Program Overview
A comprehensive 12-week journey to becoming an AI-powered CX professional
Your Learning Journey
AI Foundation Complete
Advanced Skills Mastered
Certified AI CX Specialist
Practical Focus
No coding required. Learn by doing real CX work with AI tools.
Time-Efficient
Designed for working professionals with 5-10 hours/week commitment.
Peer Learning
Cohort-based with other CX professionals facing similar challenges.
Portfolio Building
Create tangible proof of your AI capabilities for interviews.
Expert Mentorship
1:1 guidance from experienced AI practitioners in CX.
Certification
XMGC AI CX Specialist credential recognized by employers.
Program Timeline
AI demystification, practical applications, hands-on experimentation, strategic implementation
Prompt engineering, customer research, service design, building your AI toolkit
Real-world project, AI ethics, measuring impact, final presentation
Phase 1: "AI for CX Practitioners" Foundation
Weeks 1-4 • Build essential AI knowledge for CX professionals
Week 1 AI Demystification
90-minute live workshop: "What CX Professionals Actually Need to Know About LLMs"
- No coding required - focus on capabilities, not technical details
- Real examples: chatbots, sentiment analysis, customer feedback synthesis
- What LLMs are good/bad at in CX context
- Cost considerations and ROI framework
Homework: Play with 3 different LLM tools (ChatGPT, Claude, Gemini) on same CX task
Week 2 Practical Applications in CX
Case study deep-dive: 3 companies that implemented AI in CX
- One success story (what worked and why)
- One failure story (what didn't work and why)
- One "in progress" story (challenges they're navigating)
Workshop: "The Feasibility Analysis Christina Wanted to Do"
- Framework for evaluating AI solutions
- Template for business case building
- Risk assessment checklist
- Build-vs-buy decision tree
Week 3 Hands-On Experimentation
Guided exercises using LLMs for CX tasks:
- Exercise 1 Analyze 100 customer support tickets (sentiment, themes, patterns)
- Exercise 2 Create customer personas from interview transcripts
- Exercise 3 Generate customer journey maps from qualitative data
- Exercise 4 Draft personalized email responses at scale
- Exercise 5 Synthesize VOC research findings
Live lab session: Instructor walks through each exercise
Week 4 Strategic Implementation
Workshop: "Getting Buy-In for AI in CX Organizations"
- How to present AI proposals to skeptical management
- Pilot project design (start small, prove value, scale)
- Metrics and KPIs for AI initiatives
- Change management for AI adoption
Peer session: Share learnings with cohort
Phase 2: "AI-Powered CX Professional" Advanced Skills
Weeks 5-8 • Become proficient using AI as a CX multiplier
Week 5 Advanced Prompt Engineering for CX
Workshop: "How to Get LLMs to Think Like a CX Professional"
- Prompt frameworks specific to CX work
- Chain-of-thought prompting for analysis
- Few-shot learning with customer examples
- Role-playing prompts (e.g., "act as a customer advocate")
Practice assignments:
- Create prompts for customer segmentation
- Design prompts for journey mapping
- Build prompts for competitive analysis
Week 6 AI for Customer Research
Workshop: "Supercharge Your Customer Research with AI"
- Automated transcript analysis
- Pattern recognition across hundreds of interviews
- Theme extraction and clustering
- Quote mining and evidence gathering
- Hypothesis generation from data
Live demo: Analyze actual XMGC member interview data
Hands-on exercise: Analyze your own company's customer feedback with AI
Week 7 AI for Service Design & Innovation
Workshop: "Using AI to Design Better Customer Experiences"
- Ideation and brainstorming with LLMs
- Service blueprint generation
- Touchpoint optimization
- Experience prototyping and testing
- Persona-based scenario planning
Group project: Design a service experience using AI tools
Week 8 Building Your AI CX Toolkit
Workshop: "Creating Your Personal AI Stack"
- Tool landscape review (ChatGPT, Claude, specialized CX AI tools)
- Workflow automation (Zapier, Make, etc.)
