AI Leadership: Governance

Learning Level: Manager, Specialist, Strategic Leader

Format: 4 Hours

Delivery: Virtual

Successful AI adoption requires more than technology controls. During this interactive learning experience, learn how to establish governance that protects customers and your business, supports innovation and creates confidence across your organisation.

Governance cannot be an afterthought.

This course explores the structures, controls and accountabilities required to manage AI responsibly in the contact centre environment. You’ll examine the growing regulatory landscape and understand how governance expectations evolve as AI maturity increases.

You’ll learn how to engage stakeholders across legal, compliance, technology, risk and operations while maintaining momentum and avoiding unnecessary barriers to progress.

As part of the AI Leadership Programme, this module ensures your AI ambitions are supported by appropriate governance frameworks from the outset.

Course content

Why AI governance matters
Understanding the role governance plays in enabling safe, effective and trusted AI adoption.

The regulatory environment for customer contact
Exploring how changing regulations, expectations and industry scrutiny are affecting AI implementation.

Governance throughout the AI maturity journey
Understanding how governance, controls and oversight requirements evolve as AI adoption increases.

Taking a risk-based approach
Assessing how customer impact, risk and system autonomy influence governance requirements.

Working across organisational boundaries
Collaborating effectively with risk, compliance, legal, technology and data teams from the earliest stages of AI exploration and design.

Leadership accountability in practice
Exploring the responsibilities leaders hold for decision-making, oversight and responsible AI use.

Governance frameworks, controls and evidence
Understanding the key controls, documentation and evidence required to support responsible AI implementation.

Preparing for risk and approval conversations
Developing a structured approach to engaging stakeholders responsible for governance, assurance and approval.

Applying governance to a real use case
Identifying the governance requirements for a current or proposed AI initiative and creating a practical plan for progressing it safely and effectively.

Learning outcomes

Understand why AI governance a critical enabler of safe, effective and trusted AI adoption.

Recognise how evolving regulatory expectations are influencing the use of AI within customer contact environments.

Identify the governance, control and oversight requirements needed for different AI use cases based on customer risk and system autonomy.

Work more effectively with risk, compliance, legal, technology and data teams to support successful AI implementation.

Understand what leadership accountability looks like in practice and the role leaders play in responsible AI decision-making.

Assess the governance implications of current and proposed AI initiatives within your organisation.

Prepare more effectively for assurance, approval and risk review discussions with key stakeholders.

Build greater confidence in balancing innovation, customer trust and regulatory compliance throughout your AI journey.

Who should attend?

Contact centre professionals responsible for risk, decisions and accountability.

What will you learn?

Govern AI confidently while enabling innovation.

How much is it?

Module 4 (£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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info@ccma.org.uk
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Reg No: 5799326