Digital Customer Engagement & Advisory

Why Choose Garranto Academy for Digital Customer Engagement & Advisory Training?

Garranto Academy delivers a practical, hybrid course that fuses secure digital collaboration with AI-assisted advisory techniques. Designed for relationship managers, customer advisors, and CX teams in banking, this programme moves beyond generic customer service training. Participants learn to build structured advisory playbooks, map customer journeys to identify moments that matter, and responsibly harness Microsoft Copilot Chat to enhance discovery, personalisation, and follow-up—all while maintaining the trust, compliance, and human connection essential in financial services.

Course Overview:

The Digital Customer Engagement & Advisory programme is a 2-day, foundation-to-intermediate level course that equips frontline banking and advisory professionals with the skills to transform customer interactions through secure digital workspaces and AI-enabled insights. The curriculum is built around two core outcomes: mastering the use of Teams, SharePoint, and secure sharing for professional engagement, and integrating Copilot Chat into the advisory workflow—from preparation and discovery to personalised recommendations and ongoing relationship management. Through extensive hands-on exercises and a culminating capstone scenario, participants design repeatable advisory playbooks, optimise digital touchpoints, and build an AI-assisted advisory pack that standardises excellence while preserving the human touch.

What You'll Learn in Our Digital Customer Engagement & Advisory Course?

Course Objectives:

Upon successful completion of this course, learners will be able to:

• ✓Use Teams, SharePoint, and secure sharing mechanisms to enable digital customer engagement.

• ✓Design and manage customer collaboration spaces with appropriate external access and security controls.

• ✓Develop structured digital advisory playbooks covering discovery, proposal, engagement, and review stages.

• ✓Apply CX journey mapping techniques to identify moments that matter and key digital touchpoints.

• ✓Enhance customer engagement through optimised digital advisory workflows.

• ✓Use Copilot Chat to support drafting, summarisation, and Q&A for advisory activities.

Prerequisites

• ✓Basic experience in customer-facing or advisory roles.

• ✓Familiarity with collaboration tools such as Microsoft Teams or SharePoint is advantageous but not required.

• ✓No prior AI or technical expertise is necessary.

Course Outlines:

Module 1 — Foundations of AI-Enabled Customer Engagement

• ✓Key Concepts:

• ✓Evolution of customer engagement and advisory in the age of AI

• ✓Role of AI as an advisor support tool (not a replacement)

• ✓Identifying customer interaction moments where AI adds value

• ✓Balancing personalisation, consistency, and trust

• ✓Risks and limitations of AI in customer-facing contexts

• ✓Hands-On: Identify key engagement stages for AI support; compare traditional vs AI-assisted preparation for a customer scenario

Module 2 — AI-Assisted Customer Discovery & Engagement Preparation

• ✓Key Concepts:

• ✓Importance of structured discovery in effective advisory

• ✓Using AI to synthesise customer context and background

• ✓Preparing for customer meetings using AI-generated insights

• ✓Structuring discovery questions and engagement objectives

• ✓Hands-On: Use AI to summarise a customer profile; generate tailored discovery questions; create a structured pre-meeting advisory preparation brief

Module 3 — AI-Enabled Personalisation of Advisory Conversations

• ✓Key Concepts:

• ✓Personalisation vs standardisation in advisory delivery

• ✓Using AI to adapt messaging for different customer profiles

• ✓Simplifying complex products or concepts using AI

• ✓Maintaining professional tone and clarity

• ✓Hands-On: Personalise advisory explanations for different customer personas; refine AI-generated messaging for appropriateness

Module 4 — AI-Supported Follow-Ups & Ongoing Engagement

• ✓Key Concepts:

• ✓Importance of follow-ups in strengthening customer relationships

• ✓Using AI to maintain engagement momentum

• ✓Structuring professional post-meeting communication

• ✓Identifying next-best engagement actions

• ✓Hands-On: Generate AI-assisted meeting summaries; draft personalised follow-up communications; create an AI-supported follow-up and engagement checklist

Module 5 — AI-Assisted Insights for Advisory Recommendations

• ✓Key Concepts:

• ✓Using AI to support advisory thinking and insight generation

• ✓Translating customer information into actionable insights

• ✓Structuring advisory recommendations logically

• ✓Evaluating AI-generated suggestions critically

• ✓Hands-On: Use AI to generate multiple advisory options for a customer scenario; refine AI outputs into clear, customer-ready recommendations

Module 6 — AI-Supported Objection Handling & Confidence Building

• ✓Key Concepts:

• ✓Common customer objections and hesitation points

• ✓Using AI to prepare structured responses

• ✓Maintaining empathy, trust, and credibility

• ✓Avoiding scripted or unnatural AI-generated responses

• ✓Hands-On: Use AI to draft responses to common objections; refine responses to sound natural and human; role-based practice using AI-assisted objection preparation

Module 7 — Designing AI-Enabled Advisory Workflows

• ✓Key Concepts:

• ✓Embedding AI into end-to-end advisory workflows

• ✓Advisory stages: preparation → conversation → follow-up → review

• ✓Designing repeatable and scalable advisory processes

• ✓Ensuring human oversight and responsible AI use

• ✓Hands-On: Map an AI-enabled advisory workflow for a customer journey; identify AI touchpoints, prompts, and decision checkpoints; design a reusable AI-assisted advisory checklist

Module 8 — Capstone: AI-Enabled Customer Advisory Scenario

• ✓Key Concepts:

• ✓Integrating engagement, insight, and advisory skills

• ✓Applying AI responsibly in a real-world customer scenario

• ✓Hands-On: End-to-end scenario encompassing customer objective definition, AI-prepared insights and engagement strategy, personalised advisory messaging and recommendations, and follow-up engagement actions

• ✓Final Output: AI-enabled advisory pack with a clear articulation of how AI improved customer engagement and advisory effectiveness

Course Outcomes:

Upon completing the "Digital Customer Engagement & Advisory" course, participants will be able to:

• ✓Deploy secure digital engagement models using Teams and SharePoint.

• ✓Create repeatable advisory playbooks that standardise excellence across discovery, proposal, and review.

• ✓Apply CX journey insights to improve engagement outcomes and optimise digital touchpoints.

• ✓Use AI assistance responsibly to enhance advisory effectiveness, from preparation to follow-up.

• ✓Design and manage customer collaboration spaces with appropriate access controls and governance.

• ✓Integrate AI into daily advisory workflows while maintaining a human-centred, trust-based approach.

Key Benefits of Learning Digital Customer Engagement & Advisory

Master the blend of secure digital collaboration and AI-powered insight that modern customers expect. This course gives you the ability to build advisory playbooks, design engaging digital journeys, and use Copilot Chat to personalise every interaction—all while keeping compliance and security airtight. You'll move from ad-hoc, email-driven communication to a scalable, professional advisory model that deepens relationships, increases consistency, and frees you to focus on high-value strategic conversations.

How AI-Enabled Digital Advisory Transforms Customer Relationships in Banking

AI-assisted digital advisory shifts the role of relationship managers from reactive information providers to proactive, insight-led partners. By automating preparation, summarisation, and follow-up, AI liberates advisors to concentrate on empathy, complex problem-solving, and trust-building. Combined with secure collaboration spaces and structured playbooks, this approach ensures every customer interaction is informed, consistent, and deeply personalised—raising satisfaction, loyalty, and the overall value of the banking relationship.