{"id":8777,"date":"2025-01-07T12:55:27","date_gmt":"2025-01-07T20:55:27","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8777"},"modified":"2025-02-05T03:07:48","modified_gmt":"2025-02-05T03:07:48","slug":"ai-education-reskill-customer-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/ai-education-reskill-customer-experience\/","title":{"rendered":"AI Education: How to Reskill Your Team for the Future of Customer Experience"},"content":{"rendered":"\n<p>The world of customer service, or customer experience (CX), is changing fast. And <a href=\"https:\/\/www.salesforce.com\/ap\/artificial-intelligence\/what-is-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">artificial intelligence (AI)<\/a> is playing a big role in that transformation, not only in automating tasks but also in reshaping how teams approach problem-solving. <\/p>\n\n\n\n<p>As customers expect faster, more personal, and helpful service, businesses must invest in AI education to empower their teams with the skills and knowledge to harness this technology effectively. Upskilling teams in both CX strategies and AI tools is key to staying competitive and meeting these new demands.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-now-is-the-time-for-ai-in-customer-service\"><strong>Why now is the time for AI in customer service<\/strong><\/h2>\n\n\n\n<p>AI isn\u2019t just a trend \u2014 it\u2019s changing the way companies help customers. It can help teams solve problems faster, make better recommendations, and give customers what they need before they have to ask. By implementing AI into your customer experience strategy, you can future-proof your team and help your organisation stay competitive.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-ai-is-already-changing-customer-success\"><strong>How AI is already changing customer success<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Personalised service<\/strong>: New insights into customer data can help predict what each person needs and suggest products or solutions that fit them best.<\/li>\n\n\n\n<li><strong>24\/7 help<\/strong>: AI agents can answer questions any time of day, freeing up your team to work on the more complex interactions.<\/li>\n\n\n\n<li><strong>Improved customer feedback<\/strong>: Analysis of real-time customer feedback helps teams know what\u2019s working and what\u2019s not, making it easier to improve experiences as they happen.<\/li>\n\n\n\n<li><strong>Easier order tracking and returns<\/strong>: Customers can track their orders and return items seamlessly and without human involvement.<\/li>\n\n\n\n<li><strong>Better pricing<\/strong>: Dynamic pricing can help meet the needs of each customer, giving them tailored deals while accounting for market changes.<\/li>\n\n\n\n<li><strong>Fast problem solving<\/strong>: Companies can identify and fix bugs, mistakes, or problems <em>before<\/em> customers notice them.&nbsp;<\/li>\n\n\n\n<li><strong>VIP service for loyal customers<\/strong>: AI can identify top customers and make sure they get VIP treatment and professional service.<\/li>\n\n\n\n<li><strong>Smarter interactions: <\/strong>Companies can gauge the opinions of an individual customer using individual sentiment analysis. This enables companies to better understand customers\u2019 emotions, leading to more thoughtful and timely responses and better customer service.<\/li>\n<\/ul>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Deploy AI agents with confidence<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Provide specialised, always-on support to employees or customers, 24\/7. <\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/resources\/guides\/agentforce-activator-blueprint\/\">Get started here<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-education-for-exceptional-cx\"><strong>AI education for exceptional CX<\/strong><\/h2>\n\n\n\n<p>Getting started with AI means reskilling your team to feel confident in using it. This process takes time, but it\u2019s worth the effort. And as your team\u2019s AI literacy grows, they\u2019ll start identifying new ways to use the technology.&nbsp;<\/p>\n\n\n\n<p>Here\u2019s how to build an effective training program for AI skills and encourage employee engagement.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-assess-current-skills\"><strong>Assess current skills<\/strong><\/h3>\n\n\n\n<p>Identify knowledge gaps, skill gaps, and areas for improvement. Make sure you address core AI literacy and technical skills as well as soft skills that support success with AI tools.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ai-literacy-and-technical-skills\"><strong>AI literacy and technical skills:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Foundational AI knowledge<\/strong>: Help your team understand the basics of AI, like machine learning, natural language processing (NLP), and <a href=\"https:\/\/www.salesforce.com\/ap\/analytics\/what-is-predictive-analytics\/\" target=\"_blank\" rel=\"noreferrer noopener\">predictive analytics.