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AI ENABLED CUSTOMER RELATIONSHIP MANAGEMENT.pptx

This presentation explores how Artificial Intelligence (AI) is revolutionizing Customer Relationship Management (CRM), enhancing customer interactions, automating processes, and driving business efficiency. It will cover AI-driven insights, predictive analytics, chatbots, and personalization strategies that improve customer engagement, loyalty, and satisfaction. Attendees will gain practical knowledge on leveraging AI-powered CRM tools to streamline operations, boost sales, and deliver exceptional customer experiences in today’s digital landscape. This presentation also highlight real-world case studies of businesses successfully integrating AI into their CRM systems, showcasing measurable improvements in customer retention and operational efficiency. Additionally, it will provide actionable steps for organizations looking to implement AI-driven CRM solutions, ensuring a seamless transition and maximizing return on investment.

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Artificial Intelligence (AI)-Enabled Customer Relationship Management (CRM) Workshop Infinite Intel consult
Workshop Outline • Learning Protocols – Avoid Distraction, Unlearn, Learn, Relearn, Have Fun • Introduction and Expectation • Workshop Objectives Session 1 • Opening Quotes • Overview of Customers Relationship Management • Significance of CRM in Microfinance Session II • Understanding AI and the Impact on MFBs • AI in Customer Relationship Management Practical demonstration • Knowledge Test • Conclusion
Workshop Objectives • Refresh Participants Knowledge of Customer Relationship Management • Introduce participants to AI applications within CRM. • Demonstrate how AI-powered CRM systems enhance customer engagement, personalization, and loyalty. • Highlight strategies for implementing AI in CRM to improve sales, customer service, and customer retention. • Equip participants with skills to leverage data-driven insights for better customer segmentation and targeted marketing.
Session I
Opening Quotes “It is not the big that eat the small, it is the fast that eat the slow” – Jason Jennings “ Our greatest Asset is our Customer! Treat each customer as if they are the only one” – Laurice Leitao “it’s our job everyday to make important aspects of customer experience a little bit better” – Jeff Bezos
• Customer Relationship management is as old as business. At its basic form, saying hello and goodbye to a client constitutes customer relationship. In the 20th century, customers need started changing color, how to be addressed, time to be serviced, and where became compelling. Customers expected service providers to appreciate and know their emerging needs ahead of time. The complexity of customers expectations is becoming overwhelming using the traditional style of meeting customers expectations • The financial service industry is undergoing rapid transformation, fueled by technological advancements and evolving customer expectations. Delivering exceptional customer experience is now a key differentiator for financial institutions, driving loyalty and growth. • This workshop equips microfinance professionals with the knowledge and skills to leverage Artificial Intelligence (AI) in CRM for enhanced customer engagement, personalized experiences, and business growth. Overview of Customer Relationship Management
What is CRM? • CRM is as an “enterprise approach to understanding and influencing customer behaviour through meaningful communications in order to improve customer acquisition, customer retention, customer loyalty, and customer profitability”. • CRM Is a comprehensive process of acquiring and retaining customers, with the help of business intelligence, to maximize the customer value to the organization • CRM is Reaching, Acquiring, Converting, Retaining, and Creating Loyal CUSTOMERS
a) Operational CRM - Focuses on automating and improving customer-facing business processes such as sales, marketing, and customer service. It helps businesses manage customer interactions efficiently. - Sales automation (lead tracking, sales pipeline management), Marketing automation (email campaigns, segmentation) and Customer service automation (ticketing systems, chatbots). E. G. A company using Salesforce or HubSpot to track leads, automate emails, and handle customer support tickets. b) Analytical CRM - Focuses on analyzing customer data to improve decision-making. It helps businesses understand customer behavior, preferences, and trends. Data mining and predictive analytics, Customer segmentation and Reporting and performance tracking E. G.A retail company using CRM analytics to identify which products are most popular among certain customer groups and adjusting their marketing strategy accordingly. c) Collaborative CRM - Focuses on enhancing communication and collaboration between different departments and even external stakeholders (partners, suppliers, distributors) to improve customer relationships. - Shared customer information across teams, Multi-channel communication (email, chat, social media), and Partner and vendor relationship management, E.g, A telecom company ensuring that customer service, sales, and technical support Types of CRM
5 Benefits of CRM
Microfinance Case Study Customer Data Collection and Analysis for Decision Making • Tala, a microfinance institution uses AI to analyze users' mobile data, such as call records and transaction history, to generate credit scores and provide microloans to those without traditional credit histories. This approach has enabled Tala to extend financial services to more people, helping low-income entrepreneurs access the capital they need to grow their businesses. Questions • What other useful information would TALA be able to generate from these information? • What are the other information they can garner to make them serve their customers better
