Responsible AI in CX
2-day certification that equips CX, digital, data, risk and compliance leaders to deploy AI in customer experience responsibly and effectively.
Deploying AI in CX responsibly and effectively
Responsible AI in CX (RAICX) is a two-day ICXI Academy certification for the CX, digital, data, risk and compliance leaders who deploy AI in customer experience. It is structured directly around AICXS2025:01, ICXI’s International AI Customer Experience Standard, with its 10 sections, 168 criteria and 1,000 points, so delegates leave speaking the same language as the standard, the assessor team and the certification body. Day 1 covers strategy, customer impact, data and privacy, bias and fairness, and transparency; Day 2 covers employee enablement, performance monitoring, ethical governance, innovation and stakeholder feedback, with one insurance case study running across both days.
2 days
09:00 to 17:00 daily
Classroom or live virtual
With a case study across both days
48-question exam
60 minutes, 70% to pass
RAICX Practitioner
No AI technical background needed
The two-day agenda
Every module maps to a numbered section of AICXS2025:01: Sections 1 to 5 on Day 1, Sections 6 to 10 on Day 2, then the implementation pathway and the examination.
Day 1 · Strategy, Customer Impact, Data & Fairness
- D1AI Strategy Alignment & Governance
Section 1, 120 points: a customer-first AI strategy, an ethical code, named ownership, board review and a roadmap for scaling responsibly.
- D1Customer Impact Assessment
Section 2, 120 points: impact assessments for each AI application, telling customers when AI is used, and protecting confused or excluded customers.
- D1Data & Privacy Compliance
Section 3, 80 points: data protection compliance, verifiable consent, traceable data sources, third-party review and audits.
- D1Bias, Fairness & Inclusion
Section 4, 80 points: bias testing before launch, fairness indicators, accessibility reviews and the right to contest automated decisions.
- D1Transparency & Communication
Section 5, 80 points: telling customers when they deal with AI, a disclosure policy, and frontline staff who can explain AI decisions.
Day 2 · Operations, Governance, Innovation & Feedback
- D2Employee Enablement
Section 6, 100 points: training, escalation channels, staff involvement in pilots, change management and upskilling.
- D2Performance Monitoring
Section 7, 80 points: KPIs for AI’s effect on customer outcomes, benchmark reviews, error handling and monitoring of third-party tools.
- D2Ethical Governance
Section 8, 100 points: an ethics framework, committee oversight, ethical review before launch, audits and escalation.
- D2CX-AI Innovation & Agility
Section 9, 120 points: use cases chosen for customer value, prototypes tested with real customers, and projects judged on CX and ethics, not just ROI.
- D2Stakeholder Feedback Loops
Section 10, 120 points: feedback from customers and employees, AI complaint analysis, post-incident reviews and public sentiment.
- D2Implementation Pathway & Examination
The Pathfinder VOC and VOE surveys, the 6-phase pathway to certification, then the 48-question examination.
Who it is for, and what you gain
Who should attend
- CX leaders accountable for AI touchpoints
- Digital, product and AI product leaders
- Data and analytics leaders managing model risk
- Risk, compliance and audit leaders
- Transformation programme directors
- Vendor-management and procurement leads
What you will leave with
- Command of the AICXS2025:01 standard architecture
- Fluency in the ICXI 5-level evidence scoring scale
- The ability to lead delivery across all 10 sections
- The Pathfinder VOC and VOE evidence instruments
- A 6-phase roadmap to certification
- The ICXI Certified RAICX Practitioner credential
How it fits the Academy pathway
Responsible AI in CX is the practitioner programme for AICXS2025:01, ICXI’s AI customer experience standard, which organisations are certified against through BSI. It is strong preparation for the two-day AICXS2025:01 Assessor Training, and a Public Sector edition (RAICX-PS) serves leaders deploying AI in citizen services. Assessors working on the core customer experience standard train through ICXI Accredited Assessor Training, and for those new to CX the CX Foundation Course is the starting point.
Related courses.
Academy · 2 days
Responsible AI in CX: Public Sector
Public-sector edition of RAICX, aligned to AICXS2025, with the Algorithmic Transparency Recording Standard, the Equality Act and PSED, FOI and responsible AI procurement.
Academy · 2 days
Certified Digital Channels CX Excellence Practitioner
Assess and improve CX across websites, apps, self-service, chatbots and other digital channels with the 12-pillar Digital Channels CX Excellence Index.
Book a place on Responsible AI in CX
Book a seat on a public cohort, arrange an in-house cohort for your CX, digital, data, risk or compliance team, or ask about combined RAICX and AICXS assessor pathways. The ICXI team will come back to you with dates and details.
Frequently asked questions
Who is Responsible AI in CX for?
CX, digital, data, risk and compliance leaders who deploy AI in customer experience: AI product owners, data and analytics leaders, risk and compliance leaders working on EU AI Act, ISO 42001 or OECD alignment, transformation directors, vendor-management leads, and practitioners preparing for AICXS2025:01 Assessor Training.
How long is the course and how is it delivered?
Two days, 09:00 to 17:00 each day including the assessment, tutor-led in the classroom or as live virtual training. Working seniority in CX, digital, data, risk or compliance is expected; no prior AI technical background is required.
How is the course assessed?
A 48-question multiple-choice examination at the end of Day 2, weighted across the 10 sections of AICXS2025:01 by their points: 60 minutes, closed book and invigilated, with the case-study evidence pack allowed and a pass mark of 70 per cent (34 of 48). One re-sit is free.
What will I be able to do afterwards?
Explain the AICXS2025:01 architecture, score AI-CX evidence consistently on the 5-level scale, diagnose maturity against the four performance levels, lead delivery across all ten sections, gather evidence with the Pathfinder surveys and plan the six-phase path to certification.
What makes Responsible AI in CX different?
Every module maps to a numbered section of the AICXS2025:01 standard, so you learn the same view the assessors and certification body use. Teaching is evidence-led, built on the patented ICXI 5-level scale, and applied to one case study across both days.
How does it fit ICXI's other courses?
It is the practitioner programme for ICXI’s AI customer experience standard and the natural step before AICXS2025:01 Assessor Training. A Public Sector edition, RAICX-PS, serves leaders deploying AI in citizen services.