AI for Customer Experience Management

Use AI to analyse customer data, optimise journeys, reduce churn, and deliver personalised CX at scale

What you’ll learn
Apply AI in Customer Experience (CX) to improve insights and decision-making
Analyse Voice of the Customer (VoC) using AI (sentiment analysis, topic detection)
Identify and fix customer journey friction points using data and AI signals
Build AI-driven customer segmentation for personalization and targeting
Use AI to predict churn, improve retention, and increase customer satisfaction
Optimise customer support operations with AI tools and automation
Implement AI into real CX workflows and business processes
Use practical frameworks to turn data into actionable CX improvements

Requirements
For a better learning experience we suggest you to use a laptop / mobile phone / pen and paper for taking notes, highlighting important points, use our guidebook and making summaries to reinforce your learning.

Description
Customer expectations are increasing—and companies that fail to adapt risk losing customers to more data-driven competitors.

This course, AI for Customer Experience (CX), shows you how to use Artificial Intelligence to improve customer insights, optimise journeys, and deliver personalized experiences at scale.

Unlike theoretical courses, this program focuses on practical business applications of AI in CX, giving you tools and frameworks you can apply immediately.

What You’ll Learn

You’ll learn how to apply AI across the most important areas of customer experience

• Voice of the Customer (VoC): Analyse feedback using sentiment analysis and topic clustering

• Customer Journey Optimization: Detect friction points, drop-offs, and behavioural patterns

• Customer Segmentation & Personalization: Use AI to target the right customers with the right actions

• CX Operations: Improve support, automate processes, and prioritise actions using AI insights

• AI Implementation: Integrate AI tools into your CX workflows and decision-making processes

Why This Course Matters

AI is transforming Customer Experience from reactive measurement to proactive management.
Instead of analysing past data, you’ll learn how to predict, act, and optimise in real time.

Practical Templates Included

You’ll get ready-to-use tools you can apply immediately

• AI VoC Insight Tracker

• Customer Journey Friction Analysis Template

• AI Customer Segmentation Canvas

• AI CX Implementation Roadmap

Business Impact

By the end of this course, you’ll be able to

• Improve customer satisfaction (CSAT) and Net Promoter Score (NPS)

• Reduce customer churn and increase retention

• Optimise customer journeys and touchpoints

• Make data-driven CX decisions using AI

Whether you’re a CX leader, manager, or business professional, this course gives you a clear, actionable roadmap to apply AI in Customer Experience and drive measurable results.

Course Author

Dr. Alex Amoroso – PhD | Lead UX & Product Researcher | Head of School (MTF)

Dr. Alex Amoroso is a researcher, lecturer, and Senior UX and Product Researcher with over 10 years of experience studying human behaviour, data, and digital products.

Her work sits at the intersection of research, technology, and decision-making. She has conducted large-scale research with more than 6,000 users across B2B and B2C markets, producing 30+ research reports that have informed product strategy, user experience design, and innovation initiatives.

Professionally, Dr. Amoroso has worked with organisations across Europe on data-driven products, analytics platforms, and IoT systems, helping cross-functional teams translate complex research insights into clear product decisions and improved user experiences.

Alongside his industry work, she teaches Advanced Research Design and Methodologies to doctoral students and serves as Head of the School of Business and Management at the Institute of Management, Technology and Finance.

Dr. Amoroso holds a PhD in Health Anthropology, where her research focused on environmental stress, human health, and quantitative analysis of biological data. Her academic work has been published in several peer-reviewed journals.

In her courses, she combines

• academic rigor
• real-world industry case studies
• practical frameworks that learners can apply immediately

Her goal is to help professionals conduct stronger research, make better decisions, and design better products.

Course provided by MTF Institute of Management, Technology and Finance

MTF Institute is a global educational and research institute headquartered in Lisbon, Portugal. We offer hybrid business and professional education in the areas of Business and Management, Science and Technology, and Banking and Finance.

MTF Institute R&D Center conducts research in Artificial Intelligence, Machine Learning, Data Science, Big Data, Web3, Blockchain, Cryptocurrency and Digital Assets, Digital Transformation, Fin-tech, E-commerce, and the Internet of Things.

MTF Institute is an official partner of Deloitte, IBM, Intel, and Microsoft, and is a member of the Portuguese Chamber of Commerce and Industry and the Union of Trade and Services Associations of Lisbon.

MTF Institute has a global presence across 216 countries and territories and has been chosen by more than 1 mln. students.

Who this course is for
Customer Experience (CX) Managers, Directors, and Leaders
Customer Success, Support, and Operations professionals
Product Managers and Marketing professionals working with customer data
Business analysts and consultants focused on CX, analytics, or digital transformation
Professionals looking to apply AI and data analytics in customer experience
Anyone interested in AI for business, CX strategy, and customer insights