[MULTI] Ai - Powered Customer Experience (Cx)

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Ai-Powered Customer Experience (Cx)
Published 6/2025
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 2.13 GB | Duration: 10h 3m​

AI-Powered CX: Master Customer Journey, Generative AI, User Research & Onboarding for unmatched experiences.

What you'll learn
Map end-to-end customer journeys and spot high-impact CX touchpoints with data-driven frameworks.
Build AI-powered personalization (chatbots, recommenders) that lifts engagement, loyalty, and revenue.
Apply user-psychology insights to craft friction-free, emotionally resonant experiences that delight.
Transform raw support, sales, and feedback data into clear CX dashboards and ROI-backed stories.
Master CX principles: Understand core CX concepts, frameworks, segmentation, journey mapping, VoC, and emotional design.
Leverage Generative AI: Apply AI for personalized content, chatbots, recommendations, and product innovation in CX.
Strategize AI in CX: Develop AI strategies, assess ethical implications, and explore future trends in AI-powered CX.

Requirements
For a better learning experience, we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, and making summaries to reinforce your learning.
No prior coding required-just a computer, internet access, and curiosity about improving customer experiences. Basic marketing or analytics familiarity is helpful but not mandatory.

Description
Welcome to course "AI-Powered Customer Experience (CX)" by MTF InstituteIn a world where customers have endless choices, exceptional customer experience (CX) is your ultimate competitive edge. This course is your comprehensive guide to mastering CX through the powerful combination of data analytics, AI-powered personalization, and user psychology. Whether you're looking to drive customer loyalty, increase satisfaction, or differentiate your brand, this course gives you the tools to create experiences that truly matter.You'll learn how to:Analyze customer behavior and map high-impact journey touchpoints.Turn customer feedback into clear, actionable insights using data storytelling.Build AI tools such as chatbots and recommendation engines that personalize experiences at scale.Apply psychological principles to reduce friction and emotionally engage users.Predict churn and satisfaction using sales, support, and behavior data.This course is ideal for CX managers, marketers, UX professionals, product owners, and data analysts who want to elevate customer experiences from good to unforgettable. No coding experience is required-just a desire to understand and impact the full customer journey.Through real-world case studies, interactive projects, and expert strategies, you'll walk away with immediately applicable skills. You'll also learn how to measure CX success, align stakeholders, and build long-term loyalty using advanced, human-centered techniques.Join today and become the CX game changer your customers-and your business-deserve.Course provided by MTF Institute of Management, Technology and FinanceMTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance. MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things. MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.MTF is present in 217 countries and has been chosen by more than 800 000 students.Course Authorr. Alex Amoroso is a seasoned professional with a rich background in academia and industry, specializing in research methodologies, strategy formulation, and product development. With a Doctorate Degree from the School of Social Sciences and Politics in Lisbon, Portugal, where she was awarded distinction and honour for her exemplary research, Alex Amoroso brings a wealth of knowledge and expertise to the table.In addition to her doctoral studies, Ms. Amoroso has served as an invited teacher, delivering courses to a wide range of students from undergraduate level to business professionals and executives. Currently, as Head of the School of Business and Management at MTF, she leads the Product Development academic domain. At EIMT, where she also supervises doctoral students, Ms. Amoroso offers advanced instruction in research design and methodologies. Furthermore, she serves as a Research Consultant.In synergy between academical and business experience, Ms. Amoroso achieved high results in business career, leading R&D activities, product development, strategic development, market analysis activities in wide range of companies. She implemented the best market practices in industries from Banking and Finance, to PropTech, Consulting and Research, and Innovative Startups.Alex Amoroso's extensive scientific production includes numerous published articles in reputable journals, as well as oral presentations and posters at international conferences. Her research findings have been presented at esteemed institutions such as the School of Political and Social Sciences and the Stressed Out Conference at UCL, among others.With a passion for interdisciplinary collaboration and a commitment to driving positive change, Alex Amoroso is dedicated to empowering learners and professionals for usage of cutting edge methodologies for achieving of excellence in global business world.Course full description:Are you ready to transform your customer experience strategies and lead the charge in an AI-driven world? If you're a CX professional, product manager, marketing expert, or an entrepreneur striving to create unforgettable customer interactions, then this course is meticulously crafted for you. In today's rapidly evolving digital landscape, simply managing customer experience isn't enough; you need to innovate and personalize at scale. This course addresses the critical need for CX professionals to not only understand foundational principles but also to expertly wield the power of Artificial Intelligence, particularly Generative AI, to achieve unparalleled customer satisfaction and business growth.This isn't just another theoretical course. We'll dive deep into practical, actionable strategies and frameworks that you can immediately apply. You'll move beyond traditional CX concepts and embrace a future where AI empowers every touchpoint. No prior extensive technical background in AI is required; we'll guide you from foundational CX principles to advanced AI integration, ensuring you gain a comprehensive and highly sought-after skill set.In this course, you willesign and optimize complete customer journeys, from initial touchpoint to post-purchase support, leveraging proven frameworks and methodologies.Implement Generative AI solutions for personalized content, dynamic conversational AI chatbots, and intelligent smart recommendations that captivate your customers.Conduct impactful user interviews and master various user research methodologies to truly understand customer needs and behaviors.Build effective user onboarding experiences that drive adoption, reduce churn, and create lasting customer relationships.Formulate a strategic Generative AI strategy for your organization, ensuring ethical deployment and maximizing ROI in your CX initiatives.Analyze Voice of the Customer (VoC) data to uncover actionable insights and drive continuous improvement across your customer touchpoints.Why is learning about AI-Powered CX so crucial now? The demand for CX professionals who can harness AI is skyrocketing. Businesses are recognizing that superior customer experience is no longer a luxury but a fundamental competitive advantage. By mastering the integration of AI into CX, you will not only stay ahead of the curve but also become an indispensable asset in any organization, driving innovation and delivering measurable business impact.Throughout the course, you'll engage in various activities, including case study deep dives into successful Generative AI implementations, practical exercises in crafting effective AI prompts, and a hands-on project where you'll design a Generative AI solution for a real-world CX challenge. We'll explore tools and techniques like service blueprinting, empathy mapping, and cohort analysis to give you a holistic understanding.What truly differentiates this course is its unique blend of foundational CX excellence with cutting-edge Generative AI applications. I bring years of practical experience in both customer experience strategy and AI implementation, and I am passionate about empowering you to bridge this crucial gap. I'm committed to providing an engaging learning experience and will actively participate in the Q&A section to support your journey.Ready to lead the future of customer experience? Watch the promo video to get a sneak peek, dive into the free preview lectures to experience the course content, and enroll now to unlock your potential in AI-Powered Customer Experience!

