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AI for Customer Experience: Professional Certificate in CX
Build a generative AI strategy to scale customer support, deploy smart chatbots, predict churn, and prove financial ROI.
5.027 reviews59 learners
- All Levels
- 4h 32m video
- 64 lectures
- English
- Captions
- Updated 2026
Taught by Silviu Marisca
- 4h 32m of on-demand video
- 64 lectures across 5 sections
- One-off payment — no subscription
- Lifetime access on web and mobile
- Closed captions (English)
Curriculum
5 sections64 lectures4h 32m total
- The Main CX Problem: Broken Support2:42
- Moving from Reactive to Proactive AI3:08
- Demystifying AI Buzzwords for Leaders3:55
- Case Study: Netflix & Zendesk AI Wins4:27
- The "Centaur": Human + AI Collaboration3:24
- Identifying AI "Low Hanging Fruit"3:09
- GenAI vs. Predictive AI in Service3:30
- Overcoming AI Pushback from Execs4:24
- Good Data: The Non-Negotiable Foundation3:06
- SaaS Platforms vs. Custom AI Builds3:18
- Constructing Your 30-Day AI Pilot3:27
- Module 1 Key Takeaways2:45
- Module Intro: What is an AI Journey Map?3:17
- The Pre-Purchase Phase: AI Discovery3:45
- The Conversion Phase: Frictionless Buying4:13
- The Post-Purchase Phase: AI Onboarding4:10
- The Retention Phase: Predictive Loyalty3:46
- Finding the "Moments of Truth"3:53
- Mapping Automation to Customer Emotions4:39
- Redesigning Escalation Paths3:49
- Visualizing the Ideal Omnichannel State3:30
- Case Study: Uber's AI Journey3:44
- Auditing Your Current Customer Journey3:45
- Aligning AI Touchpoints with KPIs3:48
- Module 2 Key Takeaways2:23
- Module Intro: Beyond the FAQ Bot3:39
- Rule-Based vs. Conversational AI3:37
- Designing Conversational Flows3:32
- Giving Your Bot a Brand Personality3:35
- Contextual Memory in CX Bots3:21
- Multi-Lingual AI Support Automation3:16
- Integrating Bots with CRM & ERPs4:45
- The Art of the Graceful Human Handoff4:24
- Troubleshooting "Bot Fails"6:22
- Training AI on Your Knowledge Base4:26
- Case Study: Bank of America's "Erica"4:27
- Measuring Chatbot Deflection Rates4:07
- Module 3 Key Takeaways3:28
- Module Intro: The Era of Individualized CX4:19
- What is Hyper-Personalization?4:34
- Utilizing Customer Purchase Intent Data5:38
- Next Best Action (NBA) Algorithms5:21
- Dynamic Pricing & Custom Offers5:21
- Personalizing the Support Dashboard4:31
- AI-Driven Product Recommendations5:36
- Behavioral Segmentation via Machine Learning3:44
- Avoiding the "Creepy" Factor in AI5:10
- Case Study: Spotify's Hyper-Personalization4:55
- Integrating Loyalty Programs with AI5:54
- A/B Testing AI Personalization4:38
- Module 4 Key Takeaways3:33
- Module Intro: Listening to Data at Scale3:37
- How Sentiment Analysis Actually Work4:55
- Mining Social Media for Brand Sentiment6:04
- Ticket Triage Based on Customer Emotion6:09
- Analyzing Call Transcripts for Empathy4:51
- Detecting Frustration Before Churn5:41
- Automated Survey Analysis (NPS/CSAT)5:25
- Turning Qualitative Feedback strictly Quantitative5:11
- Routing Angry Customers to Top Agents5:36
- Case Study: Hilton Hotels VoC Strategy5:21
- Closing the Loop with Product Teams5:36
- Combating False Positives in AI Sentiment4:32
- Module 5 Key Takeaways3:51
About this course
Customer expectations have outpaced human typing speed. Today, relying on a massive room of support agents to manually copy and paste responses is a guaranteed path to shrinking profit margins and exhausted employees. The future of the industry belongs to hybrid intelligence - teams that seamlessly blend the empathy of human experts with the lightning-fast efficiency of artificial intelligence. However, deploying AI into a live customer environment without a plan is corporate sabotage. If you blindly launch a c…
Before you start
- Zero coding or engineering experience required: This course is built entirely for business leaders, strategists, and operations managers. We focus on strategy, procurement, and deployment, not Python or backend development.
- Basic familiarity with standard business metrics: An understanding of standard support metrics (like CSAT, NPS, Average Handle Time, and Customer Lifetime Value) is helpful, though core concepts are clearly explained.
- A willingness to challenge the status quo: Come ready to abandon legacy "copy-and-paste" service models and embrace high-leverage digital transformation.
Who it’s for
- Customer Support Managers & Team Leads: Managers who are tired of watching their frontline teams burn out. If you want to use AI copilots to make your agents faster, happier, and more efficient without completely replacing them, this is for you.
- Customer Success Professionals: Individuals looking to shift their careers from reacting to angry tickets into architecting proactive, predictive digital ecosystems that guarantee customer renewals.
- Founders & Small Business Owners: Entrepreneurs who want to scale their company's customer service to look like a Fortune 500 brand, but absolutely do not have the budget to hire a massive, expensive call center.
- IT, Product & Revenue Ops Innovators: Technical and operational professionals tasked with bridging the gap between the support department and the software vendors. If you are in charge of safely plugging AI into existing company data, you need these frameworks.
- Aspiring CX Leaders & Consultants: Ambitious professionals and agency strategists looking to master the most in-demand business skill of the next decade. If you want to add "AI Operational Architect" to your resume and fast-track your next promotion, this course is your exact blueprint.
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