1. Which of the following is the primary goal of Customer Relationship Management (CRM)? a) Increasing the number of customers regardless of their needs b) Enhancing customer satisfaction and retention c) Reducing marketing efforts to cut costs d) Focusing only on acquiring high-value customers 2. A key feature of an effective CRM system is: e) Ignoring customer feedback to maintain consistency f) Keeping customer data separate across different departments g) Avoiding technology to keep interactions personal h) Automating customer interactions and data management
3. What is the best strategy for handling customer complaints in CRM? a) Ignoring complaints to avoid negative publicity b) Resolving complaints quickly and following up with the customer c) Offering compensation in every case, even if the complaint is baseless d) Transferring complaints to different departments without follow-up 4. Which type of CRM focuses on analyzing customer data to improve decision-making? e) Operational CRM f) Collaborative CRM g) Analytical CRM h) Strategic CRM 5. A key benefit of CRM for businesses is: i) Reduced focus on customer needs j) Increased revenue through improved customer loyalty k) Eliminating the need for marketing efforts l) Replacing human customer service with automated bots entirely
Recap • We looked at – Historical perspective of CRM – Definition of CRM – Types of CRM – Benefits of CRM – Key stages of CRM process Customer relationship management can no longer be treated as an add-on that the microfinance sector can do without, rather it is an essential strategy for ensuring business survival and sustainability. Always remember the words of Jeff Bezos - “it’s our job everyday to make important aspects of customer experience a little bit better”
Thank you for your Attention Dr. Femi Otenigbagbe MBA, FNIM, FIMC
Session II AI &
Short Video Created by AI
Jensen Huang, CEO of chipmaker Nvidia worth $3.3Trillion, says everyone should get an AI tutor. – “If there’s one thing I would encourage everybody to do, is to go get yourself an AI tutor right away,” “The knowledge of almost any particular field, the barriers to that understanding, have been reduced. I have a personal tutor with me all of the time,” “It actually empowers me, and gives me the confidence to go tackle more and more ambitious things,” Quotable Quotes Jensen Huang
Customers Expectation In today’s fast-paced world, customer expectations are higher than ever, requiring businesses to deliver personalized, efficient, and seamless experiences. AI- powered CRM systems have emerged as powerful tools to meet these demands, enabling businesses to: – Analyze customers’ data for actionable insights. – Automate repetitive tasks to boost productivity. – Predict customers’ behavior for proactive engagement. Microfinance Bank
Artificial Intelligence (AI) computer technology that transcends traditional computing. • It mimics human-like intelligence through algorithms (a process or set of rules to be followed in calculation) and data. Used in various fields like robotics, data analysis, finance, and healthcare Types - Narrow AI, General AI, and Superintelligent AI Why do you need to understand AI • Understanding it is key to harnessing its vast potential. • AI is reshaping our world in profound ways and it is here to stay • If you don’t someone who knows AI will take your job • Adopting AI will make you more effective and productive • Knowing how to use AI will free up more time for more strategic and innovative thinking • Make your life more enjoyable – more time for family Understanding Artificial Intelligence
Terms • Artificial Intelligence (AI): Simulation of human intelligence in machines, enabling them to perform tasks that typically require human intelligence. • Machine Learning (ML): AI subset focused on developing algorithms that learn from data. • Deep Learning (DL): ML technique using neural networks to analyze complex data. • Natural Language Processing (NLP): AI subset focused on human language understanding and generation. • Cognitive Automation: Automation of tasks requiring human cognition. Basic AI Terms and Tools
Chatbots • ChatGPT: A generative AI tool that's the industry leader. It's used for writing marketing copy, sales emails, and market research. • Claude: A generative AI tool • Gemini: A generative AI tool and chatbot • Perplexity: A generative AI tool and search engine • Image generation tools • Midjourney: An image generation tool • DALL·E 3: An image generation tool • Lensa: An app that uses AI to create artistic edits of selfies Design tools • Canva: A popular design tool with an AI design suite • Looka: A graphic design to Popular AI Tools
AI-Powered Analytics Tools for Business • Microsoft Excel: A common tool for data analysis and reporting • QlikView: A business intelligence tool that transforms raw data into actionable insights • OpenRefine: A free and open-source software • RapidMiner: A software for machine learning, data processing, and deployments • Power BI: A data management tool developed by Microsoft • Talend: A unified environment for big data, application and API integration, data integrity, and governance • Zoho Analytics: A software for in-depth reporting and data analysis • Datapine: A product that helps non-technical users understand the data analytics process • Python: A popular programming language for data analysis
The Roles of AI in Microfinance Artificial Intelligence (AI) is revolutionizing microfinance sector • Enhancing Operational Efficiency – Automated Loan Processing – Chatbots and Virtual Assistants • Improving Risk Management – Credit Scoring Models: – Fraud Detection • Personalized Financial Services – Tailored Product Offerings – Financial Literacy and Advisory Leveraging AI, microfinance banks can better serve their clients, extend financial inclusion, and drive sustainable growth.
