
Welcome to the IASA Intelligent Customer Interaction Architect Course! The ICI is a structured and interactive program for senior leaders, IT and data architects, and customer experience strategists. It bridges the gap AI technology, business needs, and human engagement, providing a practical and scalable framework for designing intelligent, data-driven customer interactions. Participants will explore the strategic and operational aspects of AI-driven engagement, ensuring they can apply AI, automation, and data intelligence to enhance customer relationships and organizational success.
This course is designed for:
Participants who successfully complete the course will earn the Certified Intelligent Customer Interaction Architect (CICIA) credential, recognized for its strategic and operational depth in AI powered customer engagement.
Elevate your role with the IASA Intelligent Customer Interaction Architect (ICI) course. Designed for senior leaders, architects, and CX strategists, this program bridges AI technology, business needs, and human engagement. Gain a practical framework to design intelligent, data-driven customer interactions and apply AI to drive success.
The Individual Age
Explore how customer behavior has evolved and why traditional journeys no longer work. Examine meta-trends shaping AI-driven customer interaction.
Basic Principles
Principles Understanding algorithm-driven personalization. Learn about the interaction flow steps and personalization matrix.
Strategy
Crafting a vision for improvement and innovation over 2–5 years. Assess organizational and technological readiness for AI-driven transformation.
Operationalization
Exploring the dimensions, logic, and the customer and business perspective the Gearwheel provides.
Continuous Learning
Learn to measure customer and business impact on an overall and individual customer level and how CVI’s feed the improvement of algorithms and interaction processes.
Certification
Participants will complete an assignment and demonstrate their knowledge of AI powered Intelligent Customer Interaction in a real-world context.
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