AICXS2025:01 Assessor Training
2-day accreditation programme that qualifies professionals to assess organisations against AICXS2025:01, the global standard for responsible and effective AI in customer experience.
AI held to account
The AICXS2025:01 Assessor Training (AICXS-AT) is a 2-day ICXI certification programme that qualifies professionals to conduct independent assessments against the International AI Customer Experience Standard, the world’s first standard dedicated to the responsible and effective use of AI in customer experience. Published by ICXI in 2025 and developed with global stakeholders, industry experts, customers and employees, AICXS2025 is aligned with the EU AI Act, the OECD AI Principles, ISO 42001 and World Economic Forum guidance. Delegates learn to apply the AI-CX Infinity Model and the 10 Pillars of Responsible and Effective AI in CX with consulting-grade rigour.
2 days
09:00 to 15:00 daily
In-person or virtual
Or hybrid, typically 6 to 18 delegates
Case-study scoring
Scoring and moderation on Day 2
Training Certificate
Pathway to full authorisation
The two-day agenda
Eight modules: the AICXS2025:01 standard, the AI-CX Infinity Model, evidence-based scoring and performance levels, then the section-by-section workflow, reporting, ethics and a moderated case study.
Day 1 · The Standard & Methodology
- D1Introduction to AICXS2025:01
Why the standard exists, its alignment with the EU AI Act, OECD Principles and ISO 42001, and how it relates to ICXS, IEHWS and RAICX.
- D1The AI-CX Infinity Model & the 10 Sections
AI capabilities, shared CX values and human experience, across 10 sections, 168 criteria and 1,000 points.
- D1Evidence-Based Scoring
The 5-level scale from No Evidence to Adopted, AI evidence such as model cards and bias audits, and the four-question evidence test.
- D1Performance Levels & Pathfinder VOC / VOE
Foundation, Developing, Mature and Leading, the 55% minimum, and customer and employee survey evidence.
Day 2 · Application, Reporting & Certification
- D2Section-by-Section Assessment Workflow
From criterion intent and evidence review to scores, section aggregation, written rationale and the evidence portfolio.
- D2Assessor Reporting & Certification Decision
The AICXS Assessor Report, written rationale standards, performance-level decisions and submission to ICXI.
- D2Assessor Ethics, Independence & AI-Specific Risks
Conflicts of interest, vendor advocacy, technical opacity, regulatory pressure and the AICXS Assessor Code.
- D2Practical Case Study & Moderation Exercise
Score a fictional organisation deploying AI in customer operations, moderate as a group and compare with reference scores.
Who it is for, and what you gain
Who should attend
- Senior practitioners in organisations preparing for AICXS2025 certification
- Internal auditors, AI governance leads, data ethics officers and CX leads
- Partner-firm staff licensed to deliver ICXI assessments in AI and CX
- Consultants, advisors and AI assurance professionals specialising in responsible AI
- Regulators, certification body staff and existing ICXI Accredited Assessors extending into AI
What you will leave with
- A working command of AICXS2025:01: 10 sections, 168 criteria and 1,000 points
- A practical understanding of the AI-CX Infinity Model
- Working knowledge of the 10 Pillars of Responsible and Effective AI in CX
- Confident use of the 5-level evidence scale, from No Evidence to Adopted
- The four performance recognition levels, Foundation to Leading
- How Pathfinder VOC and VOE survey evidence feeds the assessment
- An end-to-end assessment: evidence review, calibration, rationale and written report
- The AICXS Assessor Training Certificate and the pathway to accredited assessor authorisation
How it fits the Academy pathway
AICXS2025:01 Assessor Training trains the assessors who measure responsible AI in customer experience, while Responsible AI in CX prepares organisations to deploy it, with a public sector edition for citizen services. AI, digital, CX, risk, audit or assessor experience is expected, and prior ICXI assessor accreditation, such as ICXI Accredited Assessor Training or Government CX Assessor Training (GCXA), is an advantage. Related assessor programmes include the IDCXS2022:02, IEHWS2023:01 and IPEXS2026:01 assessor trainings. Formal authorisation as an AICXS Accredited Assessor follows supervised observation on a live assessment, ongoing moderation and annual CPD.
Related courses.
Academy · 2 days
ICXI Accredited Assessor Training (ICXS2024)
The Accredited Assessor pathway for ICXS2024:01 (7 sections, 1,000 points, 27 MRC, the 5Ps Service Excellence Model).
Academy · 2 days
IDCXS2022:02 Assessor Training
Accredited Assessor pathway for IDCXS2022:02, the International Digital Customer Experience Standard.
Academy · 2 days
IEHWS2023:01 Assessor Training
Accredited Assessor pathway for IEHWS2023:01, the International Employee Happiness & Wellbeing Standard.
Book a place on AICXS2025:01 Assessor Training
Book a seat on a public cohort, or arrange an in-house cohort for a partner firm, regulator or AI assurance practice. The ICXI team will come back to you with dates and details.
Frequently asked questions
Who is AICXS2025:01 Assessor Training for?
Senior practitioners preparing their organisation for AICXS2025 certification; internal auditors, AI governance leads, data ethics officers and CX leads; partner-firm staff; consultants and AI assurance professionals; regulators and certification body staff; and existing ICXI Accredited Assessors extending into AI-CX assessment.
How long is the course and how is it delivered?
Two days, 09:00 to 15:00, in person, virtual or hybrid, typically for 6 to 18 delegates.
How is the course assessed?
Through a practical case study on Day 2: delegates score an evidence pack from a fictional organisation deploying AI in customer-facing operations, moderate as a group and compare with reference scores. Successful delegates receive the AICXS Assessor Training Certificate.
What does AICXS2025:01 assess?
Responsible and effective AI in customer experience across 10 sections, 168 criteria and 1,000 points, from AI strategy and governance to stakeholder feedback loops. Evidence is scored on a 5-level scale, and organisations need at least 55% to be recognised, at four levels: Foundation, Developing, Mature and Leading.
How do I become an accredited AICXS assessor?
The training certificate is the first step. Full authorisation as an ICXI AICXS Accredited Assessor also requires supervised observation on at least one live AICXS assessment under a Lead Assessor, ongoing moderation and annual CPD.
How is it different from Responsible AI in CX?
Responsible AI in CX (RAICX) prepares organisations to deploy AI responsibly in customer experience. AICXS2025:01 Assessor Training trains the assessors who measure them against the standard.