AI in Microfinance • One of the key advantages of AI in microfinance is its capacity to automate processes and improve operational efficiency. • AI-powered algorithms can streamline loan application processing, – credit scoring, and – risk assessment, – reducing the time and resources required for these tasks. • AI can help financial services organizations control manual errors in data processing, analytics, document processing and onboarding, customers interactions, and other tasks through automation and algorithms that follow the same processes every single time
AI in Microfinance CRM • AI refers to the ability of machines to mimic human cognitive functions, including learning, reasoning, and problem-solving. With advancements in technology, this powerful tool has found its way into CRM systems, bringing about a paradigm shift in customer interactions. • AI in CRM systems involves using algorithms and machine learning capabilities to analyze vast amounts of customer data and derive actionable insights. • Helps businesses to understand customer preferences, predict their behavior, and customize interactions accordingly. Banks can provide personalized experiences that resonate with customers on a deeper level. • AI-powered CRM systems can now automatically analyze customer data, identify patterns, and make contextual recommendations to enhance customer experiences.
Microfinance Case Study Customer Data Collection and Analysis for Decision Making • Branch, is a global financial institution licensed by CBN which also uses AI to analyze user data and provide microloans. Applying machine learning, Branch has created an algorithmic approach to determine credit worthiness via customers' smartphones. While this tech-forward approach requires transparency and trust, it also enables a fair, secure and convenient path for customers to build capital and save for the future.
AI in Customer Relationship Management Enhanced Insights AI-powered CRM systems provide deeper customer understanding through data analysis and predictive modeling. Personalized Engagement AI personalizes customer interactions, delivering tailored experiences and targeted communications. Streamlined Operations AI automates repetitive tasks, freeing up staff time for more strategic and value-adding activities.
Benefits of AI in CRM AI tools can • Analyze vast amount of customer data in real-time • Identify trends, segment customers, and tailor interactions accordingly. • Analyze customer data, such as purchase history, browsing behavior, and social media interactions, to create personalized offers, recommendations, and content. • Automate lead generation by identifying potential customers based on predefined criteria and qualifying them based on their behavior, demographics, and other relevant factors. • Analyze customer data to identify the most effective marketing channels, determine the optimal timing for campaigns, and personalize messages to resonate with individual customers
Basic AI-Powered Customers’ Support Chatbots and Virtual Assistants can improve customer service without replacing personal touch • Chatbot are computer programs that simulate human conversations to answer questions, perform tasks, and communicate with people. • They can be used in many ways, including customer service, sales, and automating workflows. Examples of tasks: Answering FAQs, providing customer support, processing orders, order tracking, informational retrieval, customer education, reminders, and etc
Starbucks Case Study Customer Data Collection and Analysis for Decision Making • Starbucks personalizes the customer experience through its mobile app and AI-driven insight. The app uses customer data to recommend drinks based on past purchases and preferences. AI – powered chatbots provide personalized assistance, while targeted marketing messages are crafted from analyzing customer behavior and preferences. • How does Starbucks use AI in its CRM strategy? Starbucks uses AI to analyze customer data and provide personalized recommendation. The mobile app employs AI to suggest drinks based on customers’ past purchases and their preferences. AI – powered chatbots also offer personalized customer service making recommendation and answering queries.
Implementing AI in CRM: Strategies for Success 1 Data Preparation Ensure data quality and consistency for accurate insights and reliable AI models. 2 AI Model Selection Choose appropriate AI models and algorithms based on specific business needs and data characteristics. 3 Integration and Training Integrate AI solutions into existing CRM systems and provide staff training for effective utilization.
How to Collect Customers Data and Analyze • Customer surveys • Website tracking tools • Transaction history analysis • Loyalty program data • Feedback forms • Social Media Analytics (Facebook, Instagram, WhatsApp, Linked-In) • Demographic information This Data analyze using advanced analytics tools to understand customers’ behavior, preferences, and needs, allowing for personalized products and services to ensure better customer experience.
Gathering Customer Insights with AI 1. Natural Language Processing (NLP): Analyze customer feedback, reviews, and social media conversations to understand their opinions, preferences, and pain points. 2. Predictive Analytics: Use machine learning algorithms to analyze customer data, such as purchase history, browsing behavior, and demographic information, to predict future behavior and preferences. 3. Customer Segmentation: Use clustering algorithms to segment customers based on their behavior, preferences, and demographics, and tailor marketing campaigns and offers accordingly. 4. Sentiment Analysis: Analyze customer sentiment across various channels, such as social media, reviews, and feedback forms, to understand their emotional state and preferences. 5. Customer Journey Mapping: Use AI to map the customer journey and identify pain points, opportunities, and areas for improvement.
10 CRM Tools Enabled with AI • HubSpot CRM (with ChatSpot AI), • Salesforce Sales Cloud (with Einstein AI), • Zoho CRM (with Zia AI), • Pipedrive (with AI Sales Assistant), • Freshworks (with Freddy AI), • Zendesk Sell (strong AI lead management), • Oracle CRM (with Oracle AI for Customer Experience), and • ClickUp (for CRM task automation). • Mailchimp CRM
AI Integration Into CRM 1. Define Clear Objectives - Identify specific goals—improving customer experience, automating responses, predicting customer behavior, etc.. Align AI integration with business needs and CRM strategy. 2. Choose the Right AI-Powered CRM Tools - Select CRM software with built-in AI capabilities like Salesforce Einstein, HubSpot AI, Zoho CRM, or Microsoft Dynamics 365 AI. If using an existing CRM, look for AI plugins or API integrations that enhance its functionality. 3. Automate Routine Tasks - Use AI chatbots and virtual assistants to handle FAQs, appointment scheduling, and customer inquiries. Implement AI-driven email automation for personalized follow-ups and responses. 4. Improve Customer Insights with Predictive Analytics - Leverage AI- powered analytics to predict customer behavior and identify high-value customers. Use sentiment analysis to understand customer emotions from social media and reviews. 5. Enhance Personalization - Implement AI-driven recommendation engines to offer personalized product suggestions. Use dynamic customer segmentation to tailor marketing campaigns and promotions.
