Study Guide: Alex for CX Leaders
Your reference for using Alex to elevate customer experience strategy and operations. Ready-to-run prompts for journey mapping, voice of customer, service design, and team enablement.
What This Guide Is Not
This is not a habit formation guide (see Self-Study Guide for that). This is a CX leadership toolkit — the specific ways Alex can help you design better experiences, understand customers more deeply, and lead your teams more effectively.
Core Principle for CX Leaders
Customer experience is where strategy meets reality. Every touchpoint is an opportunity to build trust or erode it. Alex’s highest value is helping you see patterns across channels, anticipate friction before customers feel it, and translate customer insights into action.
The key pattern: bring the customer’s voice into every prompt. Paste verbatim feedback, survey responses, support tickets. The more authentic customer language you provide, the more useful the output.
The Seven Use Cases
1. Journey Mapping and Analysis
When to use: Creating or refining customer journey maps, identifying friction points, or analyzing cross-channel experiences.
Prompt pattern:
Help me analyze this customer journey:
Journey stage: [awareness / consideration / purchase / onboarding / usage / support / renewal]
Channel: [web / app / store / phone / chat / email]
Customer segment: [describe the customer type]
Current experience:
[describe what happens at each touchpoint]
Customer feedback about this stage:
[paste actual customer comments, survey responses, or support tickets]
Help me identify:
1. Where are the friction points and moments of truth?
2. What emotions is the customer likely feeling at each step?
3. Where does the experience break across channel handoffs?
4. What's the gap between what we intend and what customers experience?
5. What quick wins could reduce friction immediately?
Follow-up prompts:
Map the backstage processes that support this journey. Where are internal handoffs causing customer friction?
What metrics should we track at each stage to know if the experience is improving?
Design the ideal state for this journey. What would "effortless" look like?
2. Voice of Customer Analysis
When to use: Making sense of customer feedback at scale, identifying themes, prioritizing action.
Prompt pattern:
Analyze this customer feedback:
Source: [NPS comments / survey responses / support tickets / reviews / social media]
Time period: [when this was collected]
Volume: [how many responses]
Feedback sample:
[paste 10-20 representative verbatim comments]
Help me:
1. Identify the top 5 themes across this feedback
2. Categorize by: product issues, service issues, process issues, communication issues
3. Distinguish between symptoms and root causes
4. Identify any emerging issues we haven't seen before
5. Prioritize by frequency AND severity
Follow-up prompts:
What's the story these customers are telling us? Summarize in a way I could share with the executive team.
Compare this feedback to [previous period]. What's getting better? What's getting worse?
Which of these issues is most likely to drive churn if unaddressed?
3. Service Recovery and Response Design
When to use: Designing responses to service failures, creating recovery playbooks, or handling escalations.
Prompt pattern:
Help me design a service recovery approach:
The situation: [what went wrong]
Customer impact: [how it affected them]
Customer sentiment: [angry / frustrated / disappointed / confused]
What we've done so far: [any actions taken]
What we can offer: [available remedies, policies, constraints]
Create a response that:
1. Acknowledges the specific impact on this customer
2. Takes ownership without over-apologizing
3. Explains what happened (if appropriate) without making excuses
4. Offers a meaningful remedy
5. Rebuilds confidence in the relationship
Follow-up prompts:
The customer rejected our first offer. How do we escalate appropriately?
Turn this individual response into a playbook for similar situations.
What systemic fix would prevent this from happening again?
4. CX Metrics and Reporting
When to use: Building dashboards, interpreting metrics, presenting CX performance to leadership.
