Estimated commitment: 8 hours · 11 video lessons · 6 applied modules · 7 scenario assessments · capstone
Outcome: Redesign a priority customer journey using AI while preserving trust and human escalation.
This executive learning pathway combines concise lessons with decision fieldwork, applied scenario checks and findings from the learner’s own organisation. Progress is measured through a voice baseline, six module checks, a final assessment, an applied capstone and a post-course reassessment.
Modules: Journey support → Customer intent → AI service design → Personalisation → Human escalation → CX measurement
Applied support: AI-enabled customer journey redesign, supported by a course-specific leadership toolkit and a gated, verifiable certificate.