AI Integration Into CRM 6. Improve Lead Scoring and Sales Forecasting - AI can analyze customer interactions and rank leads based on their likelihood to convert. AI-driven forecasting helps sales teams focus on the most promising prospects. 7. Strengthen Fraud Detection and Data Security - Use AI to detect suspicious transactions and prevent fraud. AI-powered security tools help protect customer data from breaches. 8. Ensure Seamless Human-AI Collaboration - AI should augment, not replace, human interactions—escalate complex queries to human agents. Train employees to work effectively with AI-driven CRM insights. 9. Monitor and Optimize AI Performance - Regularly review AI- driven decisions to ensure accuracy and relevance. Use feedback loops to fine-tune AI models for better results. 10.Stay Compliant with Data Privacy Regulations - Ensure AI-driven CRM follows GDPR, NDPR, and other data protection laws. Be transparent with customers about AI usage in CRM processes.
AI for Business Growth 1 Boosting Sales AI-driven insights enable targeted marketing campaigns and personalized sales strategies. 2 Elevating Customer Service AI-powered chatbots and virtual assistants provide instant support and address customer queries effectively. 3 Improving Customer Retention By anticipating customer needs and delivering proactive service, AI helps retain loyal customers.
Mini-Practical Session Hands-on demonstration of user-friendly AI tools
1. What is the primary role of AI in a CRM system? a) Replacing customer service representatives b) To Remove human involvement from all customer interactions c) Automating and enhancing customer interactions through data analysis d) Increasing banking fees for customers 2. How can AI improve customer engagement in a microfinance bank? a) By automatically rejecting loan applications b) Increasing loan interest rates without notice c) By making decisions without using customer data d) By predicting customer needs and offering personalized recommendations 3. Which of the following AI tools is commonly used in CRM for customer support? a) Spreadsheets b) Chatbots and Virtual Assistants c) Paper-based customer records d) Landline telephones
4.What is predictive analytics in AI-enabled CRM? a) The use of AI to forecast customer behaviors and trends b) A tool that predicts company profits c) A manual data entry process for banking transactions d) A security feature for customer login 5.How does AI-driven sentiment analysis benefit customer relationship management? a) By analyzing customer emotions and feedback to improve interactions b) By reading customers' bank statements c) By automatically approving loans without human intervention d) By blocking customers from contacting support 6. One of the key benefits of AI-enabled CRM in microfinance banking is: e) Reducing the need for any customer service team f) Eliminating all manual banking processes g) Faster loan approvals and personalized customer service h) Increasing the cost of customer transactions 7.AI automation in CRM can help microfinance banks by: a) Ignoring customer complaints b) Automating repetitive tasks like follow-ups and reminders c) Increasing the complexity of banking operations d) Making loan approval a completely random process
8.What is a critical success factor for implementing AI-enabled CRM in a microfinance bank? a) Having high-quality, well-structured customer data b) Using AI without human oversight c) Disregarding customer feedback d) Eliminating customer service teams entirely 9.How can AI help microfinance banks identify potential defaulters? a) By relying only on traditional credit scores b) By limiting access to customer information c) By analyzing customer transaction history and behavior patterns d) By randomly selecting customers for loan rejection 10. What should microfinance bank employees do to maximize the benefits of AI-enabled CRM? a) Regularly update customer data and monitor AI insights b) Ignore AI recommendations and follow manual processes c) Avoid using AI tools in daily operations d) Use AI only for marketing and not for customer service
Conclusion As we navigate this digital transformation journey of adopting AI to create a better customer experience as part of LAPO’s vision of using innovative approaches to provide sustainable financial, health, and social services. In a very competitive market space with new fintech/Mfbs moving at the speed of light, there is a need for the elephant to dance. The elephant dance will be better than the dance of Gazelle with the application of AI in customer service. Therefore, we should always remember: “If there’s one thing I would encourage everybody to do, is to go get yourself an AI tutor right away,” – Jensen Huang “ Our greatest Asset is our Customer! Treat each customer as if they are the only one” – Laurice Leitao
THANK YOU! Infinite Intel Consult 08023005235

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AI ENABLED CUSTOMER RELATIONSHIP MANAGEMENT.pptx

  • 1.
  • 2.
    Workshop Outline • LearningProtocols – Avoid Distraction, Unlearn, Learn, Relearn, Have Fun • Introduction and Expectation • Workshop Objectives Session 1 • Opening Quotes • Overview of Customers Relationship Management • Significance of CRM in Microfinance Session II • Understanding AI and the Impact on MFBs • AI in Customer Relationship Management Practical demonstration • Knowledge Test • Conclusion
  • 4.
