Udemy – AI-Powered Customer Experience (CX)

Welcome to course “AI-Powered Customer Experience (CX)” by MTF Institute

In 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 Finance

MTF 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 Author:

Dr. 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 will:

• Design 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!