Role-Based Programme
RB1272

AI for Customer Experience & Voice of Customer

Smarter Feedback Analysis, Journey Insights & Experience Improvement

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how AI can support Customer Experience and Voice of Customer initiatives across feedback analysis, journey understanding, and experience improvement.
  • Explore practical AI applications for analysing surveys, reviews, complaints, support interactions, and customer comments.
  • Apply structured prompting techniques to identify recurring themes, sentiment, pain points, customer needs, and improvement opportunities.
  • Use AI to improve productivity across journey reviews, insight generation, customer-experience reporting, and stakeholder communication.
  • Recognise customer privacy, bias, data quality, context, and human-validation requirements when using AI for customer insights.

Tools covered

Generative AI AssistantsVoice of Customer AnalysisCustomer Feedback AnalysisSentiment AnalysisSurvey & Review AnalysisCustomer Journey MappingExperience Gap IdentificationCustomer Insight ReportingAI-Powered Presentation & Communication Tools

Who should attend

  • Customer Experience Managers
  • Customer Experience Executives
  • Voice of Customer Professionals
  • VOC Analysts
  • Customer Insights Professionals
  • Customer Experience Analysts
  • Customer Journey Managers
  • Customer Research Professionals
  • Service Quality Professionals
  • Customer Success Managers
  • Customer Service Managers
  • CX Transformation Professionals
  • Customer Feedback Managers
  • Experience Design Professionals
  • Customer Experience Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer experience, service, or customer feedback
  • Familiarity with surveys, reviews, complaints, customer journeys, or service metrics is helpful
  • Basic analytical and communication skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Customer Experience and Voice of Customer
  • Exploring AI applications across feedback analysis, journey insights, sentiment, and experience reporting
  • Understanding the difference between AI assistance, analytics, automation, and CX judgement
  • Recognising AI limitations, hallucinations, context loss, and unsupported customer assumptions
Practical activities
  • Identifying high-value AI applications across a typical Voice of Customer workflow
  • Comparing a traditional customer-feedback task with an AI-assisted approach

Scenarios

Customer Feedback to Experience Improvement

Surveys + Reviews + Complaints → AI-Assisted Theme Analysis → Sentiment → Pain Points → Journey Touchpoints → Priority Gaps → Improvement Actions

Participants use AI to analyse sample customer feedback from multiple sources, identify recurring experience issues, and prepare prioritised improvement actions for CX review.

Customer Journey to Voice of Customer Insight

Customer Journey → Touchpoint Feedback → AI-Assisted Analysis → Expectations vs. Experience → Friction Points → CX Opportunities → Management Summary

Participants use AI to connect customer feedback with journey stages, identify important experience gaps, and create a concise Voice of Customer summary for stakeholder discussion.

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