About the Program:
This program aims to equip participants with a comprehensive understanding of Generative Artificial Intelligence (Gen AI) and its transformative potential in Omnichannel Customer Relationship Management (CRM). Building on fundamental CRM concepts, the program will delve into how Gen AI can revolutionize customer segmentation, personalize interactions, enhance predictive analytics, automate customer support, and drive innovative sales and marketing strategies. Participants will gain hands-on experience with Gen AI applications, enabling them to formulate, solve, and analyze complex CRM problems systematically, preparing them for the future of customer engagement.
Pedagogy:
Upon successful completion of the program, participants will:
Day |
Session |
Topics |
Day 1: Foundations of Gen AI and CRM Integration |
Session 1: Introduction to Gen AI & CRM |
Program Overview & CRM Fundamentals, Introduction to Generative AI Concepts, Integrating Gen AI into CRM: Overview |
Session 2: Hands-on Prompt Engineering & Early Use Cases |
Basic Prompt Engineering for CRM, Gen AI in Customer Service & Support, Gen AI in Sales & Marketing Automation |
|
Day 2: Gen AI Applications in CRM - Deep Dive |
Session 1: Advanced Personalization & Predictive Insights |
Hyper-Personalization with Gen AI, Gen AI for Predictive Analytics & Churn, Gen AI for Customer Lifetime Value (CLTV) |
Session 2: Intelligent Interaction & Content Generation |
Gen AI for Enhanced Customer Interactions, Creative Content Generation for Marketing & Sales, Social Network Analysis with Gen AI |
|
Day 3: Strategic Implementation, Ethics, and Future of Gen AI in CRM |
Session 1: Implementation, Ethics, and Measuring ROI |
Best Practices for Gen AI Implementation, Ethical Considerations in Gen AI for CRM, Measuring ROI of Gen AI in CRM |
Session 2: Next Practices, Future Trends & Valedictory |
Next Practices in CRM with Gen AI, The Future of CRM with Generative AI, Valedictory Session |
This training program is designed for web-based learning with hands-on exercises for executives in managerial positions in any organization, particularly those in Marketing, Sales, Customer Service, IT, and Strategy roles.
Registration fees include the following:
For all the participants:
Registration Terms & Conditions:
C. IIM Mumbai is not responsible for any other expenses borne by the participants due to rescheduling/cancellation of its MDPs
2. Individual Registration
If you wish to register & make payment, please click here Register
3. Company-sponsored / Bulk Registration:
In the case of company-sponsored candidates, please share the nomination list and GST details to program@iimmumbai.ac.in for invoice generation.
Download the INVOICE DETAILS FORM
Mode | Online / Virtual |
Duration | 3 Contact Days |
Programme Dates | Feb 25, 2026 to Feb 27, 2026 |
Program Chair | Prof. Purnima Sangle, Prof. Vartika Srivastava, Prof. Amit Kumar Das |
Program Co-Chair | --- |