Introduction
AI is reshaping customer experience (CX) by enabling personalization, predictive service, and real-time support. This course focuses on how organizations can use AI to enhance customer journeys, improve satisfaction, and build loyalty. Participants will explore conversational AI, customer analytics, and intelligent service workflows. By the end, learners will understand how to implement AI-driven CX strategies that deliver measurable improvements.
Course Objectives
- Understand AI’s role in CX transformation
- Use analytics to study customer behavior
- Automate service tasks with bots and assistants
- Improve personalization and customer engagement
- Measure CX performance with AI tools
Target Audience
- CX and service leaders
- Marketing professionals
- Product and UX teams
- Contact-center managers
- Business strategists
Course Outline
- 5 Sections
- 0 Lessons
- 5 Days
Expand all sectionsCollapse all sections
- Day 1: AI in CX Overview• Customer journey mapping
• AI use cases in CX
• Predictive experience strategies
• CX metrics
• Case studies0 - Day 2: Personalization Engines• Recommendation systems
• Segmentation
• Real-time experience delivery
• Behavioral profiling
• Hands-on: Build a recommender0 - Day 3: Conversational AI• Chatbots and virtual agents
• NLP pipelines
• Conversation design
• Escalation management
• Hands-on: Build a chatbot prototype0 - Day 4: CX Analytics & Insights• Sentiment analysis
• Voice-of-customer programs
• Predicting churn
• Real-time dashboards
• Hands-on: Analyzing CX data0 - Day 5: Designing AI-Driven CX Strategy• Integrating AI into customer operations
• Omnichannel optimization
• Responsible AI in CX
• ROI and performance tracking
• Capstone CX strategy0
Instructor
Lessons:
