AICCL · AI LEADERSHIP

AI-Ready Contact Centre Leadership

3-day programme for contact centre leaders who need the AI literacy, frameworks and confidence to lead the AI transition, from a readiness assessment to a 12-month roadmap.

3

DAYS

12

SESSIONS

5

DIMENSIONS

4

LEVELS

AI does not lead. You do

AI-Ready Contact Centre Leadership (AICCL) is a three-day specialist leadership programme for contact centre leaders who are deploying, sponsoring or running AI in their operation. It starts from a clear position: AI is not plug-and-play, it is not a replacement for humans, and one size does not fit all. The best outcomes come from human-AI partnerships designed deliberately, with clear governance and credible measurement. Delegates assess their own centre against the ICXI AI Maturity Framework, five dimensions across four maturity levels, then design human-AI workflows, AI-augmented KPIs, a change leadership plan and an ethical governance approach. They leave with a realistic 12-month AI roadmap, an ROI model and a team capability strategy. No technical or data-science background is required.

3 days

09:00 to 17:00 daily, twelve sessions

In-person or virtual

Or hybrid, typically 8 to 18 delegates

Composite assessment

Participation 30%, practical work 40%, reflection 30%

ICXI Academy award

AI-Ready Contact Centre Leadership Certificate

The three-day agenda

Day 1 builds AI literacy and assesses readiness, Day 2 designs the human-AI partnership through workflows, KPIs, change leadership and governance, and Day 3 builds the roadmap, the ROI model and team capability.

Day 1 · AI Fundamentals for Leaders

D1

The AI Landscape

Separates what is real from what is hype, covering current AI capabilities, common misconceptions and the AI maturity curve.

D1

AI Technologies in Contact Centres

Reviews chatbots, NLP, sentiment analysis, speech analytics, predictive routing and RPA, with the use cases and prerequisites for each.

D1

ICXI AI Maturity Framework

Introduces five dimensions across four maturity levels, from Ad Hoc to Leading, applied to worked example contact centres.

D1

AI Readiness & Activity

Delegates run a gap analysis on their own centre using the readiness checklist and the questions to put to AI vendors.

Day 2 · Leading the Human-AI Partnership

D2

Designing Human-AI Workflows

Applies five design principles to real workflows: clear roles, graceful handoff, transparency, human oversight and built-in learning loops.

D2

KPIs for AI-Augmented Centres

Compares traditional and evolved metrics and builds outcome, process and people measures such as CSAT, FCR, containment and agent confidence.

D2

Leading People Through AI Change

Covers the predictable resistance patterns of AI adoption, how to build trust, how to communicate change and where to find quick wins.

D2

Ethical AI Governance & Activity

Sets the framework, principles and oversight for ethical AI, including bias, fairness and the always-have-a-human-path principle.

Day 3 · Implementation & Future-Proofing

D3

Building Your AI Roadmap

Builds an 8-component roadmap that runs from vision and current state through gaps, priorities, timeline and risks to success criteria.

D3

Measuring AI ROI

Models costs and benefits realistically and examines the 90/10 ROI problem, and how not to end up among the 90%.

D3

Developing Your Team’s AI Skills

Looks at training, hiring and culture for building AI fluency in non-technical roles across the contact centre.

D3

Future of AI in Contact Centres

Explores the trends, strategy and long-term vision that shape where contact centre AI is heading next.

D3

Closing: Your Roadmap & Next Steps

Delegates reflect on the programme, make their commitments and are introduced to the post-programme resources and support.

Who it is for, and what you gain

Who should attend

  • Heads of Contact Centre, Operations Directors and CX Directors leading AI deployment
  • Team leaders and operations managers who will run AI-augmented teams
  • Workforce planning, quality and training leaders adapting their disciplines for AI
  • Programme managers and CX transformation leads sponsoring AI initiatives
  • Senior practitioners commissioning, evaluating or selecting contact centre AI vendors

What you will leave with

  • A working command of AI capabilities, limitations and the contact centre AI technology stack
  • A defensible assessment of your centre against the ICXI AI Maturity Framework: five dimensions, four levels
  • A vendor-evaluation framework so you ask the right questions and avoid the most expensive AI mistakes
  • A human-AI workflow design built on five principles, with KPIs for outcomes, process and people
  • A change leadership plan that addresses the predictable resistance patterns of AI adoption
  • An ethical AI governance approach aligned to your organisation’s values
  • A realistic 12-month AI roadmap with clear priorities, ROI metrics and success criteria
  • The AI-Ready Contact Centre Leadership Certificate from ICXI Academy

How it fits the Academy pathway

AICCL is designed for people with contact centre leadership experience; no technical or data-science background is required. Delegates new to customer experience can build a grounding first through the CX Foundation Course. For the wider picture of AI in customer experience, see Responsible AI in CX and AICXS2025:01 Assessor Training. AICCL is one of ICXI’s 3-day contact centre leadership programmes, alongside Omnichannel Customer Journey Specialist and Wellbeing & Resilience Leadership. Leaders who want to strengthen their use of data can also look at CX Data Analytics & Insights Leadership.

Book a place on AI-Ready Contact Centre Leadership

Join a public cohort or arrange an in-house cohort for your contact centre leadership team. The ICXI team will come back to you with dates and details.

Frequently asked questions

It is for contact centre leaders who are leading, sponsoring or running AI in their operation: Heads of Contact Centre, Operations and CX Directors, team leaders and operations managers, workforce planning, quality and training leaders, programme managers and senior practitioners who select AI vendors. You need contact centre leadership experience, but no technical or data-science background.

AICCL runs for three days, 09:00 to 17:00 each day, across twelve sessions. It can be delivered in person, virtually or in a hybrid format, with groups of typically 8 to 18 delegates. You can join a public cohort or arrange an in-house programme for your contact centre leadership team.

There is a three-component composite assessment. Participation and engagement counts for 30%, practical work for 40% and reflection and application for 30%. Practical work covers your maturity assessment, KPI design, gap analysis and AI roadmap. Marking looks for a realistic assessment, balanced metrics, a credible roadmap, thoughtful reflection and peer learning. Successful delegates receive the AI-Ready Contact Centre Leadership Certificate.

It is the framework delegates use on Day 1 to assess their own contact centre honestly. It covers five dimensions, Technology, Data, People, Process and Governance, across four maturity levels: Ad Hoc, Developing, Mature and Leading. Success means balance across all five dimensions rather than cutting-edge technology in one, and reliable usually beats bleeding-edge.

Graduates receive alumni resources, including templates, case studies and frameworks from the programme, and join monthly peer learning calls with other graduates. They also get 90-day access to ICXI experts for implementation questions, and a refresh day at the 12-month mark to review progress and plan the next phase.

AICCL is a specialist leadership programme for contact centre leaders. It sits alongside ICXI’s other 3-day contact centre programmes, OCJS on omnichannel customer journeys and WRL on wellbeing and resilience. The wider ICXI Academy pathway includes the CX Foundation Course, the CX Executive Masterclass, the CX Professional Diploma and ICXI Accredited Assessor Training.