Overview
Section 1: Introduction

Lecture 1 Introduction to Customer Experience Management

Section 2: Advanced Certificate in Customer Experience Management

Lecture 2 Course Slides

Lecture 3 Theory Overview

Lecture 4 High-Level Frameworks

Lecture 5 CX Principles

Lecture 6 Customer Segmentation and Persona Development

Lecture 7 Service Recovery and Complaint Handling

Lecture 8 Customer Journey Optimisation

Lecture 9 Service Blueprinting and Process Design

Lecture 10 Voice of the Customer (VoC) Analysis

Lecture 11 Emotional Experience Design (EED)

Lecture 12 Lifetime Value (LTV) and Customer Lifetime Value (CLV)

Lecture 13 Employee Experience (EX)

Section 3: Customer Experience Management (CX): Frameworks & Strategies

Lecture 14 Intro

Lecture 15 Course overview

Lecture 16 Course slides

Lecture 17 Working with frameworks

Lecture 18 Empathy map

Lecture 19 Experience map

Lecture 20 Customer journey map

Lecture 21 Service blueprint

Lecture 22 Data analysis and segmentation

Lecture 23 Cohort analysis

Lecture 24 Data segmentation

Lecture 25 Research methodologies

Lecture 26 Voice of the Customer (VoC)

Lecture 27 Emotional Experience Design (EED)

Section 4: Customer Experience with Generative AI

Lecture 28 Generative AI in Customer Experience: An Introduction

Lecture 29 Crafting Personalized Journeys: Generative AI for Content and Communication

Lecture 30 Conversational AI and Chatbots: Elevating Customer Service

Lecture 31 Smart Recommendations

Lecture 32 Generative AI for Product and Service Innovation

Lecture 33 Building a Generative AI Strategy for Customer Experience

Lecture 34 Ethical and Responsible Use of Generative AI in CX

Lecture 35 The Future of Generative AI in Customer Experience

Lecture 36 Case Study Deep Dive: Successful Implementations of Generative AI in CX

