workshops
▪ 10%: Project – each participant’s personal AI CX Action Plan
The program is aimed at:
- Entrepreneurs and business owners
- Commercial, Sales and Marketing Executives
- Customer Service and After-Sales Executives
- Digital Transformation and Innovation Managers
- Operations, Quality and Process Executives
- Human Resources Executives who manage internal “clients”
- Tourism, Retail, Healthcare, Education and Finance Professionals
- Lawyers, Consultants and Service Providers
- Any executive or professional looking to improve their customer relationship through AI
Upon successful completion of the seminar, each participant will be able to:
- Understand what Customer Experience (CX) is and how AI is redefining it in each industry
- Analyze the customer “journey” and identifies the critical touchpoints
- Uses AI tools to collect, analyze, and interpret customer feedback in real-time
- Design personalized customer experiences (personalization) leveraging data and automation
- Implement AI-powered customer service (chatbots, virtual assistants) while maintaining the human factor
- Systematically measure and improve key CX INDICATORS (NPS, CSAT, CES) with the help of AI
- Connect CX improvement with measurable business outcomes: retention, revenue, referrals
- Directly implement at least 3 AI tools in its own professional context
About
Subject Areas
1.The New Landscape: Customer Experience & AI
- What is Customer Experience (CX) – from “acquaintance” to “habit” and “advocacy”
- Why CX is the leading competitive advantage today: facts and examples by industry
- The 6 human “wants” behind every customer choice – the psychology of the experience
- How AI is changing customer expectations: real-time, personalized, proactive
- AI overview of CX tools: chatbots, sentiment analysis, recommendation engines, predictive analytics
2.I know my client with AI
- Customer Journey Mapping: planning the customer “journey” step-by-step
- Voice of the Customer (VoC): AI tools for automatic feedback collection and analysis
- Sentiment Analysis: how to “read” customer opinion from reviews, emails and social networks
- AI Personas: creating realistic customer profiles based on data
- Hands-on workshop: analyzing customer feedback with an AI tool
3.Personalization & proactive CX
- Personalization at scale: how AI gives each customer the “for me” experience
- Predictive CX: anticipating needs before the customer expresses them – applications in B2C and B2B
- Recommendation engines: examples from e-commerce, services, tourism, health
- Proactive Communication: AI-powered triggers for the right contact at the right time
- Workshop: designing a personalized experience for your own industry
4.AI-Powered Customer Service
- Chatbots and Virtual Assistants: when, how and where to implement them effectively
- Service automation without losing the human factor – the ideal mix
- Omnichannel CX: integration of email, chat, phone, and social media with AI
- Complaint management with AI: from crisis to opportunity
- Case study: company that reduced response time by 70% and increased satisfaction by 40%
5.Measurement & continuous improvement CX
- Customer Experience KPIs: NPS, CSAT, CES – what we measure, how and why
- AI dashboards: real-time CX tracking
- Closed-loop feedback: from measurement to action – the cycle of continuous improvement
- Connecting CX with business results: retention, revenue, referrals – the business case
- Workshop: design a CX measurement dashboard for your own business
6.AI CX Strategy & Next Steps
- Creating CX culture: team alignment, training, internal communication
- The Role of Leadership – How the Tone from the Top Defines Customer Experience
- Ethical Dimensions of AI in CX: Transparency, GDPR, Ethics, Trust
- Implementation roadmap: how to get started today without much investment – quick wins
- Workshop: each participant presents their personal AI CX Action Plan
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