    Workshop Objectives • RefreshParticipants Knowledge of Customer Relationship Management • Introduce participants to AI applications within CRM. • Demonstrate how AI-powered CRM systems enhance customer engagement, personalization, and loyalty. • Highlight strategies for implementing AI in CRM to improve sales, customer service, and customer retention. • Equip participants with skills to leverage data-driven insights for better customer segmentation and targeted marketing.
  • 5.
  • 6.
    Opening Quotes “It isnot the big that eat the small, it is the fast that eat the slow” – Jason Jennings “ Our greatest Asset is our Customer! Treat each customer as if they are the only one” – Laurice Leitao “it’s our job everyday to make important aspects of customer experience a little bit better” – Jeff Bezos
  • 7.
    • Customer Relationshipmanagement is as old as business. At its basic form, saying hello and goodbye to a client constitutes customer relationship. In the 20th century, customers need started changing color, how to be addressed, time to be serviced, and where became compelling. Customers expected service providers to appreciate and know their emerging needs ahead of time. The complexity of customers expectations is becoming overwhelming using the traditional style of meeting customers expectations • The financial service industry is undergoing rapid transformation, fueled by technological advancements and evolving customer expectations. Delivering exceptional customer experience is now a key differentiator for financial institutions, driving loyalty and growth. • This workshop equips microfinance professionals with the knowledge and skills to leverage Artificial Intelligence (AI) in CRM for enhanced customer engagement, personalized experiences, and business growth. Overview of Customer Relationship Management
  • 8.
    What is CRM? •CRM is as an “enterprise approach to understanding and influencing customer behaviour through meaningful communications in order to improve customer acquisition, customer retention, customer loyalty, and customer profitability”. • CRM Is a comprehensive process of acquiring and retaining customers, with the help of business intelligence, to maximize the customer value to the organization • CRM is Reaching, Acquiring, Converting, Retaining, and Creating Loyal CUSTOMERS
  • 9.
    a) Operational CRM- Focuses on automating and improving customer-facing business processes such as sales, marketing, and customer service. It helps businesses manage customer interactions efficiently. - Sales automation (lead tracking, sales pipeline management), Marketing automation (email campaigns, segmentation) and Customer service automation (ticketing systems, chatbots). E. G. A company using Salesforce or HubSpot to track leads, automate emails, and handle customer support tickets. b) Analytical CRM - Focuses on analyzing customer data to improve decision-making. It helps businesses understand customer behavior, preferences, and trends. Data mining and predictive analytics, Customer segmentation and Reporting and performance tracking E. G.A retail company using CRM analytics to identify which products are most popular among certain customer groups and adjusting their marketing strategy accordingly. c) Collaborative CRM - Focuses on enhancing communication and collaboration between different departments and even external stakeholders (partners, suppliers, distributors) to improve customer relationships. - Shared customer information across teams, Multi-channel communication (email, chat, social media), and Partner and vendor relationship management, E.g, A telecom company ensuring that customer service, sales, and technical support Types of CRM
  • 10.
  • 12.
    Microfinance Case Study CustomerData Collection and Analysis for Decision Making • Tala, a microfinance institution uses AI to analyze users' mobile data, such as call records and transaction history, to generate credit scores and provide microloans to those without traditional credit histories. This approach has enabled Tala to extend financial services to more people, helping low-income entrepreneurs access the capital they need to grow their businesses. Questions • What other useful information would TALA be able to generate from these information? • What are the other information they can garner to make them serve their customers better
  • 13.
    1. Which ofthe following is the primary goal of Customer Relationship Management (CRM)? a) Increasing the number of customers regardless of their needs b) Enhancing customer satisfaction and retention c) Reducing marketing efforts to cut costs d) Focusing only on acquiring high-value customers 2. A key feature of an effective CRM system is: e) Ignoring customer feedback to maintain consistency f) Keeping customer data separate across different departments g) Avoiding technology to keep interactions personal h) Automating customer interactions and data management
  • 14.
    3. What isthe best strategy for handling customer complaints in CRM? a) Ignoring complaints to avoid negative publicity b) Resolving complaints quickly and following up with the customer c) Offering compensation in every case, even if the complaint is baseless d) Transferring complaints to different departments without follow-up 4. Which type of CRM focuses on analyzing customer data to improve decision-making? e) Operational CRM f) Collaborative CRM g) Analytical CRM h) Strategic CRM 5. A key benefit of CRM for businesses is: i) Reduced focus on customer needs j) Increased revenue through improved customer loyalty k) Eliminating the need for marketing efforts l) Replacing human customer service with automated bots entirely
  • 15.
    Recap • We lookedat – Historical perspective of CRM – Definition of CRM – Types of CRM – Benefits of CRM – Key stages of CRM process Customer relationship management can no longer be treated as an add-on that the microfinance sector can do without, rather it is an essential strategy for ensuring business survival and sustainability. Always remember the words of Jeff Bezos - “it’s our job everyday to make important aspects of customer experience a little bit better”
  • 16.
