Customer Experience Management & AI

Customer experience describes the customer’s journey across all touchpoints. It begins with the first interaction and ends – ideally – in long-term customer loyalty. In an increasingly digital world, data and artificial intelligence are fundamentally changing customer expectations. Customer experience management is therefore becoming a key success factor for businesses and organisations in Switzerland.

In the CAS Customer Experience Management & AI, you will learn how to develop holistic customer experience strategies. Integrate digital touchpoints, omnichannel communication and AI-supported interactions specifically into your strategies and activities.

• You will use artificial intelligence to identify customer needs based on data, design personalised offers and proactively develop service processes.
• You will work systematically with customer and behavioural data to analyse customer journeys, optimise customer experiences and strengthen emotional customer loyalty in the long term.
• You place particular emphasis on service design, i.e. the structured development of services – always from the customer’s perspective across all channels.
• You also apply agile methods and digital tools to implement customer experience innovations and respond flexibly to changing customer expectations.

This part-time study programme combines modern service management with digital customer focus and forward-thinking experience innovation. Are you on board? We look forward to seeing you soon.