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Introduction to the course: Using AI to Gain a Competitive Edge For Your Customer Experience

Watch an introduction to "Using AI to Gain a Competitive Edge For Your Customer Experience" by Jaimie Patel, VP Marketing Science at Critical Mass.
Hello and welcome. Thank you for signing up for what will be an engaging and insightful course. In a recent survey from MIT of 1004 business leaders on the global AI agenda, they found that customer service is the most active department for AI deployment today. By 2022, it will remain the leading area of AI use in companies according to 73% of respondents. With such a focus on customer experience and the explosion in customer data we have at our fingertips, we wanted this course to focus on looking at, “Using AI to gain a Competitive Edge for your Customer Experience”.
The course will cover AI basics to give you a baseline and true understanding of what AI is, and how it has evolved. We’ll look at how it is used in our daily lives and then look further in to how it can be used to measure and better understand the customer experience. We want to ensure you get the most out of this course, so we’ll be stopping along the way for interactive exercises and discussions. First, let us introduce you to our course educator, Jaimie Patel. Jaimie is the Vice President of Marketing Science at Critical Mass, a digital experience and design agency. Jaimie has been working in the field of data science and AI for over 15 years.
She has worked in global roles across the USA, UK, Europe and Asia within technology start-ups and digital agencies. She has led teams of data scientists and strategists to establish and build advanced data practices within organisations. Jaimie’s and her teams focus has been to look at how brands can evolve by using AI driven technologies to enhance their understanding of the customer, and now they will share that experience with you.


Hello and welcome to week one of “Using AI to Gain a Competitive Edge For Your Customer Experience”. My name is Jaimie Patel and I will be your instructor throughout this course. We are excited you’ve chosen to join us and look forward to being part of your learning journey.

Throughout this course you will encounter videos, articles, and quizzes, as well as opportunities to learn and discuss your thoughts with fellow learners.

By the end of week one of this course you should be able to:

  • Describe what AI is, it’s history, uses and future applications
  • Describe key AI methods
  • Describe how AI can be used to measure the Customer Experience (CX) and support the end to end customer journey

Thank you for joining us, we’re glad you’re here!

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Using AI to Gain a Competitive Edge for your Customer Experience (CX)

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