31 Aug - 4 Sep 2025
Cairo (Egypt)
Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel
Cost : 3875 € Euro
In today’s digital era, customer experience (CX) has become the most crucial competitive differentiator for businesses across industries. With the transformative power of Artificial Intelligence (AI), organizations now have the tools to revolutionize how they engage with customers, predict behavior, personalize experiences, and automate support.
The training program "Customer Experiences in the Age of Artificial Intelligence" is meticulously designed by Global Horizon Training Center to equip professionals with the knowledge and strategies needed to leverage AI technologies in enhancing customer experience. Participants will explore the intersection of AI and CX, covering AI-powered tools such as chatbots, recommendation engines, predictive analytics, sentiment analysis, and virtual assistants—and how they can be aligned with organizational values and human-centric service.
By the end of this program, participants will be able to:
Understand the core principles of AI and how they are transforming customer experience.
Analyze key AI tools and technologies that impact customer service and engagement.
Develop strategies for integrating AI into existing customer service models.
Evaluate data-driven decision-making techniques to improve customer satisfaction.
Design customer experience journeys enhanced by AI-driven personalization and automation.
Manage the ethical, privacy, and trust challenges related to AI and CX.
This training program uses a blended learning approach, including:
Expert-led presentations
Real-world case studies and industry applications
Interactive group discussions and workshops
Hands-on exercises using AI tools and platforms
Role-playing for CX scenarios enhanced by AI
Strategic planning sessions for AI integration
Organizations that enroll their teams in this program will benefit through:
Enhanced customer loyalty through AI-enabled personalization
Increased efficiency in customer support and service delivery
Data-driven decision-making with improved CX metrics
Future-proofing customer strategies by embracing innovation
Improved customer retention and acquisition through predictive engagement
Development of a forward-thinking, tech-savvy customer service culture
This course is ideal for:
Customer Experience Managers and Directors
Marketing and Digital Transformation Professionals
AI and Data Science Teams working on customer-facing applications
Customer Service and Contact Center Managers
Business Strategy and Innovation Officers
IT and CRM System Professionals
Anyone responsible for shaping or influencing customer experience in their organization
Day 1: Introduction to AI and the Evolution of Customer Experience
Welcome and orientation by Global Horizon Training Center
The fundamentals of Artificial Intelligence and Machine Learning
History and evolution of customer experience in the digital age
How AI is disrupting traditional customer service
Understanding customer behavior in the AI era
Day 2: AI Tools and Technologies Shaping Customer Engagement
Overview of AI tools for CX: chatbots, NLP, RPA, virtual assistants
Real-time analytics and AI-enabled dashboards
Sentiment analysis and voice-of-customer (VoC) tools
AI-powered CRM systems and personalization engines
Introduction to customer data platforms (CDPs)
Day 3: Designing and Optimizing AI-Enhanced Customer Journeys
Customer journey mapping with AI insights
Omnichannel experience design using intelligent tools
Predictive analytics for customer behavior forecasting
Case study: Retail and e-commerce personalization
Measuring and improving customer satisfaction with AI metrics
Day 4: Implementation Strategies and Ethical Considerations
Developing an AI-CX transformation strategy
Integration of AI into existing CX operations
Change management and staff training for AI adoption
Privacy, data ethics, and compliance (GDPR, etc.)
Bias in AI: Risks and mitigation techniques
Day 5: Future Trends and Capstone Workshop
The future of AI in customer experience: Voice, AR/VR, GenAI
Preparing your organization for AI maturity in CX
Leveraging AI for inclusive and accessible experiences
Capstone project: Team-based presentation of an AI-enhanced CX strategy
Feedback, action planning, and closing remarks