AI Leadership: Operational Redesign

Learning Level: Manager, Strategic Leader

Format: 4 Hours

Delivery: Virtual

AI doesn’t simply automate existing processes. It changes how work flows across the contact centre. During this interactive learning experience, learn how to redesign operations, decision-making and customer resolution for a new era of service delivery.

Many organisations introduce AI into existing operating models and hope for transformational results. The reality is that AI often exposes weaknesses in processes, policies, information flows and decision-making that have existed for years.

This course explores how AI is changing the way contact centres operate and what that means for leaders. Rather than asking where AI can fit into current processes, you’ll examine how operating models can evolve to take advantage of new capabilities while improving customer outcomes, employee experience and operational performance.

You’ll explore how customer resolution changes when AI becomes part of the service ecosystem. From workflows and organisational structures to policy design and performance management, you’ll learn how leading organisations are redesigning operations to create faster decisions, better experiences and more effective resource allocation.

As part of the wider AI Leadership Programme, you’ll build a practical view of how AI alters the way work is organised and identify the operational changes needed to create sustainable competitive advantage.

Course content

Learning outcomes

Understand how to categorise customer contact based on complexity, risk, effort and customer need.

Determine where AI can resolve issues independently, where human judgement adds the greatest value, and where a blended approach delivers the best outcome.

Recognise how to use the unique strengths of both AI and people to create effective and customer-centric journeys.

Create AI-to-human handovers that feel natural, reduce friction and meet customer expectations.

Better understand how customer choice, accessibility requirements and vulnerability should influence journey design.

Develop a framework for deciding the right role for AI and people across different customer interactions.

Produce an initial segmentation of your customer journeys and identify opportunities to optimise the contribution of AI and human support.

Benefits to your business

Understanding customer journey complexity
Exploring how risk, complexity, emotional needs and customer outcomes influence service design.

Segmenting customer contact
Classifying interactions to identify where different approaches are needed.

The unique strengths of AI and humans
Examining where automation excels and where human empathy, judgement and problem-solving remain essential.

Designing blended customer journeys
Creating the right balance between AI-enabled efficiency and human-led support.

AI-human transitions and handovers
Designing experiences that minimise customer effort and maintain trust.

Customer choice, accessibility and vulnerability
Ensuring journey design supports diverse customer needs and expectations.

Creating principles for AI assignment
Developing clear criteria for deciding which interactions are best suited to AI, people, or a hybrid approach.

Applying the framework to your organisation
Mapping your own customer journeys and identifying opportunities for improvement and innovation.

Who should attend?

Contact centre professionals redesigning services, processes and operating models.

What will you learn?

Redesign operations for AI-enabled performance.

How much is it?

Module 2 (£3600 plus VAT Members receive 20% discount) Standalone pricing £499 plus VAT Members receive 20% discount

Format Info

3 hour online workshop, using Zoom

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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0333 939 9964
info@ccma.org.uk
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Covent Garden
London
WC2B 5DG
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Reg No: 5799326