| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 27 | Key Trends in Analytics | Elective – Analytics | Key emerging trends in the Customer Service industry pertaining to Analytics. History, present and future of Analytics – which themes to adopt | VIEW | ATTEMPT | DOWNLOAD |
| Key overview of tools and technologies related to Analytics, big data, and Visualization | ||||||
| Analytics in action : Some use cases videos on advanced Analytics powering intelligent processes |