Customer Experience with Generative AI: Strategy & Tools

Need to launch more campaigns, create more content, and connect with customers more personally—without growing your team? Generative AI is helping marketing teams do exactly that. In this lecture, we explore how brands are using AI to scale creativity, tailor messaging, and keep customers engaged long after the first click.

You'll learn:

• How marketing teams use AI to generate content quickly without sacrificing quality or tone

• What hyper-personalization really means, and how it drives stronger engagement at scale

• Examples of brands like Klarna and Duolingo using generative AI to increase performance and deepen loyalty

• Which tools (like Jasper, Firefly, or Salesforce’s built-in AI) are being used to generate assets in real-world campaigns

• Why personalization done right feels like service—and how to avoid crossing into “too much” territory

Tired of long wait times, robotic replies, or customer support that leaves you more frustrated than when you started? Generative AI is changing that. In this lecture, we dig into how AI is reshaping service and support—making it faster, smarter, and more helpful for both customers and agents.

You'll learn:

• How generative AI chatbots are delivering 24/7 support that actually understands what customers are asking

• What proactive service looks like, and how companies like United are using AI to solve issues before customers even complain

• How AI co-pilots are boosting human agent performance, as seen in companies like Verizon

• Why a hybrid approach—AI plus human support—is the most effective way to balance efficiency and empathy

• What limitations to watch out for, including when and how to hand off to a real person without losing the customer’s trust

What happens when a major fast food chain hands the drive-thru headset to generative AI? In this lecture, we take a deep dive into Wendy’s bold experiment to reinvent the drive-thru experience—using conversational AI to speed up service, reduce order errors, and create a more consistent customer interaction at scale.

You'll learn:

• What business challenge Wendy’s was solving and why traditional automation wasn’t enough

• How “Wendy’s FreshAI,” powered by Google Cloud, was trained to understand real-world ordering behavior

• What results they saw in speed, accuracy, employee satisfaction, and customer perception

• How Wendy’s navigated challenges like slang, switching languages, and trust

• Key takeaways from the rollout that apply to any company piloting AI in a live customer-facing setting

Wondering what tools are actually powering the AI experiences customers love? In this lecture, we take a practical look at the text, image, and video generation platforms that teams are using right now to create personalized, scalable content and communication.

You'll learn:

• Which tools are leading the way in AI-generated text, images, and video—and what each one does best

• How companies like Goosehead Insurance, Shopify, trivago, and ChurnZero are using these platforms in real-world CX workflows

• What to consider when choosing between standalone tools and fully integrated AI systems

• The benefits and trade-offs of human-in-the-loop content review, fine-tuning models, and AI brand safety

• Why these tools are less about replacing humans—and more about giving your team superpowers to scale customer impact faster and smarter

Knowing what generative AI can do is one thing—figuring out how to actually roll it out in your business is something else entirely. In this lecture, we break down the practical steps for bringing generative AI into your customer experience strategy in a way that’s smart, scalable, and grounded in real results.

You'll learn:

• How to identify high-impact CX use cases where AI can drive value

• What a successful AI pilot looks like—and why starting small can lead to big wins

• How companies like BloomsyBox, Helvetia, and MetLife implemented AI thoughtfully and built trust along the way

• What governance really means in a customer-facing AI system, and how to set the right tone, rules, and safety nets

• Why implementation isn’t just about tools, but also about cross-functional teamwork, transparency, and long-term monitoring

AI can write emails, answer questions, and generate content in seconds—but how do you make sure what it creates is actually helpful, on-brand, and trustworthy? In this hands-on lecture, we dive into the practical techniques teams are using every day to get real value from generative AI—without losing control of quality or tone.

You'll learn:

• How to write prompts that produce clear, brand-aligned, and accurate AI outputs

• What a human-in-the-loop workflow looks like for reviewing, refining, and approving content

• How to avoid biased or tone-deaf results by designing inclusive prompts and training data

• Why feedback loops are essential to improving AI performance over time

• How companies are supporting their teams through training, culture shifts, and collaborative AI adoption strategies

AI that sounds smart isn’t always right—and when it’s customer-facing, that can create serious problems. In this lecture, we explore what it really means to use generative AI responsibly in customer experience, from protecting privacy to maintaining trust with the people you serve.

You'll learn:

• What ethical risks to watch for, including AI-generated misinformation and biased or offensive outputs

• How data privacy laws like GDPR, CCPA, and the EU AI Act are shaping how businesses must handle customer data

• Why companies like Samsung and Klarna made major shifts after early missteps with AI

• How to build safeguards, governance processes, and transparency into your AI rollout

• What trust looks like in an AI-enhanced experience—and how to preserve it without slowing down innovation

What if your customer experience tools could anticipate needs, take action, and engage across text, voice, and visuals—all before the customer even asks? That’s not a future fantasy—it’s where AI is headed next. In this lecture, we take a forward-looking tour of what’s emerging in CX tech and what you can do now to stay ahead of the curve.

You'll learn:

• What agentic and multimodal AI are—and how they’re enabling next-gen, proactive CX experiences

• How companies like Routespring, Klarna, TD Bank, and JLL are already testing the next wave of AI capabilities

• Why customer expectations are shifting, and what “good service” is starting to mean in an AI-powered world

• Which upcoming tech shifts—like edge AI and VR integration—could reshape how customers interact with brands

• Why experimentation today is the smartest way to prepare for the CX landscape of tomorrow

So… what now? In this final lecture, we tie everything together—from what generative AI can do for customer experience, to how you can start putting it to work. Whether you’re just exploring your first pilot or looking to level up a current initiative, this is where strategy turns into action.

You'll learn:

• Five core takeaways that will guide your use of generative AI in CX moving forward

• How to identify your best starting points for implementation inside your own team or company

• Why collaboration, oversight, and continuous learning matter just as much as the tech itself

• Where to go next—tools, communities, and resources to keep building your skills

• How to use AI in a way that’s not just innovative, but trustworthy and human-centered