Prompt pattern:
Help me analyze and present these CX metrics:
Current metrics:
- NPS: [score and trend]
- CSAT: [score and trend]
- CES: [score and trend]
- First Contact Resolution: [percentage]
- Average Handle Time: [duration]
- [other relevant metrics]
Business context:
[any relevant business changes, seasonality, initiatives]
Help me:
1. Identify the story these metrics tell together (not just individually)
2. Find leading indicators that predict lagging outcomes
3. Spot concerning trends before they become crises
4. Connect CX metrics to business outcomes (retention, revenue, cost)
5. Create an executive summary that drives action, not just reports numbers
Follow-up prompts:
Our NPS dropped 5 points. Help me diagnose why using the other metrics.
Which metric should we focus on improving first for maximum business impact?
Design a CX scorecard that tells the full story in one page.
5. Service Design and Process Improvement
When to use: Redesigning processes, reducing customer effort, eliminating unnecessary steps.
Prompt pattern:
Help me redesign this customer process:
Current process:
[describe the steps customers go through]
Pain points:
[what customers complain about or where they abandon]
Constraints:
[regulatory requirements, system limitations, policy restrictions]
Success criteria:
[what "better" looks like — speed, effort, satisfaction, cost]
Help me:
1. Identify steps that add friction without adding value
2. Find opportunities to reduce customer effort
3. Design proactive touchpoints that prevent problems
4. Suggest self-service options that customers would actually use
5. Create a phased implementation plan (quick wins → medium-term → transformation)
Follow-up prompts:
What would this process look like if we designed it from scratch with no legacy constraints?
How do we measure whether the redesigned process is actually better?
What change management is needed to get frontline teams to adopt the new process?
6. Team Enablement and Coaching
When to use: Developing training content, coaching conversations, or building team capabilities.
Prompt pattern:
Help me create enablement content for my CX team:
Topic: [skill or scenario to address]
Audience: [frontline agents / team leads / managers]
Current gap: [what they struggle with]
Desired outcome: [what great looks like]
Create:
1. A clear explanation of the concept and why it matters
2. A realistic scenario they'd encounter
3. A model response or approach
4. Common mistakes to avoid
5. Practice questions or role-play prompts
Follow-up prompts:
Create a coaching conversation guide for managers to use in 1:1s on this topic.
Design a calibration exercise so the team develops consistent judgment.
What metrics would show that the training is working?
7. CX Strategy and Business Case
When to use: Building the case for CX investment, aligning CX initiatives to business outcomes, strategic planning.
Prompt pattern:
Help me build a business case for this CX initiative:
Initiative: [what we want to do]
Investment required: [cost, resources, time]
Current state: [baseline metrics, customer pain]
Expected improvement: [target metrics, customer outcome]
Business context:
[company priorities, competitive landscape, executive concerns]
Create a business case that:
1. Connects the CX improvement to business outcomes (retention, revenue, cost)
2. Quantifies the impact where possible
3. Acknowledges risks and dependencies
4. Proposes a pilot approach to prove value
5. Anticipates executive questions and objections
Follow-up prompts:
The CFO will ask about ROI. Help me build the financial model.
How do we measure success in a way that's credible and not cherry-picked?
What's the narrative I should use with the CEO vs. the COO vs. the CFO?
Practice Progression
Week 1: Run one week of customer feedback through Voice of Customer Analysis. Share insights with your team.
Week 2: Map one critical customer journey using the Journey Mapping prompts. Identify 3 friction points.
Week 3: Design a service recovery playbook for your most common failure scenarios.
Week 4: Build a CX business case for an initiative you’ve been struggling to fund.
What Great Looks Like
After consistent use, you should notice:
- Faster synthesis of customer feedback into actionable insights
- More compelling communication with executives and stakeholders
- Clearer connection between CX work and business outcomes
- Better-designed processes that reduce customer effort
The goal isn’t for Alex to do your CX work — it’s for Alex to help you lead CX more effectively.
A Note on Customer Data
Be thoughtful about customer PII when using AI tools:
- Anonymize or redact personally identifiable information
- Use representative examples rather than specific customer records
- Follow your organization’s data governance policies
- Focus on patterns and themes rather than individual customer details
The insights matter more than the identifying information.