CX AI Design Lab - One intensive day to design and test AI‑enabled CX solutions

AI is already reshaping customer and agent experiences. The CX AI Design Lab is a sponsored, in‑person intensive in Cape Town and Johannesburg with**** leading generative AI models to design and test solutions to real challenges from their own organisations—no technical prerequisites required.

What is the CX AI Design Lab?

The CX AI Design Lab is a one‑day, highly interactive workshop that combines AI literacy with practical design work.

Across eight hours together, participants are supported to:

• Apply human‑centred AI principles to real CX challenges from their own environments.
• Design and test AI‑enabled improvements for key journeys and agent workflows.
• Develop at least one solution concept and clear next steps to take back into their organisations.

The emphasis is on solutions that are both useful and safe , consistent with a proven underlying workshop format that focuses on model strengths and weaknesses, user risk and safeguards.

Who is it for?

Per city (Cape Town and Johannesburg), the Lab is limited to up to 20 participants to keep the experience intimate and collaborative.

It’s designed for:

• CX and contact centre leaders (heads of CX, heads of contact centres, operations leaders)
• BPO leaders and client service/operations managers
• Senior team leaders, WFM and Quality leaders
• Product, digital or transformation leaders who are accountable for AI‑related decisions or frontline experience

What participants leave with

The Lab is built on a one‑day AI training format that delivers three clear outcomes for every participant:​

1. Model insight

Hands‑on insight into the strengths and weaknesses of 7–8 leading generative AI models , experienced on realistic CX and contact centre tasks such as summarisation, drafting, and analysis.​​

2. Working solution

A working AI‑enabled solution concept designed around a real problem from the participant’s own organisation or ecosystem—for example, a specific journey step, queue, or agent workflow.​

3. Safety awareness

A solid understanding of where language models can be dangerous for users —and practical ideas for how to safeguard against those risks in customer and agent interactions (e.g., guardrails, human‑in‑the‑loop checks, escalation paths).​​

These outcomes also mean participants are eligible and well‑placed to continue into a 6‑week AI agent‑builder course, should they wish to go deeper.

Why this Lab, why now?

Global research shows that CX organisations are rapidly investing in AI, but many leaders still lack practical, role‑specific experience working with these models on their own journeys and metrics. The CX AI Design Lab addresses this by giving leaders:

• A safe, vendor‑neutral space to see how models actually behave on their own kinds of problems.
• Time and support to design solutions that respect customers, agents and regulation , not just efficiency targets.​
• A community of peers facing similar decisions in CX, contact centres and BPOs.

Event details

• Format: 1‑day, in‑person, intensive workshop
• Locations: Cape Town and Johannesburg
• Group size: Up to 20 participants per city
• Cost to participants: Fully sponsored seats (thanks to event partners TBC)
• Prerequisites: None – no coding or prior AI experience required.​

Final dates and venues will be confirmed directly with interested leaders and sponsors.

Interested in attending?

If you’re a CX, contact centre or BPO leader and would like to be considered for the CX AI Design Lab in Cape Town or Johannesburg:

Please contact us via theGet AI Contactpage and include “CX AI Design Lab – Attendance” in your subject line or first sentence.

This helps us prioritise places and keep you informed as dates and venues are confirmed.

Interested in sponsoring or co‑hosting?

The CX AI Design Lab offers sponsors a chance to:

• Back a concrete, outcomes‑based learning experience rather than another abstract AI event.
• Support the wider CX community with a tightly applied, practice‑based day.
• Associate your brand with practical, safe and human‑aware AI learning that prepares leaders for the next stage of AI agent deployment in CX.​​

If your organisation is interested in partnering, sponsoring, or exploring a tailored version of the Lab:

Please contact us via theGet AI Contactpage and include “CX AI Design Lab – Sponsorship” in your subject line or first sentence.

We’ll follow up to share options and explore the best fit for your brand and goals.

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Interested to learn more and lead the pack?