- Integration with existing tools (Salesforce, HubSpot, Qualtrics)
- Data privacy and ethics considerations
Final project: Build automated workflow for one repetitive CX task
Phase 3: "AI CX Specialist" Certification
Weeks 9-12 • Become the AI-savvy CX professional companies want to hire
Week 9 Real-World Project
Choose one substantial CX challenge to solve with AI:
- Option A Customer segmentation and persona development
- Option B VOC program design and implementation
- Option C Service design and optimization
- Option D Customer journey mapping and gap analysis
Work with real data (from your company or XMGC case studies)
Weekly check-ins with mentor
Week 10 AI Ethics & Responsible Use
Workshop: "Navigating AI Ethics in Customer Experience"
- Privacy and data protection
- Bias and fairness in AI systems
- Transparency and explainability
- Customer consent and control
- Regulatory landscape (GDPR, CCPA, AI Act)
Case discussions: Ethical dilemmas in AI-powered CX
Week 11 Measuring AI Impact
Workshop: "Proving the Value of AI in CX"
- Baseline metrics establishment
- A/B testing AI vs. traditional approaches
- ROI calculation frameworks
- Qualitative impact assessment
- Presenting results to stakeholders
Exercise: Build measurement plan for your AI project
Week 12 Final Presentation & Certification
- Present final project to panel of AI/CX experts
- Demonstrate proficiency across all learning objectives
- Peer feedback session
- Receive: XMGC AI CX Specialist Certificate
- Bonus: Featured in XMGC showcase as AI-trained talent
✅ After Completing the Program, You Can:
- Evaluate AI solutions for feasibility and ROI
- Use LLMs to analyze customer feedback at scale
- Create customer segmentation with AI assistance
- Build AI-powered workflows for repetitive CX tasks
- Present credible AI proposals to management
- Speak intelligently about AI in CX job interviews
- Distinguish AI hype from genuine value
- Implement ethical AI practices
Supporting Resources
Everything you need to succeed throughout the program
"AI for CX" Resource Hub
- 50+ video tutorials
- Template library (prompts, frameworks, checklists)
- Tool comparison guide
- Case study database
- Curated reading list
"AI Office Hours"
- Weekly drop-in sessions
- Ask questions about your projects
- Troubleshoot challenges
- Get expert feedback
"AI CX Practitioners" Community
- Dedicated Slack channel
- Share discoveries and tools
- Collaborate on projects
- Monthly show & tell sessions
"AI Use Case Library"
- Searchable database of AI applications
- Filter by industry and use case
- Implementation details & costs
- Results and ROI data
Personal AI Mentor
- Paired with experienced AI practitioner
- Monthly 1:1 sessions
- Career guidance on AI specialization
- Portfolio review and feedback
Special for Christina
- "Bot Feasibility Analysis" template
- "Beyond Basic ChatGPT" workshop
- Executive persuasion playbook
- AI skills for job interviews guide
Program Options
Choose the learning path that fits your schedule and goals
| Feature | Full Program (12 weeks) |
Foundation Only (4 weeks) |
Bootcamp + Self-Paced (2 days + access) |
|---|---|---|---|
| Duration | 12 weeks | 4 weeks | 2 days intensive + ongoing |
| Time Commitment | 5-10 hours/week | 5-7 hours/week | 16 hours (bootcamp) + self-paced |
| AI Fundamentals | ✓ | ✓ | ✓ |
| Hands-On Exercises | 20+ exercises | 5 exercises | 10 exercises |
| Advanced Techniques | ✓ | — | Self-paced access |
| Real-World Project | ✓ | — | — |
| Personal Mentor | ✓ | — | — |
| Certification | ✓ | Certificate of Completion | Certificate of Completion |
| Resource Hub Access | Lifetime | 6 months | 12 months |
| AI Office Hours | 12 weeks | 4 weeks | 4 weeks |
| Best For | Deep expertise & career advancement | Quick capability building | Time-constrained professionals |
| Recommended For Christina | ✓ Best Value | Good for immediate needs | ✓ Fits time constraint |
💡 Recommendation for Christina
Based on your situation (full-time job, immediate pressure to evaluate AI, career advancement goals), we recommend:
Get immediate knowledge in 2 days to handle the "bot" request, then continue learning at your own pace.
Once you see the value, complete the certification for maximum career impact. Credits from bootcamp apply to full program.