Human‑Centred AI Strategy Workshop – Lock In Your Organisation’s 90‑Day Plan

CX, BPO & Contact Centre Leaders face executive pressure to "have an AI strategy" while wrestling with fragmented systems, unclear use cases, workforce anxiety and fear of getting it wrong.

This 2-day strategy workshop brings your management team into the same room to confront those challenges and design an AI roadmap that keeps humans firmly in the loop while fully leveraging automation.

Who this is for

Executive and management teams responsible for CX, digital, contact centres, BPO operations or customer-facing product lines who:

• Are under pressure from boards and EXCOs to show an AI roadmap for CX and contact centres.
• Have pilots or tools in place but lack a coherent strategy, a governance model, or a way to prove ROI.
• Operate in contexts with legacy systems, multi-language customer bases, regulated industries and constrained budgets.
• Want to introduce AI in a way that protects jobs, preserves human connection and trust, and fits market realities where global AI playbooks need to be adapted, not copied.

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Join the list of organisations that are pioneering the DNA of Human-Centred AI Strategies!

Why human-centred AI in CX now

• Contact centre and CX leaders globally see AI as critical, yet only a minority are realising full value due to gaps in strategy, integration, and change management.
• Research shows that organisational readiness and strong change management can triple the likelihood that new service technologies deliver their intended outcomes.
• Agents and customers are increasingly anxious about AI’s impact on jobs, empathy and trust; leaders who position AI as augmenting people – not replacing them – are more likely to see adoption, productivity and CX scores improve.

Over 2 days, you will

• Align on a shared vision for AI in your CX and contact centre portfolio – Understanding and clarity of the foundation and principles of Human-Centred AI, and clarifying your CX vision for it. Understand opportunities that enhance – not erode – trust and connection.
• Cut through the hype to a focused set of use cases , using a structured prioritisation lab to identify likely wins for your context based on impact, feasibility, data and integration readiness.
• Explore the AI‑augmented workforce and change implications – how roles may shift, what new skills leaders and agents need, and how to position AI as support rather than replacement to build buy‑in.
• Get honest about data, systems, risk and regulation , with input on what “AI‑ready” really looks like for contact centres, and a practical exercise to surface your biggest enablers, constraints and risks.
• Clarify how you will run and measure AI in CX going forward , including how initiatives move from pilot to production, how success will be tracked (cost, experience, quality, risk), and what you expect from vendors and partners – all at the right level for a leadership team.

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What you leave with

• A concise, co‑created AI‑in‑CX strategy narrative you can use with boards, EXCOs and partners to explain why AI, why now, and how it will support people – customers, agents and leaders.
• A 12–24 month AI roadmap outline for CX and contact centres , with clear horizons (foundations, accelerators, bigger bets), key milestones and accountable owners – realistic for your budget, skills and systems.
• A short list of priority AI use cases tailored to your organisation , each with a high‑level problem statement, expected benefits, key risks, and indicative success measures that you can refine into business cases.
• A first‑cut view of workforce, data and risk implications – where skills need to evolve, what data and system issues matter most, and what guardrails you will apply to keep AI implementations responsible and human‑centred.
• A practical 90‑day action outline and leadership pitch skeleton , created in the capstone sessions, so your team leaves ready to secure sponsorship, align stakeholders and start execution the moment you are back in the business.
• Optional follow-up virtual sessions , as required, to review progress on pilots and help unblock issues in roadmap execution.

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Interested to learn more and lead the pack?