Gen AI in Customer Relationship Management

About the Program:

This program aims to equip participants with a comprehensive understanding of Generative Artificial Intelligence (Gen AI) and its transformative potential in Omnichannel Customer Relationship Management (CRM). Building on fundamental CRM concepts, the program will delve into how Gen AI can revolutionize customer segmentation, personalize interactions, enhance predictive analytics, automate customer support, and drive innovative sales and marketing strategies. Participants will gain hands-on experience with Gen AI applications, enabling them to formulate, solve, and analyze complex CRM problems systematically, preparing them for the future of customer engagement.

Day

Session

Topics

Day 1:

Foundations of Gen AI and CRM Integration

Session 1:

Introduction to Gen AI & CRM

Program Overview & CRM Fundamentals, Introduction to Generative AI Concepts, Integrating Gen AI into CRM: Overview

Session 2:

Hands-on Prompt Engineering & Early Use Cases

Basic Prompt Engineering for CRM, Gen AI in Customer Service & Support, Gen AI in Sales & Marketing Automation

Day 2:

Gen AI Applications in CRM - Deep Dive

Session 1:

Advanced Personalization & Predictive Insights

Hyper-Personalization with Gen AI, Gen AI for Predictive Analytics & Churn, Gen AI for Customer Lifetime Value (CLTV)

Session 2:

Intelligent Interaction & Content Generation

Gen AI for Enhanced Customer Interactions, Creative Content Generation for Marketing & Sales, Social Network Analysis with Gen AI

Day 3:

Strategic Implementation, Ethics, and Future of Gen AI in CRM

Session 1:

Implementation, Ethics, and Measuring ROI

Best Practices for Gen AI Implementation, Ethical Considerations in Gen AI for CRM, Measuring ROI of Gen AI in CRM

Session 2:

Next Practices, Future Trends & Valedictory

Next Practices in CRM with Gen AI, The Future of CRM with Generative AI, Valedictory Session

Upon successful completion of the program, participants will:

Be familiarized with the core concepts, capabilities, and models of Generative AI.

Understand the strategic integration of Gen AI within various CRM functions.

Be able to apply Gen AI techniques to address real-life CRM challenges, such as hyper-personalization, intelligent automation, and enhanced customer insights.

Gain practical experience through hands-on exercises and case studies using open-source tools.

Discuss ethical considerations and future trends related to Gen AI in CRM.

Web-based Lectures/Case Study

Demonstration of Gen AI tools and concepts

Industry/Expert sessions (Guest Speaker on Gen AI in CRM, if available)

Hands-on experience with Python-based exercises and prompt engineering

Group discussions and project conceptualization