    Thank you foryour Attention Dr. Femi Otenigbagbe MBA, FNIM, FIMC
  • 17.
  • 18.
  • 19.
    Jensen Huang, CEOof chipmaker Nvidia worth $3.3Trillion, says everyone should get an AI tutor. – “If there’s one thing I would encourage everybody to do, is to go get yourself an AI tutor right away,” “The knowledge of almost any particular field, the barriers to that understanding, have been reduced. I have a personal tutor with me all of the time,” “It actually empowers me, and gives me the confidence to go tackle more and more ambitious things,” Quotable Quotes Jensen Huang
  • 20.
    Customers Expectation In today’sfast-paced world, customer expectations are higher than ever, requiring businesses to deliver personalized, efficient, and seamless experiences. AI- powered CRM systems have emerged as powerful tools to meet these demands, enabling businesses to: – Analyze customers’ data for actionable insights. – Automate repetitive tasks to boost productivity. – Predict customers’ behavior for proactive engagement. Microfinance Bank
  • 21.
    Artificial Intelligence (AI)computer technology that transcends traditional computing. • It mimics human-like intelligence through algorithms (a process or set of rules to be followed in calculation) and data. Used in various fields like robotics, data analysis, finance, and healthcare Types - Narrow AI, General AI, and Superintelligent AI Why do you need to understand AI • Understanding it is key to harnessing its vast potential. • AI is reshaping our world in profound ways and it is here to stay • If you don’t someone who knows AI will take your job • Adopting AI will make you more effective and productive • Knowing how to use AI will free up more time for more strategic and innovative thinking • Make your life more enjoyable – more time for family Understanding Artificial Intelligence
  • 22.
    Terms • Artificial Intelligence(AI): Simulation of human intelligence in machines, enabling them to perform tasks that typically require human intelligence. • Machine Learning (ML): AI subset focused on developing algorithms that learn from data. • Deep Learning (DL): ML technique using neural networks to analyze complex data. • Natural Language Processing (NLP): AI subset focused on human language understanding and generation. • Cognitive Automation: Automation of tasks requiring human cognition. Basic AI Terms and Tools
  • 23.
    Chatbots • ChatGPT: Agenerative AI tool that's the industry leader. It's used for writing marketing copy, sales emails, and market research. • Claude: A generative AI tool • Gemini: A generative AI tool and chatbot • Perplexity: A generative AI tool and search engine • Image generation tools • Midjourney: An image generation tool • DALL·E 3: An image generation tool • Lensa: An app that uses AI to create artistic edits of selfies Design tools • Canva: A popular design tool with an AI design suite • Looka: A graphic design to Popular AI Tools
  • 24.
    AI-Powered Analytics Toolsfor Business • Microsoft Excel: A common tool for data analysis and reporting • QlikView: A business intelligence tool that transforms raw data into actionable insights • OpenRefine: A free and open-source software • RapidMiner: A software for machine learning, data processing, and deployments • Power BI: A data management tool developed by Microsoft • Talend: A unified environment for big data, application and API integration, data integrity, and governance • Zoho Analytics: A software for in-depth reporting and data analysis • Datapine: A product that helps non-technical users understand the data analytics process • Python: A popular programming language for data analysis
  • 25.
    The Roles ofAI in Microfinance Artificial Intelligence (AI) is revolutionizing microfinance sector • Enhancing Operational Efficiency – Automated Loan Processing – Chatbots and Virtual Assistants • Improving Risk Management – Credit Scoring Models: – Fraud Detection • Personalized Financial Services – Tailored Product Offerings – Financial Literacy and Advisory Leveraging AI, microfinance banks can better serve their clients, extend financial inclusion, and drive sustainable growth.
  • 26.
    AI in Microfinance •One of the key advantages of AI in microfinance is its capacity to automate processes and improve operational efficiency. • AI-powered algorithms can streamline loan application processing, – credit scoring, and – risk assessment, – reducing the time and resources required for these tasks. • AI can help financial services organizations control manual errors in data processing, analytics, document processing and onboarding, customers interactions, and other tasks through automation and algorithms that follow the same processes every single time
  • 27.
    AI in MicrofinanceCRM • AI refers to the ability of machines to mimic human cognitive functions, including learning, reasoning, and problem-solving. With advancements in technology, this powerful tool has found its way into CRM systems, bringing about a paradigm shift in customer interactions. • AI in CRM systems involves using algorithms and machine learning capabilities to analyze vast amounts of customer data and derive actionable insights. • Helps businesses to understand customer preferences, predict their behavior, and customize interactions accordingly. Banks can provide personalized experiences that resonate with customers on a deeper level. • AI-powered CRM systems can now automatically analyze customer data, identify patterns, and make contextual recommendations to enhance customer experiences.
  • 28.
    Microfinance Case Study CustomerData Collection and Analysis for Decision Making • Branch, is a global financial institution licensed by CBN which also uses AI to analyze user data and provide microloans. Applying machine learning, Branch has created an algorithmic approach to determine credit worthiness via customers' smartphones. While this tech-forward approach requires transparency and trust, it also enables a fair, secure and convenient path for customers to build capital and save for the future.
