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Institute of Technical Education
Others

Redesigning Customer Journeys for Service Excellence with AI

Campus

ITE College West

Course type

Short Courses

Industry

Artificial Intelligence

Business

Delivering exceptional customer experiences requires a deep understanding of customer needs, service processes and the effective use of digital technologies.

This practical course equips participants with the skills to redesign customer journeys, improve service delivery and drive innovation using human-centred design, data insights and AI tools.

Participants will learn how to map customer journeys, identify service gaps, apply service design techniques and use AI to support customer experience improvements. Through hands-on activities, case discussions and collaborative exercises, you will develop practical solutions to enhance customer satisfaction and service excellence in real-world workplace settings.

Course duration: 14 hours

What you'll learn

  • Understand the fundamentals of customer experience and human-centred design

  • Map end-to-end customer journeys and identify service touchpoints, pain points and opportunities for improvement

  • Apply service design tools and techniques, including personas, empathy mapping and service blueprints

  • Use data insights and AI tools to analyse customer experience and prioritise service improvements

  • Develop, test and present practical customer experience solutions through prototyping and collaborative activities

Target Audience

This course is suitable for customer service, retail, administrative and junior executive professionals involved in customer interactions or service delivery. It is also suitable for individuals who wish to use digital and AI tools to improve customer experience through practical, hands-on approaches.

Entry requirements

Participants are required to bring their own laptop to participate in the hands-on activities.

Fees

Fee for this course can be paid using SkillsFuture Credits.

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