AI for Customer Experience: Personalisation & Automation

Welcome to the course: AI for Customer Experience Management by MTF Institute

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 Senior UX and Product Researcher with over 10 years of experience helping organisations turn research and data into better product decisions.

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

She has worked with organisations across Europe on data-driven products, analytics platforms, and IoT systems—partnering with cross-functional teams to translate complex insights into clear, actionable decisions.

Alongside her industry work, Dr. Amoroso 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.

She holds a PhD in Health Anthropology, with research focused on human behaviour, environmental stress, and quantitative data analysis. Her academic work has been published in multiple peer-reviewed journals.

In her courses, she combines:

• Academic rigour

• Real-world product case studies

• Practical frameworks you can apply immediately

Her focus is simple:
help professionals move from insights → decisions → impact.

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.

Exclusive: The Career Accelerator Edition

Why is this course unique?

By enrolling in this special edition, you unlock three strategic career advantages:

1. Dual Certification & Direct Verification Go beyond the standard. Upon completion, you will receive not only the Udemy certificate but also the Official MTF Institute Certificate and Student ID.

· Direct Validation: You will gain access to our automated system to issue your credentials instantly directly from the Institute.

· Credibility: This independent verification adds a layer of professional authority to your CV, recognized by our global partners.

2. Portfolio Building & LinkedIn Visibility In job market, visibility is everything. We don't just teach you skills; we help you showcase them.

· Show, Don't Just Tell: We encourage you to post your course projects and case studies directly to your professional profiles.

· Career Boost: Follow our guidelines to add your new certification to your LinkedIn profile correctly. This simple step significantly improves your visibility to recruiters and demonstrates your commitment to continuous professional development.

3. Access to a Global Professional Community Education is more powerful when shared. You are not learning alone.

· Network: Join thousands of professionals worldwide who trust MTF Institute.

· Stay Informed: Gain the opportunity to subscribe to our industry insights and newsletters, keeping you ahead of trends in management and technology.

Start your transformation from a student to a recognized professional today.