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Using Data to Create a Better Customer Experience

44mGeneral2024-07-15

Authors

Madecraft

Full-Service Learning Content Company

Samuel Cummings

Course details

Samuel Cummings, a seasoned expert in data and customer service, explores how to use data to elevate customer interactions. This course helps you identify, collect, and utilize customer data effectively. Samuel teaches you how to analyze and apply data findings to your customer service needs. After this course, you'll be ready to empower your customer success with actionable, data-driven strategies.

Learning objectives
Interpret customer data to enhance service experiences.
Apply analytics to predict customer needs and preferences.
Design data-driven personalization strategies for impactful customer interactions.
Safeguard customer data with best privacy and security practices.
Utilize large language models (LLMs) for personalized customer engagement.

Skills covered

Customer Service ManagementDecision-MakingBusiness AnalyticsCustomer ServiceLimited SeriesData ScienceProfessional DevelopmentLeadership and Management

Concepts

0. Introduction

01 - Empower better customer experiences

1. Understand Customer Data

02 - Distinguish types of customer data
03 - Collect and merge customer data

2. Analyze Customer Data

04 - Recognize and avoid data biases
05 - Techniques for customer health scoring
06 - Predict key metrics with analytics

3. Personalize Customer Experience

07 - Ensure data privacy and security
08 - Leverage personalization strategies
09 - Measure the impact of personalization

4. Drive the Customer Experience with LLMs

10 - Identify use cases for LLMs
11 - Craft prompts for better engagement

5. Advanced Practice Exercises

12 - Segment and target customers
13 - Build a hyper-personalized campaign

Conclusion

14 - Empower customer success with data