Enhancing Customer Engagement with AI-Driven Personalisation

A high-impact course focused on using AI to create personalized, omnichannel customer experiences that drive engagement, loyalty, and lifetime value across touchpoints.

Course Description:

In today’s saturated digital landscape, generic customer experiences are no longer enough. This 2-day practical course empowers CX, marketing, and product professionals to deliver deeply personalized, data-informed engagement strategies using the power of AI — without requiring a data science degree.

Participants will explore how leading brands use AI to tailor every touchpoint, from website content to email sequences, and unlock the emotional drivers of customer loyalty. The course bridges theory with practice, offering frameworks, tool walkthroughs, and action plans for immediate application.

Who Should Attend:

• Customer experience (CX) professionals
• Marketing managers and digital strategists
• CRM, loyalty, and retention teams
• Product managers focused on customer engagement
• Founders and growth leads of B2C and SaaS businesses

Course Objectives:

Knowledge Acquisition:

• Understand the role of AI in creating personalized digital experiences
• Learn key technologies: recommendation engines, predictive models, NLP
• Recognize how personalization drives engagement and ROI

Skills Development:

• Use AI tools to segment customers dynamically
• Personalize content, product suggestions, and customer journeys
• Map personalization tactics to customer lifecycle stages

Practical Application:

• Design and test a personalized campaign using AI tools
• Develop a customer journey map with personalization triggers
• Analyze behavioral data to adapt messaging in real time

What will I Learn From it:

• Create 1:1 customer experiences at scale with AI
• Increase CTRs, time-on-site, and conversion rates
• Build dynamic audience segments that evolve with behavior
• Recommend relevant content/products using AI algorithms
• Identify engagement drop-offs and trigger timely interventions

Training Methodology

• Tool demos and guided walkthroughs (e.g., Mutiny, Persado, ChatGPT, Insider)
• Group exercises: Customer journey mapping and segment design
• Roleplay and simulation: Dynamic website or email personalization
• Capstone project: Actionable blueprint for participants’ real use cases
• Peer sharing and expert critique

Requirement/
pre-requisites:

• Experience in marketing, CX, product, or CRM functions
• Laptop with internet access (browser-based tools provided)
• No programming experience or technical setup required