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Intelligent Customer Interaction Architect

Intelligent Customer Interaction Architect

Intelligent Customer Interaction Architect

Welcome to the IASA Intelligent Customer Interaction Architect Course! The ICI  is a structured and interactive program for senior leaders, IT and data architects, and customer experience strategists. It bridges the gap AI technology, business needs, and human engagement, providing a practical and scalable framework for designing intelligent, data-driven customer interactions. Participants will explore the strategic and operational aspects of AI-driven engagement, ensuring they can apply AI, automation, and data intelligence to enhance customer relationships and organizational success.

Course Objectives

Understand Customer Behavior in the AI Era

Learn about the key shifts in how customers behave and why old approaches to customer journeys no longer work in a world driven by AI.

Discover how to organize your company to bring together business goals, AI innovations, and human creativity for maximum impact.

Master the skills to lead customer engagement strategies that use AI effectively, making sure technology is aligned with your business needs.

Gain proficiency in structured frameworks like the Gearwheel Model, RICI Model, and CVI framework to manage your strategies.

Learn how to envision, implement, and manage a wide range of goal-driven customer interactions powered by AI.

Who is this course for?

  • Senior Managers & Directors shaping AI-driven customer strategies.
  • Customer Experience & Digital Transformation Leaders bridging AI and customer needs.
  • IT & Data Architects building the technical foundation for scalable AI-powered personalization.
  • Enterprise Strategy & Innovation Teams driving customer-centric innovation.
ICI Architect Course
  • CITA-A Certification Included
Next Dates
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What you'll learn

  • Understand the fundamental shifts in customer behavior in the AI-driven era.
  • Mobilize their organization to align business strategy, AI innovation, and human creativity.
  • Learn how to lead AI-powered customer engagement strategies that align technology with business needs.
  • Master structured frameworks such as the Gearwheel Model, RICI Model, and CVI framework.
  • Envision, implement and manage goal-driven increasingly granular Intelligent Customer Interactions.
  • Apply data intelligence and AI technology to scale personalization and enhance customer-centric decision-making.
Lessons 1

The Individual Age

Explore how customer behavior has evolved and why traditional journeys no longer work. Examine meta-trends shaping AI-driven customer interaction.

Lessons 2

Basic Principles

Principles Understanding algorithm-driven personalization. Learn about the interaction flow steps and personalization matrix.

Lesson 3

Strategy

Crafting a vision for improvement and innovation over 2–5 years. Assess organizational and technological readiness for AI-driven transformation.

Lesson 4

Operationalization

Exploring the dimensions, logic, and the customer and business perspective the Gearwheel provides.

Lesson 5

Continuous Learning

Learn to measure customer and business impact on an overall and individual customer level and how CVI’s feed the improvement of algorithms and interaction processes.

Lesson 6

Certification

Participants will complete an assignment and demonstrate their knowledge of AI powered Intelligent Customer Interaction in a real-world context.

Teaching Modalities

  • 5 days
  • 4 lessons per day
  • Full time
  • 45 min presentation
  • 45 min workshops with. group
  • Classroom
  • Classwork – Miro
  • Course Material – MS Teams
  • 9 weeks
  • 4 hrs per week plus homework Total 6 hrs/wk
  • 45 min lessons
  • 1 hr group work
  • Homework
  • Final presentation to instructor for grade
  • Online (Teams)
  • Homework – Miro
  • Course Material – MS Teams
  • 10 weeks
  • 2 hrs Online Self-Paced
  • 2 hrs Homework
  • 2 hrs Mentor meeting to review homework
  • Final presentation to mentor for grade
  • Online Instructor Reviewed
  • Homework
  • Homework – Miro
  • Course Material – Chronus

Competency Focus Areas

Business architecture is an essential aspect of any organization that aims to improve its operational efficiency, customer satisfaction, and profitability.

Empower Your Career

By the end of this course, students will have developed a deep understanding of business architecture principles and practices.

Our Instructors

Our expert bring real-world experience and cutting-edge knowledge.

Maintaining your IASA certification

Earning your IASA certification is a big achievement—we’re here to help you maintain it. Continuous skill growth that extends beyond certification is critical to fueling your career and your impact. IASA certification holders need to earn

  • Learning
  • Teaching others
  • Presenting
  • Reading
  • Volunteering
  • Content creating
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