Customer Experience Leadership with AI Program
LeAD with insight. Design with Empathy. Deliver with impact.
This Customer Experience Leadership with AI Certificate Program equips professionals with the strategies, tools, and leadership skills needed to design and deliver exceptional customer experiences. You’ll learn how to align CX with business goals, leverage data and AI to innovate, drive insights, and lead customer-focused transformation across your organization.
Through hands-on projects, real-world applications, and AI-powered tools, you’ll build customer personas, map journeys, develop CX strategies, innovate, and create an executive presentation to influence change. Along the way, you’ll explore how to foster a customer-first culture, engage employees, and use innovation and empathy to create meaningful, lasting experiences.
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About the Program – Enroll Today! – Meet the Program Manager – Curriculum – What Others Say
About the Program
Learn what it takes to design customer experiences that build loyalty, drive revenue, and reduce costs. Develop deeper insights and leverage data and AI-powered strategies to help your organization see the world through your customers’ eyes.
The Customer Experience Leadership with AI Certificate Program is designed by industry experts for professionals ready to lead meaningful change. From your initial CX maturity assessment, vision development, and goal setting to persona creation, journey mapping, empathy-driven innovation, and cultural engagement, you’ll gain practical tools you can apply immediately. Through hands-on projects and real-world applications, you’ll build the confidence and capability to influence your organization and deliver lasting impact.
What Makes This Program Different?
Built for Action - Not Just Theory
This isn’t a passive learning experience. You’ll work on your own organization throughout the program – building a complete Customer Experience Portfolio with strategies, tools, and solutions you can apply immediately.
Leadership-Focused, Not Just CX Basics
Most CX courses teach what customer experience is. This program teaches you how to lead it – including influencing stakeholders, aligning to business drivers, and communicating with the C-suite.
AI-Enhanced for Modern CX
You’ll explore how AI can elevate customer experience, from insights, personalization, and team engagement, to using your own CX Coach mentor, while maintaining a strong human-centered approach.
Proven Frameworks You Can Use Right Away
You won’t just learn concepts – you’ll apply practical frameworks like:
- HEART for customer-focused innovation
- SHAPE for building employee habits and culture
- PASSION for leadership and influence
These tools help you move from ideas to execution.
Real Business Impact & ROI Focus
Every part of the program connects back to business outcomes – revenue, retention, cost reduction, and customer loyalty – so you can clearly demonstrate the value of CX in your organization.
Culture & Employee Engagement at the Core
You’ll learn how to build a customer-first culture and even create an AI-powered employee engagement project. Because great CX starts from within!
Executive-Ready Outcomes
You’ll finish the program with:
- A complete CX Strategy & Portfolio
- An Executive Presentation to influence leadership
- A Personal Action Plan to lead change
Enroll Today!
8 Modules Online ($4,995)Discounts are available! Contact the Program Manager.Rolling Admission - Start Anytime
- Self-paced, flexible learning designed for busy professionals.
- AI-enhanced CX portfolio & downloadable toolkit.
- Hands-on, real-world projects you can apply immediately.
- Interactive discussion boards and peer engagement.
- Learn proven frameworks for strategy, innovation, and customer-first leadership.
Ideal for professionals ready to lead customer experience transformation in their organization.
Meet the Program Manager
To learn more about our Customer Experience Program and how it helps companies and executives, schedule a call with the program manager.
Angie Clapp
Email: aclapp@mankato.education
Phone: 507-353-0800 ext. 800
The Customer Experience Leadership with AI Certificate Program meets the high academic standards of [School name]’s graduate programs, with a dynamic, interdisciplinary curriculum designed to help you analyze, design, and lead exceptional customer experiences.
Each module builds your skills and equips you with practical strategies, supported by a robust CX Ultimate Toolkit featuring OVER 60 resources, including workshop booklets, team-focused activities, templates, assessments, planning guides, and culture-building tools. Throughout the program, you’ll apply what you learn directly to your organization – culminating in a complete Customer Experience Portfolio with real, actionable solutions.
