CX heads, customer service and support leaders, CRM and account managers.
GenAI for Customer Experience
- 2 days
- HRDC claimable
- Intermediate
In short
What is the GenAI for Customer Experience program?
A two-day program for CX leaders to move from reactive service to AI-augmented personalization. Build no-code workflows for journey mapping, sentiment analysis and resolution scripts.
Your CX team moves from reactive service to AI-augmented personalisation, with no-code workflows for journey mapping, sentiment analysis, and resolution scripts.
Customer service accounts for about 11% of generative AI’s total value pool, and McKinsey documents a bank contact centre that cut wait times for roughly 20% of requests within weeks of deploying a GenAI assistant (McKinsey, 2024). Source: McKinsey, real results from gen AI in services, 2024
CX gains are real and measurable. We have used AI to surface the customer segments and signals a team was missing. See a case study.
What your team will be able to do
- Use structured CX prompts for personas, empathy maps and recovery scripts.
- Automate sentiment tagging and personalized communications.
- Run journey simulations to find and fix friction points.
- Build a CX knowledge bot with consistent, multilingual brand voice.
- Set human-in-the-loop checkpoints for data privacy.
No obligation. We reply within one working day, and your details stay confidential. Privacy
Who runs it
This program is run by industry practitioners who have shipped AI inside regulated enterprises across banking, government, manufacturing, and telco. It is led by Peter Kua, our AI and data science lead, a core contributor to Malaysia’s National Big Data Analytics Framework under MDEC and co-author of Malaysia’s AI Adoption Blueprints in 2019 and 2020. You are learning from people who have built this in production, not read about it. Peter’s commentary on AI adoption and workforce capability has appeared in The Star, theSun, Singapore Business Review, e27, and DagangNews, and on RTM Berita’s Tech Today.
Built on your own service data and brand voice, so personalization stays accurate and on-brand.
Common questions
Is this program HRDC claimable?
Yes. It is claimable through HRD Corp under SBL and SBL-Khas. GrowthPro Asia is an HRDC-registered provider, and we handle the claim paperwork so it stays audit-ready. For most registered employers the levy covers most or all of the cost.
Do we need a technical or coding background?
No. This is a no-code and low-code program built for business teams. You work in tools your people already use, on your own tasks. We handle the technical depth so your team can focus on applying AI to real work, not writing software.
Is it delivered in-house or as a scheduled cohort?
Both. Most teams run it in-house over two days, built around their own use cases, which is where adoption holds best. A scheduled cohort is available when you want a smaller group to join alongside peers from other organisations.
Will it actually stick after the two days?
That is the design goal. We measure adoption, not attendance, define the target workflows up front, and provide post-training support so AI use holds on the job. Most AI rollouts underdeliver on adoption, not tooling, so that is where we focus.
How is the cost set?
We do not publish a fixed price. Cost depends on in-house versus scheduled delivery, group size, and how far we customise to your sector and use cases. It is HRD Corp claimable, so for most registered employers the levy covers most or all of it. Tell us your group size and format for an indicative quote.
What CX work does this cover?
Journey mapping, sentiment analysis, and resolution scripting, built as no-code workflows your team runs. The aim is faster, more personal service without adding headcount, on your own customer context.
Does this replace our service agents?
No. It augments them. AI handles the repetitive lookups and drafting so your agents spend time on the cases that need a human, which is where satisfaction is won.
Related
- AI Capstone, the pilot a roadmap leads into.
- HRDC-claimable AI training, how the claim works.
- AI consulting, strategy, governance and pilots.
- Agentic AI for Workflow Autonomy, a related program in Applied Business AI.
- AI Automation with n8n, a related program in Applied Business AI.
Turn AI strategy into a working pilot, and prove the ROI.
Start with the free 3-hour AI Strategic Briefing. See agentic AI run real workflows, and leave with an automation roadmap, a prompt library, and a pilot playbook.