Lecture 37 Hands-on Project: Designing a Generative AI Solution

Section 5: Introduction to ChatGPT

Lecture 38 What is ChatGPT and How Does it Work

Lecture 39 The Evolving Role of AI

Lecture 40 Intro to AI Prompt Writing

Section 6: User Interviews & User Onboarding

Lecture 41 Presentation

Lecture 42 Course overview

Lecture 43 Concept

Lecture 44 Characteristics of in-depth interviews

Lecture 45 Advantages of in-depth interviews

Lecture 46 Uses of in-depth interviews

Lecture 47 Importance of mastering in-depth interviews techniques

Lecture 48 Creating a guide

Lecture 49 Creating a guide: what not to do

Lecture 50 Presentation of self in interviews

Lecture 51 Authenticity and professionalism: Importance

Lecture 52 Authenticity and professionalism: strategies

Lecture 53 Authenticity and professionalism: benefits

Lecture 54 The role of language

Lecture 55 Verbal and non-verbal cues: importance

Lecture 56 Verbal cues: interpretation

Lecture 57 Non-verbal cues: interpretation

Lecture 58 Verbal and non-verbal cues: integration

Lecture 59 Attention to details: importance

Lecture 60 Attention to details: strategies

Lecture 61 Ethical considerations

Lecture 62 Getting started

Lecture 63 Letting the respondent lead: importance

Lecture 64 Letting the respondent lead: strategies

Lecture 65 Managing the interview pace: importance

Lecture 66 Managing the interview pace: strategies

Lecture 67 Probing

Lecture 68 Probing: what not to do

Lecture 69 Note-taking: importance

Lecture 70 Note-taking: benefits

Lecture 71 Note-taking: strategies

Lecture 72 Learning how to interview

Lecture 73 Using recording equipment

Lecture 74 Transcribing interviews: importance

Lecture 75 Transcribing interviews: techniques

Section 7: User Onboarding Guide

Lecture 76 Introduction to User-Centered Design

Lecture 77 The Power of User Interviews

Lecture 78 Analyzing User Interview Data

Lecture 79 Usability Testing: Unveiling User Behavior

Lecture 80 Surveys and Questionnaires: Gathering Quantitative Insights

Lecture 81 The Art of User Onboarding

Lecture 82 User Onboarding Case Studies: Learning from the Best

Lecture 83 Building a User Onboarding Framework

Lecture 84 The Psychology of User Onboarding

Lecture 85 User Onboarding for Different User Types

Lecture 86 User Onboarding and UX Design: A Symbiotic Relationship

Lecture 87 Heatmaps and Eye Tracking: Visualizing User Behavior

Section 8: Sales & Service Data Analysis (Supplementary Module)

Lecture 88 The Importance of Data in Sales and Customer Service

Lecture 89 Types of Data in Sales and Service Environments

Lecture 90 Key Metrics and KPIs for Sales and Service

Lecture 91 Overview of Data Analysis Tools

Lecture 92 Sources of Sales and Service Data

Lecture 93 Data Quality - Identifying & Handling Issues

Lecture 94 Data Cleaning Techniques (Excel & Python Basics)

Lecture 95 Structuring Data for Analysis

Lecture 96 Analysing Customer Feedback and Support Data

Lecture 97 Understanding Sales Trends and Patterns

Lecture 98 Sales Pipeline Analysis

Lecture 99 Customer Segmentation Techniques

Lecture 100 Conversion Rate Optimisation Using Data

Lecture 101 Analysing Customer Lifetime Value (CLV)

Lecture 102 Sentiment Analysis for Customer Feedback

Lecture 103 Personalisation Strategies Based on Data

Lecture 104 Customer Churn Prediction and Prevention

Lecture 105 Analysing Service Response Times and Customer Satisfaction

Lecture 106 Identifying Service Bottlenecks

Lecture 107 Optimising Workflows Using Data

Lecture 108 Using Data to Improve Customer Support Efficiency

Section 9: Data Storytelling: Communicating Data Insights Effectively. Supplementary Module

Lecture 109 Presentation

Lecture 110 Course overview

Lecture 111 Decoding the Context for Effective Communication

Lecture 112 How We See: The Principles of Visual Perception

Lecture 113 Selecting the Right Visual for Your Message

Lecture 114 Designing for Clarity and Impact: Eliminating Clutter & Thinking Like a Designer

Lecture 115 Guiding the Eye: Focusing Your Audience's Attention

Lecture 116 The Magic of Narrative: Crafting Your Data Story

Lecture 117 Tactics for Clear Storytelling: Logic and Structure

Lecture 118 Dissecting Effective Visual Stories and Seeking Fresh Perspectives

Lecture 119 Congrats!

Lecture 120 Supplement: Little Red Riding Hood

CX and product managers, marketers, UX researchers, data analysts, and founders who want to blend data, AI, and psychology to create unforgettable customer experiences that drive loyalty and growth.,This course is designed for a diverse audience passionate about elevating customer experience through innovative technologies.,No prior extensive technical background in AI is required, though a foundational understanding of business operations and customer interaction is beneficial. This course will provide both theoretical knowledge and practical skills for real-world application.

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