RAICX · ALIGNED TO AICXS2025:01

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.

2

DAYS

10

SECTIONS

168

CRITERIA

48

QUESTION EXAM

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

D1

AI 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.

D1

Customer Impact Assessment

Section 2, 120 points: impact assessments for each AI application, telling customers when AI is used, and protecting confused or excluded customers.

D1

Data & Privacy Compliance

Section 3, 80 points: data protection compliance, verifiable consent, traceable data sources, third-party review and audits.

D1

Bias, Fairness & Inclusion

Section 4, 80 points: bias testing before launch, fairness indicators, accessibility reviews and the right to contest automated decisions.

D1

Transparency & 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

D2

Employee Enablement

Section 6, 100 points: training, escalation channels, staff involvement in pilots, change management and upskilling.

D2

Performance Monitoring

Section 7, 80 points: KPIs for AI’s effect on customer outcomes, benchmark reviews, error handling and monitoring of third-party tools.

D2

Ethical Governance

Section 8, 100 points: an ethics framework, committee oversight, ethical review before launch, audits and escalation.

D2

CX-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.

D2

Stakeholder Feedback Loops

Section 10, 120 points: feedback from customers and employees, AI complaint analysis, post-incident reviews and public sentiment.

D2

Implementation 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.

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

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.

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.

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.

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.

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.

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.