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Intelligent Customer Interaction Architect Lead the Future of Customer Interaction. Turn AI Into Business Impact. Course Summary Course Format: Online (Mon/Fri - Twice a Week) Schedule: November 18 @ 04:00 pm – February 13 @ 06:00 pm CEST Total of weeks: 9 weeks Total Weekly Hours: 40 Hours Certificate: After passing the exam, you will receive an email with instructions on how to claim your digital badge. Course Overview The Intelligent Customer Interaction Architect program is a leadership journey for senior managers, IT and data architects, and customer experience strategists. It starts from a simple but profound reality: the real impact of AI on business lies in how it changes the way we interact with customers, create efficiency, and transform organizations. This course introduces intelligent customer interaction as the structured way of working for the AI-powered Individual Age. Rather than treating AI as a stand-alone technology, participants learn how to harness it to design personalized, data-driven interactions that place the customer at the center while unlocking organizational value. Across eight extended sessions, you will explore the shifts in technology and customer behavior, assess your own readiness, and define a clear one- and five-year vision. You will then translate ambition into cross-functional design, apply proven methods in practice, and embed the structures that make transformation scalable and sustainable. The result is a practical, future-oriented framework that aligns human creativity, business strategy, and AI innovation. Why This Course? ๏ Focus on business impact – This program is not about technical deep dives, but about translating AI into customer value, organizational efficiency, and long-term competitiveness. ๏ Practical and structured – Participants gain concrete frameworks and methods that bridge AI, data, and business goals, turning vision into execution. ๏ Scalable personalization – Leaders learn how to scale AI-powered engagement while keeping the customer at the center. ๏ Balance of human and machine – The course emphasizes how AI and human ingenuity reinforce each other, ensuring sustainable success. ๏ Leadership focus – Participants are equipped to align technology, business strategy, and human potential — redefining how AI shapes customer interaction. ๏ Clear positioning – Intelligent customer interaction is introduced as the structured way of working for the AI-powered Individual Age. Learning Objectives: By the end of the course, participants will be able to: ๏ Understand the technological and behavioral shifts driving the AI-powered Individual Age. ๏ Analyze their organization’s readiness for intelligent customer interaction and data-driven engagement. ๏ Define a one- and five-year vision for AI-enabled customer interaction. ๏ Translate ambition into holistic, cross-functional business solutions. ๏ Apply structured methods such as working backwards, the Gearwheel, and customer value indicators in real-world cases. ๏ Build the infrastructure and ways of working that make intelligent interaction scalable, responsible and sustainable. Course, participants will not only understand the frameworks and methods, but will also have applied them to their own organizational context — leaving with a concrete vision, practical designs, and a tested use case they can take back to their teams 2025 | ©arjenbonsing.com | all rights reserved Who Should Enroll? This program is designed for: ๏ Senior Managers & Directors shaping AI -driven customer engagement strategies. ๏ Customer Experience & Digital Transformation Leaders aligning AI with business needs. ๏ IT & Data Architects building the foundations for scalable AI powered personalization. ๏ Enterprise Strategy & Innovation Teams driving cross-functional transformation. Certification: Participants who successfully complete the course will earn the Certified Intelligent Customer Interaction Architect (CICIA) credential, endorsed by IASA. Course Format: 8 interactive sessions of 3 hours each, including one practical workshop and a final certification session. ๏ Online live sessions with leadership dialogue, group work, case studies, and guided reflection. ๏ Pre-session videos, reflection questions, and preparation materials. ๏ Post-course resources: session recordings, summaries, and access to method materials. Each three-hour session is designed to balance strategic input with interactive exercises and peer dialogue. The format allows for depth while still fitting into executive schedules, with pre-session materials ensuring live time is focused and efficient.   Course program Session 1 – The Individual Age & Technological Shifts We begin by exploring the technological currents driving AI’s evolution and why these shifts are inevitable. In an extended dialogue, we examine how they are reshaping business, customer interaction, IT, data intelligence, and organizational structures. Participants reflect on their own industry context, discuss opportunities and risks with peers, and develop a shared understanding of how to anticipate and navigate the AI-driven future. Session 2 – Analyze & Discover This session turns the lens inward. Over three hours, you’ll learn how to analyze your organization through the perspective of intelligent customer interaction. Together we explore how to assess readiness, identify your level of personalization, and understand how prepared you are to integrate new principles. With time for peer comparison and discussion, you’ll map out your current status in relation to competitors and the broader market, equipping yourself with the structures to define where you need to go. Session 3 – Imagine & Define Here the focus shifts to vision. Building on the analysis, we explore methods to craft a one- and five- year outlook for intelligent customer interaction. The longer session format allows for guided exercises where participants articulate ambitions, test them against organizational maturity, and compare approaches across industries. AI remains a quiet enabler, but the emphasis is on defining a clear, collective vision that unites the organization and sets an ambitious direction. Session 4 – Design & Implement Now we translate vision into design. In this session, we examine how to embed intelligent customer interaction into the fabric of the business model. Extended working time allows us to go beyond theory: participants will experiment with working backwards from desired outcomes, mapping cross- functional dependencies, and identifying collaboration challenges. The goal is to design solutions that are holistic, scalable, and customer-centric—supported by AI but led by strategy. Session 5 – Workshop: Putting It Into Practice This workshop is where theory meets reality. Over three hours, you’ll apply the working backwards approach and the Gearwheel logic […]