{"id":14056,"date":"2026-08-26T10:16:04","date_gmt":"2026-08-26T03:16:04","guid":{"rendered":"https:\/\/fsb.edu.vn\/?p=14056"},"modified":"2026-08-26T10:16:05","modified_gmt":"2026-08-26T03:16:05","slug":"management-seminar-applying-ai-in-customer-experience-management-cxm","status":"publish","type":"post","link":"https:\/\/fsb.edu.vn\/en\/management-seminar-applying-ai-in-customer-experience-management-cxm.html","title":{"rendered":"Management Seminar: Applying AI in Customer Experience Management (CXM)"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>AI is rapidly moving beyond its role as an operational optimisation tool to become a strategic lever that helps businesses understand customers more deeply, personalise experiences at scale, and enhance the quality of interactions.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But the smarter AI becomes, does customer experience actually improve? How can businesses keep AI from turning Customer Experience into automated, emotionless interactions? And how do businesses need to shift their mindset and operations to truly put the customer at the centre?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These questions will be explored at the September Management Seminar \u2013 a space dedicated to updating knowledge, sharing perspectives, and connecting members of the FSB community.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"993\" src=\"https:\/\/fsb.edu.vn\/wp-content\/uploads\/2026\/08\/TK-01-1.png\" alt=\"\" class=\"wp-image-14049\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At the heart of the program is Assoc. Prof. Dr Nguyen Thu Hang \u2013 Director of the PhD Program in Marketing, Michigan State University (MSU \u2013 USA). Drawing on her academic perspective and international experience, she will lead the Keynote session, opening with an overview of AI and the future of Customer Experience Management.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Following the Keynote are 3 in-depth Breakout Sessions, where real-world challenges in AI and CXM will be explored and addressed from multiple perspectives by experienced speakers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Event Information:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Time:<\/strong> 08:30 \u2013 11:00 | Saturday, September 12, 2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Format: <\/strong>Online via Zoom \u2013 Keynote &amp; 3 Breakout Sessions<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Audience:<\/strong> FSB students, Alumni, and Managers<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Registration deadline: <\/strong>17:00 | September 9, 2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Register here: <a href=\"https:\/\/forms.gle\/QBjpkM3nRFjwkSQs6\">https:\/\/forms.gle\/QBjpkM3nRFjwkSQs6<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Organizing Committee Contact: <\/strong>Ms. Le Thanh &#8211; Email: thanhlt78@fe.edu.vn=<\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI is rapidly moving beyond its role as an operational optimisation tool to become a strategic lever that helps businesses understand customers more deeply, personalise experiences at scale, and enhance the quality of interactions. But the smarter AI becomes, does customer experience actually improve? How can businesses keep AI from turning Customer Experience into automated, &#8230;<\/p>\n","protected":false},"author":4,"featured_media":14054,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[17],"tags":[],"class_list":["post-14056","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fsb-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Management Seminar: Applying AI in Customer Experience Management (CXM) - FPT Education<\/title>\n<meta name=\"description\" content=\"AI is rapidly moving beyond its role as an operational optimisation tool to become a strategic lever that helps businesses understand customers more deeply, personalise experiences at scale, and enhance the quality of interactions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fsb.edu.vn\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Management Seminar: Applying AI in Customer Experience Management (CXM) - FPT Education\" \/>\n<meta property=\"og:description\" content=\"AI is rapidly moving beyond its role as an operational optimisation tool to become a strategic lever that helps businesses understand customers more deeply, personalise experiences at scale, and enhance the quality of interactions.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fsb.edu.vn\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\" \/>\n<meta property=\"og:site_name\" content=\"FPT Education\" \/>\n<meta property=\"article:published_time\" content=\"2026-08-26T03:16:04+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-26T03:16:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fsb.edu.vn\/wp-content\/uploads\/2026\/08\/avarAlumniWorkshop.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1312\" \/>\n\t<meta property=\"og:image:height\" content=\"774\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"D\u01b0\u01a1ngBTT2 FSB\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"D\u01b0\u01a1ngBTT2 FSB\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\"},\"author\":{\"name\":\"D\u01b0\u01a1ngBTT2 FSB\",\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/#\\\/schema\\\/person\\\/b9f3ec742f2630a8c49cd23319c60d88\"},\"headline\":\"Management Seminar: Applying AI in Customer Experience Management (CXM)\",\"datePublished\":\"2026-08-26T03:16:04+00:00\",\"dateModified\":\"2026-08-26T03:16:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\"},\"wordCount\":228,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/fsb.edu.vn\\\/wp-content\\\/uploads\\\/2026\\\/08\\\/avarAlumniWorkshop.png\",\"articleSection\":[\"FSB News\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\",\"url\":\"https:\\\/\\\/fsb.edu.vn\\\/management-seminar-applying-ai-in-customer-experience-management-cxm.html\",\"name\":\"Management Seminar: Applying AI in Customer Experience Management (CXM) - 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