Programme Overview
In todays AI-driven business landscape, customer-centric leadership is no longer just a competitive advantageit is a necessity for sustained success. As digital transformation reshapes industries, companies are shifting from traditional product-centric strategies to customer-first business models, where AI, automation, and predictive analytics are redefining customer interactions.
Market leaders recognize that while products and assets may evolve, the customer remains the most enduring and valuable asset. Organizations investing in AI-powered customer experience (CX) are leveraging chatbots, predictive personalization, voice assistants, and sentiment analysis to anticipate customer needs, deliver hyper-personalized experiences, and build lasting emotional connections. Gen AI-driven insights are now fueling dynamic customer engagement strategies, transforming how businesses enhance satisfaction, foster loyalty, and drive long-term profitability.
This program explores how to integrate AI-driven customer intelligence, digital tools, and customer relationship management (CRM) strategies to create a customer-obsessed organization. Participants will learn how to drive business success by elevating satisfaction to customer delight, outperform competitors through superior service, and leverage non-traditional, AI-enabled tools that are shaping the future of customer management.
Programme Objective
- Develop a Customer-First Business Strategy Learn how to integrate AI and digital transformation into a customer-centric framework for sustainable business growth.
- Understand Market Orientation & Customer Profitability Discover the direct link between customer satisfaction, retention, market-driven management, and long-term financial success.
- Explore AI as a Game-Changer in Customer Service Validate how AI-driven automation, predictive analytics, and real-time sentiment tracking can turn customer service from a cost center into a profit center.
- Design Strategies to Drive Customer Delight & Retention Identify the key drivers of customer loyalty and develop AIenhanced strategies to sustain customer relationships.
- Master CRM & Customer Analytics Leverage cutting-edge customer analytics, AI-powered personalization, and omnichannel engagement strategies to enhance lifetime value and brand advocacy.
Key Topics
- Customer-Centric Business Models in the AI Era How AI, Gen AI, and automation are redefining customer engagement.
- Customer Insights & Value Creation Using AI-driven predictive analytics and behavioral insights to personalize experiences.
- Beyond Satisfaction: Building Customer Loyalty & Advocacy Strategies to drive deep emotional connections with customers.
- Profit Impact of Customer Retention Understanding the financial value of long-term customer relationships.
- Customer Service as a Profit Center Transforming customer support with AI-powered chatbots, automation, and self-service solutions.
- Managing AI-Powered Customer Relationships Leveraging Gen AI for hyper-personalized interactions, sentiment tracking, and proactive engagement.
- Customer Analytics & Predictive Modeling Using big data, AI, and machine learning to anticipate customer needs.
- Omnichannel Customer Experience Strategies Blending physical and digital touchpoints for seamless, high-impact interactions.
- The Role of Social Media & Digital Platforms in CX Managing customer expectations in the era of real-time engagement, influencers, and viral feedback.
- Building & Managing Customer Success Teams Structuring teams to deliver AI-augmented, data-driven customer experiences.
Programme Directors
Who May Attend
This program is designed for leaders and professionals looking to redefine customer engagement and drive customer-centric success, including:
- Senior Executives & Business Leaders (CEOs, CXOs, CMOs, COOs, CFOs) Driving customer-centric transformation and AIenabled CX strategies.
- Marketing, Sales & Customer Experience Leaders Seeking to enhance retention, loyalty, and customer profitability through AI-driven insights.
- Strategy Directors & Business Unit Heads Focused on embedding AI-powered customer engagement into the companys strategic vision.
- Customer Service & CRM Professionals Looking to implement AI-based personalization, automation, and data-driven customer management.
- Forward-Thinking Executives & Entrepreneurs Aiming to future-proof their organizations by leveraging AI and Gen AI for superior customer experiences.
This MDP is ideal for leaders who want to unlock AIs potential in customer management, elevate customer satisfaction to delight, and drive sustained business growth.
Programme Duration and Delivery
- From the morning of February 16, 2026 till the afternoon of February 20, 2026
- Face to face - classroom based
Pedagogy
This program integrates a dynamic, hands-on learning approach, including:
- Case Studies & Live Industry Examples Analyzing AI-driven customer strategies from global and Indian market leaders.
- Interactive Group Exercises & AI Demonstrations Hands-on experience with Gen AI-powered CX tools, sentiment analysis, and AI chatbots.
- Expert-Led Sessions Insights from industry leaders and AI-driven customer experience specialists.
- AI & Data Analytics Applications in CRM Practical exposure to AI-based customer segmentation, churn prediction, and personalization models.
By blending cutting-edge AI applications with strategic frameworks, participants will gain the knowledge and skills to lead customer-centric transformation in the digital era.
How to Apply
- You can apply/nominate your personnel by clicking on the Apply Now link corresponding to the particular MDP, as appearing on our online calendar available at:
- Once the candidature(s) is (are) approved, the sponsoring authority or participant (in case of self-nomination) will be intimated over email along with a Proforma Invoice seeking programme fees in advance.
- Programme fees can be remitted online through Electronic Fund Transfer (NEFT/RTGS).
- Upon remitting the fees online, kindly intimate Executive Education Office with the UTRNo. /relevant transaction details through email, so that we can connect your remittance to your nomination(s). Please note that confirmation of participation is subject to receipt of Programme fees by CMDP Office before commencement of the MDP.
For further assistance, please connect with:
Name: Ms. Payel Majumder
Number: +91 33 7121 6012
Email ID: program_mdp[at]iimcal[dot]ac[dot]in
Programme Brochure
