Role-Based Programme
RB1273

AI for Customer Experience & Voice of Customer

Smarter Insights, Journey Improvement & Customer-Centric Decisions

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Customer Experience and Voice of Customer activities across feedback analysis, journey assessment, insight generation, and reporting.
  • Apply AI to analyse surveys, complaints, reviews, support interactions, interviews, and other customer feedback sources.
  • Use AI to identify recurring themes, sentiment patterns, pain points, expectations, and experience gaps.
  • Develop practical skills for journey mapping, root-cause exploration, customer insight storytelling, and experience-improvement planning.
  • Understand responsible AI use, privacy, bias, source validation, data quality, and human judgement in customer-experience decisions.

Tools covered

Generative AI AssistantsCustomer Feedback AnalysisSentiment AnalysisSurvey AnalysisVoice of Customer AnalysisJourney MappingTheme & Trend DetectionExperience Gap AnalysisCustomer Insight ReportingAI-Powered Presentation Tools

Who should attend

  • Customer Experience Managers
  • Customer Experience Executives
  • Voice of Customer Managers
  • Voice of Customer Analysts
  • Customer Insights Professionals
  • Customer Success Managers
  • Customer Service Managers
  • Customer Journey Professionals
  • Service Experience Professionals
  • Customer Research Professionals
  • CX Analysts
  • Quality & Experience Professionals
  • Customer Operations Professionals
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service, customer experience, or customer feedback
  • Familiarity with surveys, complaints, reviews, journey maps, or customer reporting is helpful
  • Basic analytical, communication, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to CX and VoC
  • Exploring AI support across feedback analysis, journey insights, reporting, and experience improvement
  • Distinguishing AI assistance from survey, CRM, analytics, and customer-experience platforms
  • Understanding AI limitations, hallucinations, bias, and interpretation risks
Practical activities
  • Identifying recurring CX and VoC activities suitable for AI assistance
  • Comparing traditional and AI-assisted customer-insight workflows
  • Mapping AI opportunities across the customer-experience lifecycle

Scenarios

Customer Feedback to Experience Improvement Plan

Survey & Complaint Data → Theme Analysis → Sentiment → Journey Stage → Pain Points → Priority Gaps → Improvement Actions → Management Recommendation

Participants use AI to analyse sample customer feedback from multiple channels, identify recurring experience problems, and develop a prioritised CX improvement plan.

Voice of Customer Data to Executive Insight

VoC Data → Customer Segments → Key Themes → CX Metrics → Experience Drivers → Business Implications → Priority Actions → Executive Summary

Participants use AI to combine sample Voice of Customer feedback with CX metrics, identify meaningful customer insights, and prepare a concise evidence-based summary for leadership review.

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