Can I take the course for free?

No, you cannot take this course for free. When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you cannot afford the fee, you can apply for financial aid.

Will I earn university credit for completing the Specialization?

This Specialization doesn't carry university credit, but some universities may choose to accept Specialization Certificates for credit. Check with your institution to learn more.

AI-Powered Customer Success Specialization

AI-Powered Customer Success Specialization

AI-Enhanced Customer Success Excellence. Learn AI tools and strategies to revolutionize customer experience and drive business growth.

Instructors: Hector Sandoval

Included with Coursera Plus

Learn more

8 course series

Get in-depth knowledge of a subject

4.6

(9 reviews)

Intermediate level

Recommended experience

4 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

8 course series

Get in-depth knowledge of a subject

4.6

(9 reviews)

Intermediate level

Recommended experience

4 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Implement AI-powered tools to enhance customer experience and automate support processes effectively
Develop comprehensive customer success strategies using voice of customer insights and retention tactics
Create and deploy custom AI solutions including chatbots and predictive analytics for business growth

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Taught in English

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

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Advance your subject-matter expertise

Learn in-demand skills from university and industry experts
Master a subject or tool with hands-on projects
Develop a deep understanding of key concepts
Earn a career certificate from Coursera Instructor Network

Specialization - 8 course series

Transform customer success through AI integration in this comprehensive program covering Voice of Customer practices, generative AI applications, retention strategies, and automated support systems. Learn to leverage cutting-edge technologies like ChatGPT, Claude, and custom AI models to enhance customer experiences, streamline operations, and drive measurable business outcomes through hands-on projects and real-world applications.

Applied Learning Project

Apply AI technologies through hands-on projects including building custom chatbots using Flowise, creating personalized AI support systems with GPT models, implementing predictive analytics for customer behavior, and developing comprehensive AI-driven customer success strategies. These practical applications enable learners to immediately enhance customer satisfaction and operational efficiency in real business environments.

Voice of the Customer (VoC): Enhancing Experiences

Course 14 hours

What you'll learn

Analyze key concepts, benefits and frameworks of the VoC practice
Identify and analyze core customer feedback collection methods and data
Apply VoC principles in the organization to improve collaboration, decision making and continuous improvement

Skills you'll gain

Customer Insights, Continuous Improvement Process, Data Collection, Market Research, Surveys, Data-Driven Decision-Making, User Feedback, Active Listening, Customer Analysis, Focus Group, Customer Engagement, Customer experience strategy (CX), and Customer Service

GenerativeAI for Customer Success

Course 22 hours

What you'll learn

Did you know that companies using Generative AI in customer success see a significant improvement in customer satisfaction and operational efficiency? Discover how you can leverage this technology to transform your customer success strategies.

This short course empowers customer success professionals and managers to enhance their strategies using Generative AI (GenAI) technologies. By completing this course, you'll be able to apply advanced GenAI tools to streamline your customer support processes, improve customer engagement, and increase overall employee satisfaction the very next day at work. By the end of this course, you will be able to: 1.Explain how GenAI can be used to improve customer success processes in your organization. 2.Resolve ethical and data privacy challenges when using GenAI in customer success strategies. 3.Create a plan to integrate GenAI into your customer success operations. This course is unique because it combines theoretical insights with practical applications, including real-world examples and case studies, to provide a comprehensive understanding of GenAI in customer success. To be successful in this course, you should have a background in customer success, customer service, or a related field, and a basic understanding of AI technologies.

Skills you'll gain

Client Support, AI Personalization, Customer Success Management, Information Privacy, Customer Engagement, Generative AI Agents, LLM Application, Systems Integration, Personalized Service, Customer Service, Customer experience improvement, Business Process Automation, and Business Ethics

Improving Customer Retention

Course 32 hours

What you'll learn

Identify the key factors that influence customer retention.
Apply customer service best practices to enhance customer satisfaction.
Evaluate consumer behavior to improve retention strategies.
Apply feedback analysis and understand consumer behavior to improve retention tactics.

Skills you'll gain

Marketing Strategies, Customer Relationship Management, Customer Retention, Customer Service, Consumer Behaviour, Brand Loyalty, Customer Analysis, Loyalty Programs, Customer experience improvement, Personalized Service, Service Improvement, Customer Engagement, and User Feedback

AI for Customer Experience with Chatbots and Analytics

Course 43 hours

What you'll learn

Identify the potential applications of AI technologies in enhancing customer experience.
Analyze the impact of personalization, chatbots, and predictive analytics on customer engagement.
Design and implement AI-driven strategies for improving customer interactions using tools like Perplexity AI, Claude, and Google Gemini GEM.
Evaluate ethical considerations and construct guidelines for responsible AI adoption in customer experience initiatives.

Skills you'll gain

Generative AI, Google Gemini, Artificial Intelligence, Personalized Service, Customer Engagement, Data-Driven Decision-Making, Responsible AI, Customer experience strategy (CX), Customer Service, Predictive Analytics, Customer Insights, Return On Investment, and Anthropic Claude

Fundamentals of Customer Acquisition Management

Course 51 hour

What you'll learn

Explore customer acquisition fundamentals and their strategic importance in creating a relationship with their audiences.
Examine branding principles and their impact on customer engagement across the marketing funnel.
Analyze successful customer acquisition cases across industries.
Apply analytical tools to measure and enhance acquisition efforts.

Skills you'll gain

Branding, Customer Acquisition Management, Marketing Channel, Marketing Analytics, Brand Management, Lead Generation, Customer Insights, Brand Strategy, Target Audience, Campaign Management, Marketing, and Customer Engagement

GenAI for Customer Support

Course 63 hours

What you'll learn

Apply Generative AI including effective Prompt engineering in customer service tasks.
Create a custom GPT model using customer service data to generate personalized responses to support tickets.
Integrate a Google Gem with Gmail to automate and enhance email-based customer support.
Implement an Anthropic project for AI-powered visual analysis to detect product defects and generate recommendations.

Skills you'll gain

Generative AI, Prompt Engineering, Operational Efficiency, Automation, Personalized Service, Email Automation, Customer Support, AI Personalization, Customer experience improvement, and Product Support

GenAI for Customer Service Teams

Course 72 hours

What you'll learn

Acquire a basic understanding of GenAI and available GenAI tools and strategies for increasing team collaboration and efficiency.
Create a working framework for staying ahead of GenAI advancements.
Apply GenAI tools practically in real-world customer service scenarios to improve outcomes.

Skills you'll gain

Generative AI, Customer Service, Automation, Business Ethics, Information Privacy, Cross-Functional Collaboration, Artificial Intelligence, Responsible AI, Customer Engagement, Customer experience improvement, Self Service Technologies, Team Oriented, and Business Process Automation

Designing a Customer Support Chatbot Using Flowise

Course 82 hours

What you'll learn

Design and implement chatbots that can handle frequently asked questions, thereby enhancing customer service.
Build a user interface to provide accurate responses on a specific website.
Embed a chatbot seamlessly into a website to quickly address customer queries.

Skills you'll gain

No-Code Development, LLM Application, Self Service Technologies, Web Content, User Interface (UI), Artificial Intelligence, Customer Support, ChatGPT, Quality Assurance, and Generative AI

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructors

Hector Sandoval

Coursera Instructor Network

10 Courses122,958 learners

Marta Sotto-Mayor

8 Courses34,771 learners

Starweaver

Coursera Instructor Network

448 Courses838,709 learners

Offered by

Coursera Instructor Network

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Frequently asked questions

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.