# Agentic Experience Design (AXD) course | CDI certification > The complete Agentic Experience Design course from CDI: 6 modules, 60 lessons, the full 12-step CDI Method for autonomous agents, and professional AXD certification. Online, self-paced. Source: https://www.conversationdesigninstitute.com/courses/agentic-experience-design --- Course # Agentic Experience Design ![Agentic Experience Design](/assets/images/icons/course/agentic-experience-designer.svg) The complete Agentic Experience Design (AXD) course: 6 modules and 60 lessons teaching the full 12-step CDI Method for autonomous agents, from scoping and guidelines to the Agentic Canvas, testing, knowledge architecture, tool contracts and phased rollout. [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Browse library ](/topics/browse-library) Get the complete AXD course - 6 modules and 60 video lessons - plus the CDI Academy's 40+ topic-based courses, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base, with our Course Plan for $49.95/mo (or $37.46/mo billed yearly). New to agentic design? Start with the [Introduction to AXD course.](/courses/introduction-to-agentic-experience-design/) ## Industry Certification Series Entry requirements None; the Introduction to Agentic Experience Design is recommended Complexity level Beginner to Intermediate Length of the course Approximately 15-20 hours to complete Format Online, self-paced Subtitles available English ## Your instructor ![](https://a.storyblok.com/f/323168/53x53/ce16bcd575/hans.png/m/100x0/filters:no_upscale()) Hans van Dam Founder & CEO CDI ## Certificates AXD 15K Active Students 2.5K Companies 50 Countries ## Chapters [About ](#c0000000-0000-4000-8000-000000000100) [Course modules ](#c0000000-0000-4000-8000-000000000200) [Download syllabus ](#c0000000-0000-4000-8000-000000000300) [Skills ](#c0000000-0000-4000-8000-000000000400) [What's included ](#c0000000-0000-4000-8000-000000000500) [Exams & Certificates ](#c0000000-0000-4000-8000-000000000600) [Reviews & Testimonials ](#c0000000-0000-4000-8000-000000000700) [ Subscribe ](https://learn.conversationdesigninstitute.com/plans) [ Introduction to AXD ](/courses/introduction-to-agentic-experience-design) Get this course, plus 40+ topic-based modules, 500+ videos, 200+ hours of content, and a weekly expanding knowledge base with our Course Plan for $49.95/month. Want to start with an introduction? Explore the [Introduction to AXD](/courses/introduction-to-agentic-experience-design/) course. ## The full course in designing AI agents that act on behalf of people Agentic systems are changing how organisations design and deliver customer experiences. Instead of following rigid workflows or scripts, AI agents reason, take action and coordinate across systems on people's behalf. Every one of those actions either builds Conversational Capital, the trust that compounds slowly and collapses suddenly, or erodes it. Designing these experiences requires a new discipline: **Agentic Experience Design** (AXD). The Introduction to Agentic Experience Design gave you the shape of the method. This course teaches you to run it. Six modules take you from first principles to a live, monitored agent, applying the complete **12-step CDI Method** to agents that book, approve, transfer and decide. Rather than focusing on prompts or specific tools, it emphasises human-centric design, governance and real-world decision making. This course forms the foundation of CDI's AXD certification. By the end, you will be able to design, validate and deploy agentic systems that are effective, safe and aligned with real human needs. ## Why AXD exists Traditional Conversational AI answers questions. Agentic systems take action. That shift moves risk from the conversation to the outcome: a wrong answer costs a moment; a wrong action costs money, records, or trust. AXD is CDI's methodology for that reality. It gives you a systematic way to decide where an agent should act, how much authority it should have, what it must never do, and how to prove all of that before launch and keep proving it afterwards. ## What you will learn At the end of the course you will be able to: - Understand how Conversational Capital compounds and collapses, and why agents that act put it at greater risk than systems that only answer - Distinguish bots, workflows, assistants and agents, and choose the right one for a use case - Scope agent use cases by value and risk to trust, and explicitly exclude what should never be automated - Research users for agentic contexts, including power dynamics, vulnerability and cognitive load - Select models and platforms on customer outcomes, not benchmarks - Write project-level guidelines and distinguish them from rules, constraints