  • 30.
    AI in Customer RelationshipManagement Enhanced Insights AI-powered CRM systems provide deeper customer understanding through data analysis and predictive modeling. Personalized Engagement AI personalizes customer interactions, delivering tailored experiences and targeted communications. Streamlined Operations AI automates repetitive tasks, freeing up staff time for more strategic and value-adding activities.
  • 31.
    Benefits of AIin CRM AI tools can • Analyze vast amount of customer data in real-time • Identify trends, segment customers, and tailor interactions accordingly. • Analyze customer data, such as purchase history, browsing behavior, and social media interactions, to create personalized offers, recommendations, and content. • Automate lead generation by identifying potential customers based on predefined criteria and qualifying them based on their behavior, demographics, and other relevant factors. • Analyze customer data to identify the most effective marketing channels, determine the optimal timing for campaigns, and personalize messages to resonate with individual customers
  • 32.
    Basic AI-Powered Customers’Support Chatbots and Virtual Assistants can improve customer service without replacing personal touch • Chatbot are computer programs that simulate human conversations to answer questions, perform tasks, and communicate with people. • They can be used in many ways, including customer service, sales, and automating workflows. Examples of tasks: Answering FAQs, providing customer support, processing orders, order tracking, informational retrieval, customer education, reminders, and etc
  • 33.
    Starbucks Case Study CustomerData Collection and Analysis for Decision Making • Starbucks personalizes the customer experience through its mobile app and AI-driven insight. The app uses customer data to recommend drinks based on past purchases and preferences. AI – powered chatbots provide personalized assistance, while targeted marketing messages are crafted from analyzing customer behavior and preferences. • How does Starbucks use AI in its CRM strategy? Starbucks uses AI to analyze customer data and provide personalized recommendation. The mobile app employs AI to suggest drinks based on customers’ past purchases and their preferences. AI – powered chatbots also offer personalized customer service making recommendation and answering queries.
  • 34.
    Implementing AI inCRM: Strategies for Success 1 Data Preparation Ensure data quality and consistency for accurate insights and reliable AI models. 2 AI Model Selection Choose appropriate AI models and algorithms based on specific business needs and data characteristics. 3 Integration and Training Integrate AI solutions into existing CRM systems and provide staff training for effective utilization.
  • 35.
    How to CollectCustomers Data and Analyze • Customer surveys • Website tracking tools • Transaction history analysis • Loyalty program data • Feedback forms • Social Media Analytics (Facebook, Instagram, WhatsApp, Linked-In) • Demographic information This Data analyze using advanced analytics tools to understand customers’ behavior, preferences, and needs, allowing for personalized products and services to ensure better customer experience.
  • 36.
    Gathering Customer Insightswith AI 1. Natural Language Processing (NLP): Analyze customer feedback, reviews, and social media conversations to understand their opinions, preferences, and pain points. 2. Predictive Analytics: Use machine learning algorithms to analyze customer data, such as purchase history, browsing behavior, and demographic information, to predict future behavior and preferences. 3. Customer Segmentation: Use clustering algorithms to segment customers based on their behavior, preferences, and demographics, and tailor marketing campaigns and offers accordingly. 4. Sentiment Analysis: Analyze customer sentiment across various channels, such as social media, reviews, and feedback forms, to understand their emotional state and preferences. 5. Customer Journey Mapping: Use AI to map the customer journey and identify pain points, opportunities, and areas for improvement.
  • 37.
    10 CRM ToolsEnabled with AI • HubSpot CRM (with ChatSpot AI), • Salesforce Sales Cloud (with Einstein AI), • Zoho CRM (with Zia AI), • Pipedrive (with AI Sales Assistant), • Freshworks (with Freddy AI), • Zendesk Sell (strong AI lead management), • Oracle CRM (with Oracle AI for Customer Experience), and • ClickUp (for CRM task automation). • Mailchimp CRM
  • 38.
    AI Integration IntoCRM 1. Define Clear Objectives - Identify specific goals—improving customer experience, automating responses, predicting customer behavior, etc.. Align AI integration with business needs and CRM strategy. 2. Choose the Right AI-Powered CRM Tools - Select CRM software with built-in AI capabilities like Salesforce Einstein, HubSpot AI, Zoho CRM, or Microsoft Dynamics 365 AI. If using an existing CRM, look for AI plugins or API integrations that enhance its functionality. 3. Automate Routine Tasks - Use AI chatbots and virtual assistants to handle FAQs, appointment scheduling, and customer inquiries. Implement AI-driven email automation for personalized follow-ups and responses. 4. Improve Customer Insights with Predictive Analytics - Leverage AI- powered analytics to predict customer behavior and identify high-value customers. Use sentiment analysis to understand customer emotions from social media and reviews. 5. Enhance Personalization - Implement AI-driven recommendation engines to offer personalized product suggestions. Use dynamic customer segmentation to tailor marketing campaigns and promotions.
  • 39.
