Scaling AI Agents from a CX Perspective

This course, developed by COPC and Conversation Design Institute, provides a practical framework for scaling AI agents within contact centers. Participants will learn how to align AI strategy with customer experience goals, avoid common pitfalls, and apply proven design and operational standards to drive measurable, customer-focused outcomes.

Jeff Tropeano is Executive Vice President of Global Technology Consulting at COPC Inc., where he helps organizations design and scale high-performing customer experience operations. With over 20 years in CX leadership, Jeff specializes in aligning technology with operational excellence—ensuring AI, automation, and digital platforms drive both efficiency and enhanced customer journeys.

He has led transformative CX technology implementations across industries, managing global deployments exceeding 3,000 seats and overseeing platform rollouts involving major software vendors. A four-time Stevie Award winner, Jeff advocates for a structured, outcome-focused approach. He brings sharp, real-world insight to AI adoption—emphasizing rigorous planning, metrics discipline, and design that prioritizes both the customer and the employee experience. Expect takeaways grounded in experience, not just theory.

Rachel is an experienced Conversation Designer who specializes in customer-facing chat and voice experiences for customer service use cases in highly-regulated industries. She is a skilled, business-savvy, human-centric designer who also has extensive experience with data-driven design, thanks to her early career as a customer service analyst.

Rachel joined CDI in January 2025 after a contracting at Allstate as Senior Conversation Designer. Prior to that, she served in various conversation design and customer service roles at GEICO, where she was a CDI client.

Rachel is based in Davenport, Florida.