July Open Webinar with COPC Inc

It’s with great excitement that we announce July’s open webinar - Scaling AI in CX: Avoiding the Pitfalls and Building for Impact - with COPC Inc (Customer Operations Performance Centre Inc), which is scheduled for Thursday the 24th of July at 4pm CET.

COPC are a global consulting, training and certification firm focused on improving customer experience operations.

In August, Conversation Design Institute and COPC will also be launching a course titled Scaling AI Agents from a CX Perspective together, which you can learn more about below.

Having worked closely together in the development of our upcoming course, Scaling AI in CX: Avoiding the Pitfalls and Building for Impact will be delivered by Jeff Tropeano (EVP of Global Technology at COPC Inc) along with Rachel Whitehorn (Conversational AI Consultant at CDI).

The webinar is 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 60-minute session delivers key concepts and common pitfalls that can make or break your initiative.

What attendees will 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

Jeff 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 Whitehorn

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.

Following on from July’s open webinar, COPC and Conversation Design Institute will be releasing Scaling AI Agents from a CX Perspective in four instalments from the first week of August into mid-September.

The course offers a practical framework for designing, deploying, and scaling AI agents that enhance customer service operations. From vision-setting to continuous improvement, you'll learn how to integrate AI seamlessly into your contact center strategy, without compromising on CX.

What you will learn:

•Why many AI deployments fall short and how to avoid the same mistakes


•How to apply the 6 Pillars of AI Planning to scale responsibly


•How to align AI strategy with your contact center’s vision, people, and KPIs


•What makes user-centric design and bot-to-human handoffs succeed


•How to build a culture of continuous improvement for your AI agents


•How COPC's performance standards and CDI's conversation design principles work together to drive results


Perfect for those who:

•Lead, design, or manage AI or automation initiatives in contact centers


•Are a CX, operations, or digital transformation leader exploring AI strategy


•Want a proven planning framework to scale virtual agents across channels


•Are responsible for delivering measurable service improvements with AI


To access the full course on CDI Academy’s learning platform, you will need to have an Annual Course Subscription.



This will give you access to all of CDI’s course materials (including our most popular courses like Conversation Designer, AI Trainer and The CDI Method Foundation), Expert Classes, Quizzes and more. 



With multiple new releases scheduled in the second half of 2025, there’s never been a better time to start learning with CDI.