Strengthen your ability to build meaningful customer relationships using structured communication strategies and AI-assisted tools. This course focuses on empathy-driven engagement, retention tactics, omni-channel communication templates, and account health monitoring. You will learn to segment customers, calculate engagement uplift, draft professional service communications, and personalize AI-generated responses while maintaining clarity and tone. Using CRM insights and AI sentiment signals, you will assess key account health, design proactive outreach plans, and craft effective service recovery messages. Through applied exercises and a project, you will translate engagement data into actionable strategies that support loyalty, satisfaction, and long-term value. By the end of this course, you will be able to design and implement customer engagement strategies that combine human empathy with AI-enhanced efficiency.
This module guides learners on using empathetic language to enhance customer satisfaction.
Encourages learners to reflect on service interactions, fostering empathy and personal growth.
Details on executing customer segmentation and engagement strategies to enhance retention.
Guides learners through analyzing engagement metrics and refining strategies.
Covers the essentials of template creation and AI integration for omni-channel responses.
Focuses on optimizing the readability of communication templates for diverse audiences.
This module offers structured procedures for regular account assessments to enhance engagement.
This module provides insights into using health scores and identifying at-risk accounts for strategic focus.
This module explores structured approaches to writing effective apologies that foster customer trust.
Provides insights on using AI for adjusting tone to align with customer communications standards.
Apply engagement and relationship strategies in a summative project that simulates real-world customer service contexts—while reinforcing when strategic planning, emotional intelligence, and human judgment drive lasting client loyalty.
Leverage generative AI to accelerate customer communication drafting, analyze engagement signals, and generate response recommendations—while understanding when human judgment and emotional intelligence remain essential.
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Microsoft is in Tier 2: excellent universities and the companies that build the technology of our institution ranking (86/100).
Instructor: Dennis Freeman, Kendra Pugh This course provides an integrated introduction to electrical engineering and computer science, including modern software engineering, linear systems analysis, electronic circuits, and decision-making. The lecture videos provide an overview of each topic, whi…
Harvard University · edX
Mobilize people to tackle tough problems and build the capacity to thrive through the dangers of change
An introduction to cybersecurity for technical and non-technical audiences alike. Learn how to secure your accounts, data, systems, and software against today’s threats and how to recognize and evaluate tomorrow’s as well, both at home and at work. Learn how to preserve your own privacy. Learn to v…
Harvard University · edX
Focusing on the basics of machine learning and embedded systems, such as smartphones, this course will introduce you to the “language” of TinyML.
Harvard University · edX
An introduction to the intellectual enterprises of computer science and the art of programming.
Instructor: Neha Narula, Tadge Dryja View the complete course: https://ocw.mit.edu/MAS-S62S18 YouTube Playlist: https://www.youtube.com/playlist?list... This course looks at the design of Bitcoin and other cryptocurrencies and how they function in practice, focusing on cryptography, game theory, an…
