Free Download AI & Customer Experience Strategy, Insight, Leadership
Published 1/2026
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz, 2 Ch
Language: English | Duration: 36m | Size: 660 MB
Customer Experience Management: A strategic course for CX professionals and business leaders navigating AI-driven change
What you'll learn
Understand how AI reshapes customer expectations across B2C and B2B contexts
Recognize where AI creates experience advantage - and where it can erode it
Identify leadership decisions that most influence customer experience outcomes
Think systemically about AI's role in end-to-end customer experience
Engage in more informed, strategic conversations about AI and CX
Requirements
No prior AI or technical experience is required to benefit from this course. However, it assumes a foundational understanding of business and customer experience principles. The content is designed for professionals involved in strategic, leadership, or executive-level decision-making who want to understand how artificial intelligence is reshaping customer experience from a strategic perspective. This course is intentionally high-level and conceptual. It is not designed for hands-on AI coding, tool demonstrations, or step-by-step implementation guidance. If you are new to customer experience fundamentals, seeking tactical AI tutorials, or not involved in shaping strategy or organizational direction, this course is unlikely to meet your expectations.
Description
Customer Experience Management in the Age of AI: A Strategic PerspectiveAI is changing customer experience - often faster than organizations realize.Customers don't experience AI as a technology initiative.They experience it as clarity or confusion, ease or friction, trust or distance.This course offers a strategic perspective on how AI reshapes customer experience, and why the most important impact of AI is not technical, but decisional.This course is intentionally short and strategic. It's designed to help CX professionals build the right mental model for AI - not to turn them into data scientists.Rather than focusing on tools or implementation, this course introduces the concept of experience advantage - how organizations create long-term differentiation by making thoughtful, aligned decisions about how customers interact with them at scale.In the first part of the course, you'll explore how AI shifts customer expectations and creates new opportunities to design better experiences.In the second part, the focus moves to leadership responsibility - the trade-offs, judgments, and organizational decisions that determine whether AI strengthens or quietly weakens customer relationships.You'll explore:How AI changes customer expectations before it changes systemsWhy small decisions can have outsized experience impactHow AI amplifies both good and poor experience designWhy experience must be treated as a system, not a set of use casesWhat kinds of decisions leaders are ultimately accountable forHow experience advantage is created - and protected - over timeThe tone of this course is reflective, practical, and optimistic. It's designed to help you think more clearly about AI, customer experience, and the opportunities ahead - without oversimplifying the complexity involved.This course is ideal if you want to understand how AI can become a genuine source of experience advantage when done thoughtfully.
Who this course is for
This course is for: • CX professionals who want to think more strategically about AI • Business leaders and executives responsible for customer outcomes • Founders and product leaders navigating AI-driven change • Consultants and advisors working at the intersection of AI and experience
This course is NOT for: • People looking for AI tool tutorials or demos • Step-by-step implementation guides • Technical or data science training
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