Industry overview - Part 2 - Themes 03 and 04
Taught by Stuart Murphy · AI tutor support included
You’ll learn how AI is reshaping customer service demand and how organisations can respond through a build, buy or partner strategy.
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In this lesson
- 0:00 Theme Three: AI Reshaping Demand
- 0:31 Klarna’s AI-First Customer Service
- 2:28 Why Humans Return To Support
- 5:38 P3 Digital Strategy Application
- 7:31 AI Plus Human Managed Services
- 9:48 Theme Four: Outcome-Based Pricing
- 12:11 Outcome Pricing And Auditability
- 15:09 Evaluating Revenue And Margin Risk
- 16:39 Protecting Quality In AI Services
About this lesson
Using the Klarna and Teleperformance example, you’ll assess the advantages and limitations of AI, the continuing role of human empathy in complex or regulated cases, and the importance of communicating an AI strategy to investors. You’ll also examine the move from per-minute or per-hour pricing to outcome-based pricing, including its impact on revenue, margins, performance risk and customer value. The lesson applies these issues to CIMA P3 Risk Management exam requirements, including business models, value chains, generic strategies, auditable outcome measurement and evaluating an AI-plus-human managed service.
Duration: 19m
Transcript
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