Generative AI for Customer Experience Analyst

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 transformati