AI Awareness Certificate in Customer Experience Official Exam Preparation
Mastering Prompt Engineering and AI Skills for Modern Customer Experience TeamsBy Darian Batra
Length3h 5m
About this audiobook
Artificial intelligence is transforming how organisations design customer journeys, personalise engagement, analyse feedback, and manage digital experiences. While AI is reshaping frontline customer service, its role across the broader customer experience (CX) landscape—marketing, sales, journey design, and customer insights—is even more significant.This book focuses on that wider, strategic view of Customer Experience.
AI Awareness Certificate in Customer Experience: Official Exam Preparation is the essential guide for those preparing for the AI Awareness Certification in this discipline. Built around practical CX scenarios, it shows how AI can support journey optimisation, segmentation, content creation, feedback synthesis, and multi-channel engagement.
This book is ideal for:CX managers, digital experience teams, customer success leads, marketers, journey designers, and anyone responsible for shaping the end-to-end customer lifecycle.
If your role is more focused on frontline support, ticket workflows, live interactions, or contact-centre performance, consider Book 7 in the series: AI Awareness Certificate in Customer Service: Official Exam Preparation. That volume covers AI for service conversations, triage, response generation, and operational customer-service tasks.
Across eight structured sections, this guide teaches you how to:
Write clear, contextual prompts for CX strategy and analysis
Manage sentiment, multi-turn conversations, and Voice of the Customer insights
Strengthen marketing and sales workflows with AI-driven content and targeting
Apply ethical, privacy-responsible AI practices across customer touchpoints
Use image prompts for communication, branding, and digital experience design
Prepare for the official exam using realistic, industry-grounded examples
The book places strong emphasis on safe and responsible AI use, reinforcing good practice around data handling, compliance, fairness, and governance.
As part of the AI Awareness Certification Series, this volume includes:
Reusable prompt templates (downloadable in Word format)
Clear explanations of CX-specific AI applications
A complete set of practice exam questions and answers
Whether you work in customer experience, customer success, marketing, sales, or digital strategy, this guide equips you with the skills and confidence to apply AI effectively across the entire customer journey—without hype, shortcuts, or unnecessary technical complexity.
Audiobook details
GenreTechnology, Science and Nature
Length3 hrs 5 mins
Narrated byListen with 1,000+ voices
FormateBook with Audio
Publish dateDec 12, 2025
LanguageEnglish
Table of contents
1Using the Downloaded Prompt Templates
2How Prompt Placeholders Work
3Speed Tip: Jump Between Fields with Tab
4Locked Fields (and How to Unlock Them)
5Building Your Own Prompt Library
Show all chaptersShow less
6Special Offer: 40% Discount on Full Certification Program
7Your Exclusive Reader Discount
8Why Upgrade to the Full Program?
9Chapter 1. 1: Understanding AI Models in Customer Context
10How AI Models Work for CX
11Practical Prompt Example
12Why Context Matters
13Key Takeaway
14Chapter 1. 2: Core Principles of Prompt Engineering
15Role Assignment and Persona Development
16Context Setting for Brand Voice
17Output Format Control
18Practical Prompt Example
19Chapter 1. 3: Customer Experience AI Use Cases
20Customer Experience AI Use Cases
21Customer Experience AI Use Cases
22Customer Experience AI Use Cases
23Practical Prompt for CX Teams
24Chapter 1. 4: Ethical AI in Customer Experience
25Transparency Matters
26Avoiding Bias
27Data Protection in Prompts
28Human + AI Collaboration
29Ethical Prompt Template
30Building Trust with AI
31Chapter 1. 5: Measuring Prompt Effectiveness
32Customer-focused measures
33Testing prompts
34Practical prompt example
35Turning insight into action
36Chapter 2. 1: Multi-Turn Conversation Management
37Keeping Context Alive
38Practical Prompt Example
39Why It Matters
40Takeaway
41Chapter 2. 2: Sentiment-Aware Response Generation
42A Practical Prompt for Handling Sentiment
43How Sentiment-Aware Responses Help
44Chapter 2. 3: Knowledge Base Integration in Customer Service
45Prompt Example for Knowledge Base Integration
46Benefits of Knowledge Base Integration
47Making It Practical
48Takeaway
49Chapter 2. 4: Multilingual Customer Support
50The Core Idea
Series
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