<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/data-analytics-fundamentals\/explore-data-analytics-types\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Data analysis<\/strong><\/a>: Train your team, as they become more familiar with AI, to understand AI insights and use data to make smart decisions.<\/li>\n\n\n\n<li><strong>AI tool proficiency<\/strong>: Offer hands-on training with AI-powered CRM systems, chatbots, and other tools they\u2019ll use in their daily routine.<\/li>\n\n\n\n<li><strong>AI-driven customer journey mapping<\/strong>: Show them how to use AI to map <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/how-to-create-a-customer-journey-map\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer journeys<\/a> and improve personalisation for better customer experiences.<\/li>\n\n\n\n<li><strong>Customer data privacy and security<\/strong>: Ensure your team is equipped to handle customer <a href=\"https:\/\/www.salesforce.com\/ap\/platform\/data-security\/what-is-data-security\/\" target=\"_blank\" rel=\"noreferrer noopener\">data securely<\/a> and responsibly while benefiting from AI insights.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-soft-skills-nbsp\"><strong>Soft skills:&nbsp;<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Critical thinking<\/strong>: Encourage critical thinking, so your team can evaluate AI outputs and make informed decisions when needed.<\/li>\n\n\n\n<li><strong>Adaptability<\/strong>: Create a culture that embraces learning and tech adoption to keep pace with evolving AI.<\/li>\n\n\n\n<li><strong>Emotional intelligence<\/strong>: Stress the importance of empathy and the human touch in customer interactions, as these skills complement AI capabilities. It&#8217;s all about balance.&nbsp;<\/li>\n\n\n\n<li><strong>Collaboration, not replacement: <\/strong>Train your team on when to rely on automation and when a human touch makes all the difference.<\/li>\n<\/ul>\n\n\n\n<p>By empowering your team with these skills, you\u2019re preparing them for the future of AI. They\u2019ll be confident, skilled, and ready to deliver awesome customer experiences every step of the way.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-develop-tailored-training\"><strong>Develop tailored training<\/strong><\/h3>\n\n\n\n<p>Create personalised learning paths to address the range of AI skills required for your organisation and where team members currently stand. This will help your team focus on what&#8217;s relevant to them, speed up improvements, and secure buy-in as team members see themselves in your approach to AI adoption. Hold regular check-ins to assess progress and adjust what topics and resources come next.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-ai-education-in-action-nbsp-nbsp\"><strong>AI education in action&nbsp;&nbsp;<\/strong><\/h3>\n\n\n\n<p>Give your team the opportunity to practice working with AI systems in controlled environments. Mix workshops, online courses, and real-world applications to cement their knowledge in different contexts. This is an ongoing effort, giving your team direct experience as new tools, features, and methods prove to deliver more value. Free <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/09\/18\/ai-training-opportunities\/\" target=\"_blank\" rel=\"noreferrer noopener\">hands-on AI courses and certifications<\/a> are helpful resources your teams can easily access to broaden their exposure to AI.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-encourage-collaboration\"><strong>Encourage collaboration<\/strong><\/h3>\n\n\n\n<p>Share knowledge across teams and departments. A collaborative AI approach ensures that your team adopts best practices company-wide. Encourage team members to proactively share their insights and experiences using new AI tools and skills. This way, different people can try out various options and keep everyone aligned and informed on what\u2019s working and what\u2019s not.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-reward-participation\"><strong>Reward participation<\/strong><\/h3>\n\n\n\n<p>Recognise employees who embrace AI in their roles. When team members see the impact of AI on their success, engagement and competence skyrockets. Because AI is rapidly changing, it\u2019s useful to constantly explore new ways of measuring progress and how data is understood. Participation gives your team a stake in your organisation\u2019s success with AI.