    AI Integration IntoCRM 6. Improve Lead Scoring and Sales Forecasting - AI can analyze customer interactions and rank leads based on their likelihood to convert. AI-driven forecasting helps sales teams focus on the most promising prospects. 7. Strengthen Fraud Detection and Data Security - Use AI to detect suspicious transactions and prevent fraud. AI-powered security tools help protect customer data from breaches. 8. Ensure Seamless Human-AI Collaboration - AI should augment, not replace, human interactions—escalate complex queries to human agents. Train employees to work effectively with AI-driven CRM insights. 9. Monitor and Optimize AI Performance - Regularly review AI- driven decisions to ensure accuracy and relevance. Use feedback loops to fine-tune AI models for better results. 10.Stay Compliant with Data Privacy Regulations - Ensure AI-driven CRM follows GDPR, NDPR, and other data protection laws. Be transparent with customers about AI usage in CRM processes.
  • 40.
    AI for BusinessGrowth 1 Boosting Sales AI-driven insights enable targeted marketing campaigns and personalized sales strategies. 2 Elevating Customer Service AI-powered chatbots and virtual assistants provide instant support and address customer queries effectively. 3 Improving Customer Retention By anticipating customer needs and delivering proactive service, AI helps retain loyal customers.
  • 41.
  • 42.
    1. What isthe primary role of AI in a CRM system? a) Replacing customer service representatives b) To Remove human involvement from all customer interactions c) Automating and enhancing customer interactions through data analysis d) Increasing banking fees for customers 2. How can AI improve customer engagement in a microfinance bank? a) By automatically rejecting loan applications b) Increasing loan interest rates without notice c) By making decisions without using customer data d) By predicting customer needs and offering personalized recommendations 3. Which of the following AI tools is commonly used in CRM for customer support? a) Spreadsheets b) Chatbots and Virtual Assistants c) Paper-based customer records d) Landline telephones
  • 43.
    4.What is predictiveanalytics in AI-enabled CRM? a) The use of AI to forecast customer behaviors and trends b) A tool that predicts company profits c) A manual data entry process for banking transactions d) A security feature for customer login 5.How does AI-driven sentiment analysis benefit customer relationship management? a) By analyzing customer emotions and feedback to improve interactions b) By reading customers' bank statements c) By automatically approving loans without human intervention d) By blocking customers from contacting support 6. One of the key benefits of AI-enabled CRM in microfinance banking is: e) Reducing the need for any customer service team f) Eliminating all manual banking processes g) Faster loan approvals and personalized customer service h) Increasing the cost of customer transactions 7.AI automation in CRM can help microfinance banks by: a) Ignoring customer complaints b) Automating repetitive tasks like follow-ups and reminders c) Increasing the complexity of banking operations d) Making loan approval a completely random process
  • 44.
    8.What is acritical success factor for implementing AI-enabled CRM in a microfinance bank? a) Having high-quality, well-structured customer data b) Using AI without human oversight c) Disregarding customer feedback d) Eliminating customer service teams entirely 9.How can AI help microfinance banks identify potential defaulters? a) By relying only on traditional credit scores b) By limiting access to customer information c) By analyzing customer transaction history and behavior patterns d) By randomly selecting customers for loan rejection 10. What should microfinance bank employees do to maximize the benefits of AI-enabled CRM? a) Regularly update customer data and monitor AI insights b) Ignore AI recommendations and follow manual processes c) Avoid using AI tools in daily operations d) Use AI only for marketing and not for customer service
  • 45.
    Conclusion As we navigatethis digital transformation journey of adopting AI to create a better customer experience as part of LAPO’s vision of using innovative approaches to provide sustainable financial, health, and social services. In a very competitive market space with new fintech/Mfbs moving at the speed of light, there is a need for the elephant to dance. The elephant dance will be better than the dance of Gazelle with the application of AI in customer service. Therefore, we should always remember: “If there’s one thing I would encourage everybody to do, is to go get yourself an AI tutor right away,” – Jensen Huang “ Our greatest Asset is our Customer! Treat each customer as if they are the only one” – Laurice Leitao
  • 46.
    THANK YOU! Infinite IntelConsult 08023005235

Editor's Notes

  • #32 Chatbots  Function: Automate responses to user queries Capabilities: Limited to basic, short, and goal-oriented interactions User interface: Task-focused interface Examples of tasks: Answering FAQs, providing customer support, processing orders, order tracking, informational retrieval
  • #36 1. Natural Language Processing (NLP): Analyze customer feedback, reviews, and social media conversations to understand their opinions, preferences, and pain points.2. Predictive Analytics: Use machine learning algorithms to analyze customer data, such as purchase history, browsing behavior, and demographic information, to predict future behavior and preferences.3. Customer Segmentation: Use clustering algorithms to segment customers based on their behavior, preferences, and demographics, and tailor marketing campaigns and offers accordingly.4. Sentiment Analysis: Analyze customer sentiment across various channels, such as social media, reviews, and feedback forms, to understand their emotional state and preferences.5. Customer Journey Mapping: Use AI to map the customer journey and identify pain points, opportunities, and areas for improvement.