What you'll learn
Seven techniques that turn AI from helper into multiplier.
Practical, hands-on, and built around your team's real work. Every delegate leaves with a personal prompt library they'll keep using on Monday.
01
Spec a chatbot using Copilot Studio or platform-agnostic principles
02
Use AI to surface usable signal from sentiment data
03
Set personalisation guardrails customers actually like
04
Agent-assist: AI as a copilot for human CX agents
05
When to escalate from bot to human (and how AI helps)
06
Voice of customer: turn 10,000 tickets into a strategy
07
Avoid the CX AI traps (creepy, generic, broken handoffs)
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Measure CX AI: CSAT, NPS, deflection & AHT