Scaling AI in CX: Avoiding the Pitfalls and Building for Impact

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This webinar previews an upcoming in-depth course developed by COPC and the Conversation Design Institute. It’s designed to give CX leaders and practitioners a concrete framework for planning, designing, and governing AI assistants that deliver real results.

This session previews an upcoming in-depth course developed by COPC and the Conversation Design Institute. It’s designed to give CX leaders and practitioners a concrete framework for planning, designing, and governing AI assistants that deliver real results.

Whether you’re working on your first assistant or scaling across markets, this session delivers key concepts and common pitfalls that can make or break your initiative.

What you’ll learn:

A practical overview of the 6 Pillars framework for planning conversational AI
Real-world examples of AI success—and where it went wrong
Strategies for aligning AI with BOTH customer expectations and operational goals
Why many AI assistants never reach scale—and how to fix that

Why attend?

If your organization is pushing AI forward, but you’re unsure how to scale responsibly, you’re not alone. Many teams rush to deploy without building the foundations for long-term success.

This webinar shares the core of what COPC and CDI teach in their joint executive course. Expect insights you can use immediately—and a clear sense of what it takes to go further.

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.