<\/p>\n\n\n\n<div class=\"layout-astro wp-block-salesforce-blog-related-trail\">\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-cloud-layout-astro.png\" alt=\"\">\n\n\t\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__background\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-background-layout-astro.png\" alt=\"\">\n\n\t<div class=\"related-trail__wrapper\">\n\t\t<div class=\"related-trail__content\">\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 345.8 82.8\" aria-hidden=\"true\" class=\"related-trail__logo\"><path fill=\"#1d3767\" d=\"M96.6 33h9v22.6h4.8V33h8.8v-4.3H96.6zm49.8 5.3c0-5.7-3.6-9.6-10.8-9.6H127v27h4.8v-7.9h3l2.3-.1 5.7 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class=\"wp-block-related-trail__title\">Build Your First Agent with Agentforce<\/h2>\n\t\t\t<p>Create an Agentforce Service Agent to assist with recommendations and bookings.<\/p>\n\t\t\t\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/projects\/quick-start-build-your-first-agent-with-agentforce\" target=\"_blank\" rel=\"noreferrer noopener\">Build your first agent<\/a><\/div>\n\n\t\t<\/div>\n\t\t<div class=\"related-trail__mock\">\n\t\t\t<div class=\"related-trail__points\">+500 points<\/div>\n\t\t\t<div class=\"related-trail__eyebrow\">Project<\/div>\n\t\t\t<p class=\"related-trail__trail-title h3\">Quick Start: Build Your First Agent with Agentforce<\/p>\n\t\t\t<p class=\"related-trail__trail-description\"><\/p>\n\t\t\t<div class=\"related-trail__actions\">\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 10 10\" aria-hidden=\"true\"><path fill=\"#747474\" fill-rule=\"evenodd\" d=\"m4.93.69.88 2.88c.04.12.16.18.27.18h2.89c.29 0 .4.38.17.56L6.79 6.04c-.1.07-.13.2-.1.32l1.12 2.96c.08.27-.2.5-.44.33L4.85 7.77c-.1-.08-.23-.08-.34 0L1.97 9.65a.29.29 0 0 1-.45-.33L2.6 6.36a.3.3 0 0 0-.1-.32L.17 4.3c-.23-.18-.1-.56.17-.56h2.89c.13 0 .23-.04.27-.18l.9-2.9c.08-.27.46-.25.54.02Z\" clip-rule=\"evenodd\" \/><\/svg>\n<\/div>\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 9 5\" aria-hidden=\"true\"><path fill=\"#747474\" d=\"M4.16 4.5.26 0h7.8z\" \/><\/svg>\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__foreground\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-foreground-layout-astro.png\" alt=\"\">\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__parks\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-parks-layout-astro.png\" alt=\"\">\n\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-continuous-learning-the-heart-of-ai-success\"><strong>Continuous learning: The heart of AI success<\/strong><\/h2>\n\n\n\n<p>Getting the most out of AI is all about having a plan for continuous learning. With technology evolving so quickly, what works today might need an upgrade tomorrow. That\u2019s why keeping your CX team in learning mode is essential for staying competitive and delivering great experiences every day. AI isn\u2019t a &#8216;set it and forget it&#8217; tool. It\u2019s a journey where your team can grow, adapt, and improve.<\/p>\n\n\n\n<p>Encourage your team to stay curious. By exploring new AI tools and techniques, they\u2019ll keep their skills sharp and be ready to jump on the latest innovations as they appear. Regularly refreshing your training programs to reflect these advancements is key. Offer a mix of structured learning, like workshops and online courses, along with informal opportunities for peer learning and collaboration. A culture that champions learning helps your team adapt to new AI-driven solutions faster, so they\u2019re always ready to deliver agile, responsive customer experiences.<\/p>\n\n\n\n<p>And don\u2019t forget to support your team along the way. Whether it\u2019s access to the latest AI tools, time for ongoing training, or the freedom to experiment, weaving continuous learning into your organisation\u2019s AI strategy sets your team up for success. Investing in their growth means keeping them at the forefront of innovation, and equipped to meet your customers\u2019 needs with confidence and expertise.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-future-of-cx-with-ai\"><strong>The future of CX with AI<\/strong><\/h2>\n\n\n\n<p>AI is here to stay, and when used well, it can transform the way you deliver customer experiences. By investing in your team\u2019s AI skills, you\u2019re empowering them to serve customers more effectively, adapt to change with confidence, and lead in a dynamic world.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Strategies for building an effective training program and equipping your employees to work alongside AI.<\/p>\n","protected":false},"author":147,"featured_media":8776,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"aec3336979554c7d9c34058d0f8c2695","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[9,23,651],"sf_content_type":[],"coauthors":[307],"class_list":["post-8777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-artificial-intelligence","sf_topic-customer-service-ai"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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