─── THE CERTIFIED CX HUMAN-AI LEADER™ PROGRAMME
AI in customer operations will be won or lost on leadership.
For the Operations Managers, Team Leaders and Complaints & Vulnerability Leads who run your customer service and contact centre operations. Eight weeks. Measured from start to finish. Certified on demonstrated change.
Get in touch
I’m looking for:
my organisation
myself
Measured
at the start and end
January 2027
next cohort · 25 places
8 workshops
applied the same week
8 weeks
live online
NATALIE CALVERT HAS LED CUSTOMER OPERATIONS WORK WITH
O2 HSBC BT Royal Mail Marks & Spencer Microsoft LEGO The AA Aegon Entain
The Cabinet OfficeScottish Water
YOU’LL RECOGNISE THIS
You’ve invested in AI. In the operation, you’re seeing:
── Advisors unsure when to trust the AI and when to overrule it.
── Complaints and vulnerable-customer cases escalating.
── Team leaders managing to measures built for a different operation.
── Good people leaving as roles are redefined.
── A strong business case, and results that haven’t followed.
This is precisely what the programme is built to change.
01
OUR PERSPECTIVE
Organisations are investing in AI faster than they are preparing the leaders who have to make it work.
The pressure is on.
91%
of customer service leaders are under pressure to implement AI.
GARTNER, 2026
Confidence lags investment.
12%
of UK managers feel very confident managing teams using AI.
CMI, 2026
Value sits with people.
70%
of the value from AI comes from people and processes.
BCG, 2026
In customer operations, badly led AI change shows up where it hurts most: in complaints, with vulnerable customers and on the compliance record.
The return on AI will be decided by the leaders who run your customer operation.
02
WHAT WE BUILD
Toolsets. Skillsets. Mindsets.
Four Human-AI leadership capabilities, built in the operation.
Capability 1
Customer Trust
Earning and restoring customer trust in the moments that matter most.
Capability 2
Human-AI Teams
Leading teams through the shift from transactional to complex relationship work.
Capability 3
Judgement & Risk
Confident decisions on escalation, vulnerability and risk.
Capability 4
Performance & Value
Performance coached from evidence, with value the organisation can report.
03
THE PROGRAMME
Inside the Certified CX Human-AI Leader™ Programme.
Eight workshops across three stages. Each one gives leaders a tool they apply with their own team the same week, so capability is built in the operation, not the classroom.
WEEKS 1–2
Setting the foundation
WORKSHOP 1
The Human-AI Leader
Leaders understand how their role is changing in an AI-enabled customer operation, where AI helps and where human judgement remains essential.
APPLIED TOOL
CX Human-AI Leadership Index™ baseline
WORKSHOP 2
Building Your Leadership Engine
Leaders learn and strengthen the six essential working practices that underpin a reliable, consistent customer operation.
APPLIED TOOL
The Leadership Engine™
WEEKS 3–6
Building the four capabilities
WORKSHOP 3
Building and Restoring Customer Trust
Teams equipped for complaints, vulnerability and emotionally challenging interactions, taking ownership wherever the customer needs a person.
APPLIED TOOL
Customer Trust Framework
WORKSHOP 4
Leading Human-AI Teams
Practical rules for when to accept, verify, challenge or override AI guidance, so people make the right decisions with confidence.
APPLIED TOOL
CX Human-AI Team Framework
WORKSHOP 5
Leading Escalation, Judgement and Risk
Confident decisions involving uncertainty, vulnerability, customer harm or business risk, with consistent standards across the team.
APPLIED TOOL
Judgement & Risk Framework
WORKSHOP 6
Coaching Performance and Proving Value
Customer, employee and operational evidence used to reduce rework and repeat contact, and to show the value the Human-AI team creates.
APPLIED TOOL
High Performance Framework
WEEKS 7–8
Embedding the change
WORKSHOP 7
Leading People Through Continuous Change
The communication skills to explain change, give feedback, address resistance and support people through implementation.
APPLIED TOOL
Continuous Change Leadership Framework
WORKSHOP 8
Making AI Work in the Operation
Stronger handoffs, guidance and escalation across office, home and hybrid teams, with frontline evidence used to raise adoption and performance.
APPLIED TOOL
CX Human-AI Leadership Action Plan and final Index™ score
Every leader receives
── Eight live online workshops, one a week
── The HuddleCX Leadership Playbook
── The Leadership Engine™ running in their operation
── The Certified CX Human-AI Leader™ credential
── The CX Human-AI Leadership Index™, scored at the start and end
── Practical tools and templates for every workshop
── The Capstone Project and CX Human-AI Leadership Action Plan
── 12-month HuddleCX Network membership
04
HOW IT WORKS
Capability built in the operation, and measured.
- MeasureCX Human-AI Leadership Index™ baseline
- LearnEight live workshops, one a week
- ApplyTools used with their own teams each week
- DemonstrateCapstone Project and final Index™ score
- CertifyCertified CX Human-AI Leader™
8 weeks
live online
3 hours
per workshop
12 months
HuddleCX Network membership
25
leaders per cohort
OUR APPROACH
The Leadership Engine™
Built in the operation
Every workshop is grounded in real customer operations.
Applied the same week
Every workshop is grounded in real customer operations.
The Capstone Project
A live improvement in each leader’s own operation.
Certified on demonstrated change
The credential is earned on evidence, beyond attendance.
Measured start to finish
The CX Human-AI Leadership Index™ at the start and end.
Let’s explore what’s possible for your leaders.
No obligation. A 30-minute conversation about your operation.
05
IMPACT
What your organisation gains.
Measured leadership capability
A scored baseline and final result for every leader, across the four capabilities.
Evidence of change
A Capstone Project in each leader’s own operation, showing what they applied and what improved.
Lower implementation risk
Leaders who can take AI from investment to everyday performance in the operation.
TRACK RECORD
Results delivered in customer operations.
Selected outcomes from leadership work led by Natalie Calvert, anonymised by sector.
61%
reduction in written complaints
PUBLIC SECTOR
34%
improvement in first contact resolution
UTILITIES
22%
leadership capability uplift across senior management
LOGISTICS
15%
performance and productivity gain
IT & TELECOMS
25%
revenue uplift per customer
AUTOMOTIVE
6500
employees led through change across the UK, Europe and Asia
FINANCIAL SERVICES