Customer Journey Intelligence: Using AI to Decode Behavior & Feedback

Uncover service friction and drop-off points using AI-driven journey maps, behavior tracking, and feedback clustering—no coding required.

Course Description:

This 2-day course helps customer experience teams, service analysts, and digital engagement professionals understand how AI can unlock deep insights across the entire customer journey—without needing to build dashboards or integrate systems.

Through hands-on simulations, participants will learn how AI processes feedback, behavior logs, and customer pathways to detect pain points, map drop-off trends, and uncover moments of delight. This course focuses on interpreting AI-generated insights, not on system setup—making it ideal for teams ready to make smarter service decisions using journey data.

Who Should Attend:

• Customer Experience (CX) Managers
• Service Design Professionals
• Voice of Customer (VoC) Analysts
• Customer Journey Mapping Teams
• Customer Success and Retention Leads

Course Objectives:

Knowledge Acquisition:

• Understand how AI interprets behavior, touchpoints, and service feedback
• Learn the basics of journey mapping augmented by AI tools
• Explore feedback classification, topic detection, and drop-off prediction
• Discover real use cases where AI highlighted unexpected service friction

Skills Development:

• Interpret AI-generated journey maps and pain point clusters
• Classify unstructured feedback into themes using AI insights
• Identify root causes behind churn, drop-off, or poor CSAT
• Use dashboards to track customer movement across service stages

Practical Application:

• Simulate customer journey visualization using case-based data
• Apply feedback clustering and emotion tagging to open comments
• Create a pain point heatmap with AI trend detection
• Build a cross-journey insight report to support service improvement

What will I Learn From it:

• Find and fix customer friction points using AI insights
• Get clarity on why customers churn, complain, or leave unresolved
• Use AI to categorize feedback from surveys, chats, and tickets
• Build more effective journey touchpoints by aligning with real behavior
• Present smarter CX plans with evidence, not intuition

Training Methodology

• Interactive Walkthroughs: CX dashboards and AI feedback analyzers
• Scenario-Based Learning: Journey friction simulations
• Hands-On Clustering: Feedback themes, drop-off points, and patterns
• Team Collaboration: Build practical insights and story-driven summaries
• Capstone Presentation: Real-world journey improvement plan (no tech setup needed)

Requirement/
pre-requisites:

• Familiarity with basic customer journey stages (onboarding, support, billing, etc.)
• Experience in customer experience, service, or feedback analysis
• No coding, system access, or tech implementation experience required
• Laptop with internet browser access for demos and exercises