COURSE

Introduction to
Agentic Experience Design

Learn how to design responsible, effective AI agents using the 12-step CDI Method for Agentic Experience Design (AXD). This introductory course gives you the shape of the method: where agents should act, how to design their behavior, and how to deploy them with governance, trust and human-centric experience at the core. When you're ready to run it end to end, continue with the full Agentic Experience Design course.
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INDUSTRY CERTIFICATION SERIES
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SUBSCRIPTION
LEVEL
VIDEOS
NEXT STEP
ON-DEMAND VIDEO AND TASKS
COURSE PLAN
BEGINNER
17
AXD FULL COURSE
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CERTIFICATE
SUBSCRIPTION
LEVEL
VIDEOS
ON-DEMAND VIDEO AND TASKS
COMPLETION
COURSE PLAN
BEGINNER
23
FORMAT


CERTIFICATE
SUBSCRIPTION
LEVEL
VIDEOS
ON-DEMAND VIDEO AND TASKS
COMPLETION
COURSE PLAN
BEGINNER
23
CERTIFICATES
LEAD INSTRUCTOR

Hans Van Dam

FOUNDER & CEO
CDI
ABOUT
Agentic systems are transforming how organisations design and deliver customer experiences. Instead of rigid workflows or scripted bots, AI agents can reason, take action, and coordinate across systems. Designing these experiences requires a new discipline: Agentic Experience Design (AXD).

In this course, you will be introduced to the the 12-step CDI Method for AXD, a structured approach to decide where agents should act, to design how they behave, and how to deploy them responsibly at scale. Rather than focusing on prompts or specific tools, the course emphasises human-centric design, governance, and real-world decision making. You will learn how to define agent roles, map complex context, design golden conversations, structure enterprise knowledge, and integrate agents into systems while maintaining trust and control.

By the end of the course, you will understand how to design, validate, and deploy agentic systems that are effective, safe, and aligned with real human needs. This course gives you the shape of the method. The full Agentic Experience Design course teaches you to run it, with six modules and 60 lessons applying all twelve steps, and prepares you for the Professional AXD certification exam.

Perfect if you…

  • Are new to agentic design and want to understand the method before committing to the full course
  • Work with conversational AI, customer experience or digital automation and want to know how AI agents change your work
  • Lead or sponsor AI initiatives and need a shared language for deciding where agents should act
  • Are a conversation designer, product manager, CX leader, AI practitioner or innovation lead

Might not be right if you…

  • Are looking for programming tutorials, coding instruction or orchestration frameworks
  • Are focused purely on prompt engineering rather than experience design and governance
  • Already know the method and want to apply it end to end; take the full Agentic Experience Design course instead
SKILLS

What you will learn

  • Understand the shift from traditional automation to agentic systems, and why it changes how experiences are designed
  • See how Conversational Capital is built or burned when agents act on people's behalf
  • Distinguish bots, workflows, assistants and agents
  • Get an overview of the 12-step CDI Method for Agentic Experience Design (AXD), from scoping use cases to deployment
  • Recognise where AI agents add value in customer journeys, and where automation should not be used
  • Understand the role of guidelines, the Agentic Canvas and golden conversations in designing agent behavior
  • See how testing, knowledge architecture and tool integration keep agents safe and trustworthy at scale

What you will get

  • Introduction to Agentic Experience Design Course.
Core Course

Introduction to Agentic Experience Design

Learn how to design responsible, effective AI agents using the CDI Method for Agentic Experience Design (AXD). This course teaches how to decide where agents should act, design their behavior, and deploy them with governance, trust, and human-centric experience at the core.
ABOUT THIS COURSE 
  • Format
    On-demand video, workbook and quizzes
  • On Completion
    Certificate of completion
  • Available on
    Free, Learn Only and certified plans
LEAD INSTRUCTOR

Hans van Dam

FOUNDER & CEO
CONVERSATION DESIGN INSTITUTE
CERTIFICATES & EXAM
Finish this course for a certificate of completion. 
COURSE CERTIFICATE
ABOUT
Agentic systems are transforming how organisations design and deliver customer experiences. Instead of rigid workflows or scripted bots, AI agents can reason, take action, and coordinate across systems. Designing these experiences requires a new discipline: Agentic Experience Design (AXD).

In this course, you will be introduced to the the 12-step CDI Method for AXD, a structured approach to decide where agents should act, to design how they behave, and how to deploy them responsibly at scale. Rather than focusing on prompts or specific tools, the course emphasises human-centric design, governance, and real-world decision making. You will learn how to define agent roles, map complex context, design golden conversations, structure enterprise knowledge, and integrate agents into systems while maintaining trust and control.

By the end of the course, you will understand how to design, validate, and deploy agentic systems that are effective, safe, and aligned with real human needs. This course gives you the shape of the method. The full Agentic Experience Design course teaches you to run it, with six modules and 60 lessons applying all twelve steps, and prepares you for the Professional AXD certification exam.

Perfect if you…

  • Are new to agentic design and want to understand the method before committing to the full course
  • Work with conversational AI, customer experience or digital automation and want to know how AI agents change your work
  • Lead or sponsor AI initiatives and need a shared language for deciding where agents should act
  • Are a conversation designer, product manager, CX leader, AI practitioner or innovation lead

Might not be right if you…

  • Are looking for programming tutorials, coding instruction or orchestration frameworks
  • Are focused purely on prompt engineering rather than experience design and governance
  • Already know the method and want to apply it end to end; take the full Agentic Experience Design course instead
SKILLS

What you will learn

  • Understand the shift from traditional automation to agentic systems, and why it changes how experiences are designed
  • See how Conversational Capital is built or burned when agents act on people's behalf
  • Distinguish bots, workflows, assistants and agents
  • Get an overview of the 12-step CDI Method for Agentic Experience Design (AXD), from scoping use cases to deployment
  • Recognise where AI agents add value in customer journeys, and where automation should not be used
  • Understand the role of guidelines, the Agentic Canvas and golden conversations in designing agent behavior
  • See how testing, knowledge architecture and tool integration keep agents safe and trustworthy at scale
NEXT IN THIS PATHWAY

Module 2 · Agentic Experience Design

CONTENT

Course outline

MEET THE INSTRUCTOR

Hans Van Dam

CEO AND FOUNDER, CDI
In 2018, Hans co-founded the Conversation Design Institute to establish processes, techniques, and organizational standards to professionalize the role of conversation design within large enterprises.

Hans also sits upon the board of CDI Foundation, which is focused on undertaking research, education and industry development, along with providing scholarships to help people from underrepresented and disadvantaged backgrounds enter the CAI industry.  

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