- Welcome
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Getting started 2 min
- Main content
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AI foundations for CX professionals 10 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
AI foundations for CX professionals
Build practical, foundational AI fluency for your CX role—no technical background required.
AI is everywhere in CX—but you don't need a technical background to understand it. This mini-course breaks down key concepts like automation, LLMs, and generative AI in plain language, showing you how each one connects to the work you already do. You'll build the confidence to talk about AI clearly and make smarter decisions for your team.
Learning objectives
By the end of this course, you will be able to:
- Define AI, automation, LLMs, and generative AI using plain-language descriptions relevant to CX.
- Recognize how different types of AI—automation, AI-assisted decisions, and generative AI—show up in everyday CX workflows.
- Recognize generative AI's limitations and why human review matters in customer interactions.
- Describe the human skills that matter most in an AI-first CX role (e.g., critical thinking, domain expertise, judgment).
Audience
This course is intended for all audiences.
Prerequisites
No prior knowledge or skills are necessary.