Digital Customer Engagement and Advisory

Digital Customer Engagement and Advisory

with Foundational AI (Banking Focus)

Banks and financial institutions are rapidly shifting toward digital-first customer engagement models, yet they must operate under strict regulatory, audit, and risk constraints. This course equips professionals to design and deliver secure digital advisory journeys using Microsoft Teams, SharePoint, and Microsoft 365 collaboration tools, while responsibly incorporating foundational AI capabilities through chat-based tools. The program emphasizes customer engagement, advisory playbooks, and journey mapping—grounded in risk, compliance, and audit expectations specific to the banking sector. Delivered by an instructor with over 30 years of industry experience, the course focuses on how digital advisory actually works in regulated environments, not theoretical CX models.

Learning Outcomes

By the end of this 6-day program, learners will be able to:

• Design secure digital customer engagement models using Teams and SharePoint
• Configure collaboration spaces with external access and secure sharing controls
• Develop structured digital advisory playbooks from discovery to review
• Map CX journeys, moments that matter, and digital touchpoints
• Use AI chat tools responsibly for drafting, summarization, and Q&A
• Apply foundational AI risk, compliance, and audit principles in banking
• Align digital engagement practices with regulatory and data governance expectations
• Deliver a compliant, end-to-end digital advisory engagement as a capstone project

Prerequisites

Participants should have:

• Familiarity with banking or financial services environments
• Working knowledge of Microsoft Teams, SharePoint, and Office tools
• Basic understanding of customer engagement or advisory processes
• Awareness of regulatory concepts such as data privacy, audit, and risk management

Detailed Training Outline

Digital Customer Engagement in Banking

• Evolution of customer engagement in regulated financial institutions
• Digital-first advisory models vs traditional relationship banking
• Trust, transparency, and compliance as design constraints
• Role of Microsoft 365 in secure customer collaboration
• Boundaries of AI usage in regulated environments

Customer Collaboration Spaces Using Microsoft Teams

• Designing customer-facing Teams collaboration spaces
• Channel structures for advisory engagements
• External access configuration
  • Guest access policies
  • Identity and access management considerations
• Secure communication patterns for banking customers
• Managing conversations, files, and meeting artifacts for audit readiness

Secure Sharing & Document Management with SharePoint

• Using SharePoint for customer engagement content
• Secure document sharing
  • Permissions, access expiry, and download controls
• Structuring advisory document libraries
• Versioning, approvals, and retention policies
• Supporting audit and regulatory review through document traceability

Digital Advisory Playbooks

• What a digital advisory playbook is in a banking context
• Structuring playbooks across the advisory lifecycle
  • Discovery
  • Proposal
  • Engagement
  • Review
• Creating playbooks using Word and SharePoint
• Standardizing advisory steps while allowing flexibility
• Linking playbooks to compliance and risk checkpoints

Customer Journey Mapping & CX Design

• Mapping customer journeys for digital advisory services
• Identifying moments that matter in financial decision-making
• Mapping digital touchpoints across Teams, email, meetings, and documents
• Aligning CX journeys with regulatory obligations
• Capturing journey insights in Excel and SharePoint

Using AI Chat Tools in Advisory Work (Foundational AI)

• What is allowed vs restricted AI usage in banking
• Using AI chat (not Copilot apps) for:
  • Drafting advisory documents
  • Summarizing meetings and customer discussions
  • Generating Q&A responses for internal use
• Human-in-the-loop controls
• Avoiding data leakage and regulatory breaches
• Documenting AI usage decisions for audit purposes

AI Risk, Compliance & Audit Foundations (Banking Focus)

• AI risk categories in customer engagement
• Data privacy, confidentiality, and consent
• Model risk vs usage risk
• Regulatory expectations for explainability and traceability
• Audit considerations for AI-assisted work
• Designing controls and governance around AI chat usage

Operational Governance for Digital Advisory

• Governance models for digital customer engagement
• Maintaining audit trails across Teams and SharePoint
• Advisory documentation standards
• Change control and review cycles
• Incident management and escalation processes

Capstone Project & Assessment (Primary Focus of Days 5–6)

Capstone Scope

• Design a digital customer advisory engagement for a banking use case
• Set up secure Teams collaboration space with external access
• Configure SharePoint for advisory documentation and secure sharing
• Develop a full digital advisory playbook
• Map the customer journey and moments that matter
• Use AI chat responsibly for drafting and summarization
• Identify AI risk, compliance, and audit controls
• Produce supporting governance documentation

Assessment Components

• Advisory engagement design review
• CX journey and playbook evaluation
• Security and compliance validation
• AI usage justification and risk mitigation
• Final presentation and walkthrough
• Assessment against banking regulatory expectations