AI Leadership: Customer Experience

Learning Level: Manager, Strategic Leader

Format: 4 Hours

Delivery: Virtual

Not every customer interaction should be automated. During this interactive learning experience, learn how to design customer journeys that balance efficiency, empathy and effective AI-human collaboration.

The future of customer experience isn’t AI or people. It’s knowing when to use each.

This course helps you evaluate customer journeys based on complexity, risk, vulnerability and customer need. You’ll explore where AI can resolve issues independently, where human judgement remains essential and where both should work together.

Through practical journey mapping and segmentation exercises, you’ll develop principles for designing customer experiences that meet customer expectations while improving operational efficiency.

As part of the AI Leadership Programme, begin shaping a practical approach to customer-facing AI within your organisation.

Course content

Understanding AI-enabled customer resolution
Exploring the interconnected systems, processes and capabilities that influence successful customer outcomes.

The foundations of AI readiness
Examining the policy, workflow, information, technology, governance and people requirements that support AI adoption.

Why readiness matters
Understanding the risks of deploying AI without the right foundations and the impact this can have on customers, colleagues and business performance.

Readiness gates and maturity checkpoints
Exploring the critical milestones organisations should achieve before introducing or scaling AI solutions.

Identifying and prioritising gaps
Assessing weaknesses across operational, technological and organisational capabilities to determine where improvement is needed most.

Selecting the right interventions
Evaluating actions that address the highest-priority readiness challenges and create the greatest business impact.

Building evidence-based business cases
Using readiness data and operational insight to justify investment and drive stakeholder support.

Managing an AI use case pipeline
Applying readiness assessments to prioritise opportunities and make informed decisions about future AI initiatives.

Creating trust, consensus and ROI
Understanding how structured readiness approaches help build organisational confidence, minimise risk and maximise value from AI investments.

Learning outcomes

Understand the organisational conditions required for AI to successfully support customer resolution.

Recognise how policy, process, information, technology, governance and human capability work together to enable effective AI adoption.

Assess the readiness of your organisation to deploy and scale AI-enabled customer journeys.

Identify gaps that could limit AI performance, customer outcomes or business value.

Prioritise the interventions that will have the greatest impact on AI readiness and long-term success.

Build stronger evidence-based business cases for investment in foundational improvements before deployment.

Apply readiness assessment techniques to evaluate and prioritise new AI use cases.

Create greater organisational alignment and consensus around AI opportunities, risks and required actions.

Improve the likelihood of achieving trusted, scalable AI adoption and measurable return on investment.

Who should attend?

Contact centre professionals designing customer experiences and service strategies.

What will you learn?

Decide where AI and people create best outcomes.

How much is it?

Module 5 (£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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