Module 1 - Customer Experience Introduction
Build a strong foundation by defining customer experience and understanding what differentiates beloved brands from the rest. Explore the elements that create emotional connections, drive loyalty, and influence customer advocacy.
- Identify Customer Experience leaders and laggards.
- Analyze what makes experiences memorable – or forgettable.
- Create a comparison scorecard to evaluate critical CX elements.
Module 2 - Customer Experience Strategy For Success
Build a strong foundation by defining customer experience and understanding what differentiates beloved brands from the rest. Explore the elements that create emotional connections, drive loyalty, and influence customer advocacy.
- Identify Customer Experience leaders and laggards.
- Analyze what makes experiences memorable – or forgettable.
- Create a comparison scorecard to evaluate critical CX elements.
Module 3 - Your Customers, Their Journey
Dive deep into your customers’ world by developing personas and mapping their journeys across channels and touchpoints. Learn how to capture both emotional and functional aspects of the experience to uncover meaningful opportunities for improvement.
- Create empathy-driven personas that influence decisions and culture.
- Map high-level and detailed customer journeys.
- Identify key moments, pain points, and opportunities to enhance experiences.
Module 4 - Accelerate & Improve Decisions With Data
Customer experience efforts must connect to real business outcomes. Learn how to link customer perceptions to operational performance, cost savings, and revenue growth using meaningful data and metrics.
- Explore leading practices for data-driven CX improvement.
- Connect customer insights to business drivers like ROI, churn, and loyalty.
- Identify and apply the most relevant metrics for your organization.
Module 5 - Customer-Focused Innovation with HEART
Innovate by putting your customers at the center. Using empathy and the HEART framework, you’ll learn how to identify pain points, break through organizational barriers, and design meaningful, customer-driven solutions.
- Apply empathy techniques to uncover customer needs and frustrations.
- Use HEART to guide innovation from insight to action.
- Develop creative solutions that enhance experiences and add real value.
Module 6 - Principles Of Customer Relationship Building
Customer experience is built on the strength of your relationships. Explore the elements that define trust, engagement, and long-term loyalty, and learn how to manage relationships across the entire customer journey.
- Apply modern relationship-building models and frameworks.
- Develop a Customer Relationship Maturity Matrix tailored to your organization.
- Align CRM, technology, and CX strategies to support relationship growth.
Module 7 - Customer First Culture
Great customer experiences start with engaged employees. Learn how to build a culture that prioritizes customers while empowering your team to deliver on your brand promise. You’ll explore how to translate values into consistent behaviors using frameworks like SHAPE to develop strong habits and a culture of service excellence.
- Understand the connection between employee experience and customer experience.
- Develop habits and behaviors that support a customer-first culture using the SHAPE framework.
- Create an AI-powered employee engagement project to bring your culture to life.
Module 8 - Navigating Politics Of Change
Driving customer experience transformation requires strong leadership and influence. In this module, you’ll bring everything together – connecting CX to business drivers, ROI, and operational execution while building the skills to communicate effectively with the C-suite. You’ll also complete your PASSION Leadership Assessment and Workbook to strengthen your ability to lead with purpose, clarity, and impact. And gain access to the AI CX Coach – your own 24/7 mentor!
- Connect customer experience initiatives to business drivers, ROI, and operational success.
- Build and deliver an executive CX presentation to influence leadership and drive adoption.
- Leverage AI tools like the CX Coach to strengthen your strategy, impact, and PASSION action planning.
Capstone Project: Your Customer Experience Strategic Plan
The program culminates in your own Customer Experience Strategic Plan, developed throughout the course. By integrating your learning across all modules, you’ll create a comprehensive roadmap to operationalize customer experience within your organization.
You’ll leave with a complete Customer Experience Portfolio – equipped with practical tools, strategies, and insights to lead meaningful, lasting change.
- Stacy Sherman, MBA, CUA, Customer Experience Leader
- Jenny Baranowski, Awards Director, SIIA
- Brett Fish, Cognizant, Senior Director Business Development
