What you'll learn:
- Explain generative AI fundamentals and key limitations (e.g., hallucinations) for CX use cases.
- Map GenAI opportunities across the customer journey and prioritize high-ROI use cases.
- Create on-brand marketing and personalization workflows using prompts, templates, and review steps.
- Deploy GenAI in support (chatbots, proactive messaging, agent co-pilots) with smart human handoffs.
- Select and evaluate GenAI tools for text, image, and video—and integrate them into CX workflows.
- Design a pilot and governance plan covering privacy, transparency, compliance, and ongoing monitoring.
Did you know 72% of consumers believe generative AI will improve their experiences—and 95% of U.S. companies are already using it in some form? Customer expectations are rising fast, and the brands that win will be the ones who deliver faster, more personal, more consistent experiences—without sacrificing trust.
Generative AI isn’t “just chatbots.” It’s transforming how companies create content, personalize customer journeys, handle support at scale, and even proactively resolve issues before customers complain.
So how do you apply generative AI to customer experience in a way that actually works in the real world—without sounding off-brand, creating privacy risks, or shipping incorrect answers?
That’s exactly what this course is built to teach.
In this course, you’ll learn how to:
Understand generative AI fundamentals (what it is, how it works, and where it fails)
Map GenAI use cases across the customer journey (awareness → retention)
Create scalable marketing content and run hyper-personalized messaging responsibly
Improve customer service with AI assistants, proactive support, and agent “co-pilots”
Choose the right tools for text, image, and video generation (and integrate them into workflows)
Design and run a focused pilot project with clear KPIs, cross-functional teams, and feedback loops
Build better prompts, on-brand outputs, and human-in-the-loop review processes
Reduce risk with practical governance: accuracy guardrails, transparency, privacy, and compliance basics
Learn from real company examples (including a Wendy’s drive-thru GenAI case study)
Prepare for what’s next: agentic AI, multimodal experiences, and evolving customer expectations
Whether you’re in marketing, customer support, CX strategy, product, or operations, you’ll leave with frameworks you can apply immediately—plus a clear roadmap to start (or improve) a responsible GenAI rollout.
If you want a practical playbook for using generative AI to upgrade customer experience—while protecting your brand and customer trust—this course is for you.
