• views: 102
• date: 5 July 2025
• posted by: 0nelove

What you'll learn
Understand how Generative AI and Large Language Models (LLMs) are transforming CX across industries
Access and adapt a prompts with 1000+ expert-level templates for CX analytics and engagement
Redefine the role of CX analysts in the AI-driven landscape with real-world use cases
Map generative AI capabilities across the full customer lifecycle using 360-degree frameworks
Apply structured prompt engineering techniques (zero-shot, one-shot, few-shot) to CX tasks
Generate customer personas and empathy maps using behavioral and feedback data
Craft dynamic, personalized content for emails, offers, chat replies, and onboarding flows
Analyze and summarize CSAT, CES, and NPS responses using AI-powered prompt templates
Use prompt chaining to extract themes, detect urgency, and cluster customer reviews
Identify friction points, tag predictive churn signals, and visualize trends using AI-generated dashboards
Create localized, multi-language content and campaigns powered by dynamic prompts
Build and automate weekly insights, journey summaries, and SOPs using CX workflow prompts
Translate raw survey, chat, or review data into actionable, empathetic business decisions
Requirements
A basic understanding of customer experience concepts
Interest in learning how AI, especially large language models (LLMs), can be used to automate, enhance, and personalize customer interactions
An open mindset for testing and crafting prompts—curiosity and iteration are key to success in this course
Description
In today's hyper-personalized digital landscape, Customer Experience (CX) Analysts are no longer just data interpreters—they're transformation drivers. This comprehensive course on Generative AI for Customer Experience Analysts empowers professionals to harness large language models (LLMs) and AI-driven techniques to revolutionize customer engagement, support, and personalization. Starting with a foundational understanding of Generative AI and the evolving role of CX analysts in the AI age, learners will explore how tools like ChatGPT are already redefining customer service workflows in leading organizations like Shopify.The course introduces the power of prompt engineering, teaching analysts to craft instructional and analytical prompts, apply zero-shot to few-shot techniques, and design structured queries for summarizing voice of customer (VoC) data and chat transcripts. Learners dive into AI-driven personalization—building customer personas from behavioral data, generating empathy maps, and dynamically drafting real-time offers. A case study on Stitch Fix illustrates the real-world power of AI-based customization at scale.Survey and feedback analysis take center stage, as learners use AI to interpret CSAT, CES, and NPS responses, detect emotion, urgency, and intent, and extract structured themes from open-ended text using prompt chaining. The course also covers Tier-1 support automation, showcasing how CX teams can generate FAQs, handle escalations, and integrate LLMs into platforms like Zendesk or Intercom.Learners explore proactive experience management through friction detection, churn prediction, and predictive dashboards—featuring Airbnb's GenAI-driven CX strategy. The curriculum culminates in practical applications: from creating tooltips and multilingual banners to building full CX playbooks and automation workflows and apply 1000+ advanced prompts tailored for CX tasks. By course end, learners will be equipped to lead AI-enhanced CX transformation initiatives, combining operational speed with empathetic, intelligent engagement at scale.
CX Analysts and Customer Insights Professionals looking to supercharge their workflow with AI-driven prompt templates, survey analysis, and behavior mapping,Customer Support Leads and Operations Managers who want to automate FAQs, escalation scripts, and identify friction points using LLMs,Marketing and CRM Teams responsible for crafting customer-facing content like onboarding flows, emails, landing pages, and in-app nudges,Product Managers and UX Designers aiming to use VoC feedback, sentiment insights, and journey maps to guide feature development,AI Enthusiasts and Data-Driven Professionals exploring practical, no-code applications of generative AI in customer-centric functions,Digital Transformation Leaders and Consultants who guide CX innovation, automation, or personalization efforts across departments,L&D and Enablement Professionals building training content, SOPs, or dynamic FAQs from customer interaction data,Anyone working in customer experience who wants to future-proof their skill set by learning how to use AI responsibly and effectively



   
   
   

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