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
More from Darian Batra
Never Lost AgainBill Kilday10h 1m4.4 (805)$29 · $0.00
How the Internet HappenedBrian McCullough13h 28m4.3 (2.7K)$23 · $0.00
Collected Writings of Nikola TeslaNikola Tesla, Thomas Commerford Martin21h 50m4.3 (1.7K)$1 · $0.00
Just AspireAjai Chowdhry9h 13m4.4 (260)$29 · $0.00
The Little Book of AliensAdam Frank8h 20m4.3 (1.3K)$26 · $0.00
The inventions, researches and writings of Nikola Tesla (Annotated)Thomas Commerford Martin16h 59m4.3 (1.3K)$2 · $0.00
KargilV.P. Malik15h 18m4.3 (2K)$24 · $0.00
Experiments with Alternating CurrentsNikola Tesla9h 6m4.3 (874)$1 · $0.00
Fire on the HorizonTom Shroder, John Konrad8h 23m4.3 (858)$26 · $0.00
The Smell of Kerosene (Annotated)National Aeronautics and Space Administration, Donald L. Mallick, Peter W. Merlin11h 32m4.3 (523)$2 · $0.00
The Boy Who Harnessed the WindWilliam Kamkwamba, Bryan Mealer10h 5m4.2 (78.9K)$29 · $0.00
Across the Airless WildsEarl Swift10h 8m4.3 (1.3K)$29 · $0.00
Console WarsBlake J. Harris20h 41m4.2 (13.7K)$46 · $0.00
Improvised Munitions HandbookU.S. Department of Defense4h 49m4.3 (1.6K)$1.99 · $0.00
Escaping GravityLori Garver10h 54m4.2 (2.2K)$20 · $0.00
Wireless WarsJonathan Pelson8h 2m4.3 (418)$20 · $0.00
Let There Be WaterSeth M. Siegel8h 36m4.2 (2.3K)$20 · $0.00
The PerfectionistsSimon Winchester11h 46m4.2 (9.9K)$29 · $0.00
Rethinking NarcissismDr. Craig Malkin6h 7m4.2 (3.4K)$24 · $0.00
Project Animal FarmSonia Faruqi11h 23m4.3 (563)$20 · $0.00
A Brief History of IntelligenceMax S. Bennett12h 18m4.6 (6.6K)$29 · $0.00
The Story of BirdsSteve Brusatte11h 49m4.6 (401)$29 · $0.00
What It Takes to Save a LifeKwane Stewart6h4.6 (556)$24 · $0.00
Pastoral SongJames Rebanks8h 35m4.5 (12K)$26 · $0.00
How Stella Learned to TalkChristina Hunger7h4.5 (10.9K)$24 · $0.00
Craig & FredCraig Grossi8h 6m4.5 (9.6K)$26 · $0.00
Celebrating BirdsNatalia Rojas, Ana Maria Martinez6h 47m4.6 (330)$24 · $0.00
Saving JemimaJulie Zickefoose4h 59m4.5 (749)$20 · $0.00
Will's Red CoatTom Ryan8h 23m4.5 (2.3K)$26 · $0.00
Of Time and TurtlesSy Montgomery10h 34m4.5 (5K)$29 · $0.00
Zen and the Art of Saving the PlanetThich Nhat Hanh9h 20m4.5 (3.9K)$29 · $0.00
Bottle of LiesKatherine Eban14h 25m4.4 (12K)$33 · $0.00
IngrainedCallum Robinson8h 10m4.5 (1.1K)$26 · $0.00
The Lion Tracker's Guide To LifeBoyd Varty3h 1m4.4 (4.8K)$18 · $0.00
Born for LoveBruce D. Perry, Maia Szalavitz11h 42m4.4 (4K)$29 · $0.00
The Mountains of California (With Original Drawings & Photographs) (Annotated)John Muir11h 35m4.5 (1.1K)$2 · $0.00
The New GuysMeredith Bagby16h 50m4.4 (1.2K)$40 · $0.00
Blue PasturesMary Oliver3h 23m4.4 (3.8K)$18 · $0.00
The Rise and Reign of the MammalsSteve Brusatte13h 26m4.4 (11.1K)$33 · $0.00
VaccinatedPaul A. Offit8h 30m4.4 (3.7K)$26 · $0.00
You may also like
A Brief History of IntelligenceMax S. Bennett12h 18m4.6 (6.6K)$29 · $0.00
The Creativity CodeMarcus du Sautoy9h 54m4.0 (2.2K)$20 · $0.00
The Problem of Increasing Human Energy (Annotated)Nikola Tesla6h 44m4.2 (3.2K)$2 · $0.00
Knowing What We KnowSimon Winchester14h 19m3.9 (2.5K)$33 · $0.00
SiliconFederico Faggin9h 46m4.2 (376)$20
12 BytesJeanette Winterson9h4.0 (2.5K)$20
Void StarZachary Mason15h 56m3.7 (3.7K)$23 · $0.00
Day Trading AttentionGary Vaynerchuk8h 25m4.3 (1.8K)$28 · $0.00
How to create an exceptional B2B CX for success in a versatile market (Audiobook)Unknown Author1h 24m$18 · $0.00
Artificial IntelligenceAxel Mammitzsch53m$10 · $0.00
Real Estate Marketing in the Digital EraJorge Hernández3h 27m4.5 (14) Only with Ultra
AI: From the Breakroom to the BoardroomMatthew Fischer3h 8m4.5 (132)$14.99
AI, Consciousness, and the SelfSaraban K. K. 50m4.9 (12) Only with Ultra
How To Be an AuthortunistAngela Yuriko Smith4h 12m4.5 (17) Only with Ultra
Leads MachineFrancis Rodino6h 30m4.9 (39)$27 · $0.00
In Our Own ImageGeorge Zarkadakis13h 48m3.8 (341)$23 · $0.00
Gamification (Audiobook)Unknown Author1h 30m$18 · $0.00
RepluggedSatnam Bains13h 47m$14 · $0.00
The Hidden Power of AI for Financial GrowthNora V. Halden3h 33m5.0 (1)$2.30 · $0.00
The Golden BitcoinMichael A. Duniec6h 43m5.0 (1)$14.99 · $0.00