and policies - Map human and agent context with the Agentic Canvas and design for mentalizing - Define golden conversations that set the standard for intent, tone, resolution and dignity - Write an Agent Charter with role, scope, authority tiers and escalation criteria - Test designs with stakeholders, users and adversaries before a line of code is written - Diagnose test findings and fix the right layer: constraint or knowledge - Build knowledge architecture that resolves Content Debt at source - Specify tool contracts with inputs, outputs, side effects and reversibility - Launch through phased rollout with readiness gates, rollback and incident response - Monitor behaviour and trust, not just containment, and prevent Responsibility Decay ## Is this the right course for me? Watch this video to find out ![](https://a.storyblok.com/f/323168/53x53/ce16bcd575/hans.png/m/100x0/filters:no_upscale()) Hans van Dam Founder & CEO CDI 3:45 min ![](https://img.youtube.com/vi/ElmN7K5GmdE/maxresdefault.jpg) ## Flexible Payment options ![PayPal](/assets/images/components/molecules/content-module-payment-options/paypal.svg) ![Adyen](/assets/images/components/molecules/content-module-payment-options/adyen.svg) ![iDEAL](/assets/images/components/molecules/content-module-payment-options/ideal.svg) ![Apple Pay](/assets/images/components/molecules/content-module-payment-options/apple-pay.svg) ![MasterCard](/assets/images/components/molecules/content-module-payment-options/mastercard.svg) ![American Express](/assets/images/components/molecules/content-module-payment-options/american-express.svg) ![Visa](/assets/images/components/molecules/content-module-payment-options/visa.svg) ## Modules ![Foundation](/assets/images/icons/thick-dots/diamond.svg) ### Foundation 13 lessons 8 quizzes Agents change what customer experience is made of. This module explains the shift from industrial to cognitive service, why conversations have become capital that organisations build or quietly burn, and what that means for the people who design them. It defines Agentic Experience Design, distinguishes bots, workflows, assistants and agents, introduces the core agent archetypes, and covers how LLMs actually behave. You finish ready to begin the 12-step CDI Method. ![Strategy](/assets/images/icons/thick-dots/diamond.svg) ### Strategy 16 lessons 15 quizzes Good agents start with the right problem. Step 1, Scope Use Cases, covers use case discovery, journey-first thinking, journey debt and organisational readiness. Step 2, Identify Users, examines modern user behavior, emotional expectations of machines, human-agent power dynamics and moments of vulnerability. Step 3, Consider Technology, covers model selection, the autonomy spectrum, and control and capability surfaces. Step 4, Develop Guidelines, defines the rules that govern agent behavior and how to prioritize them when they conflict. You finish knowing what to automate, for whom, and within what limits. ![Design](/assets/images/icons/thick-dots/diamond.svg) ### Design 19 lessons 11 quizzes Good agents are designed before they are built. Step 5, Mentalize Context, uses the Agentic Design Canvas to map human context and define an agent's capabilities, constraints and obligations. Step 6, Golden Conversations, turns that context into interaction patterns, including failure, escalation and tool use. Step 7, Agent Artifacts, specifies the agent's role, scope and behavior, with the system prompt as a design specification. Step 8, Testing, validates the design through design review, user and adversarial testing, and evaluation sets. Step 9, Feedback and Iteration, feeds what you learn back into the design. You finish with a validated agent design ready to build. ![Build](/assets/images/icons/thick-dots/diamond.svg) ### Build 6 lessons 1 quiz An agent is only as good as what it knows and what it is allowed to do. Step 10, Knowledge and Architecture, explains why fixing prompts no longer scales and how to structure and ground knowledge instead. Step 11, Tool Integration, covers tool and integration contracts, governed capability surfaces, and the boundaries and permissions that keep an agent's actions safe. You finish able to connect an agent to knowledge and systems without losing control. ![Operate](/assets/images/icons/thick-dots/diamond.svg) ### Operate 3 lessons Launch is the start of an agent's working life, not the end of the project. Step 12, Deploy and Operate, covers launch preparation and deployment strategy, the trust, safety and regulatory obligations that come with agents that act, and the observability and monitoring needed once an agent is live. You finish able to deploy an agent and keep improving it at scale. ![Synthesis](/assets/images/icons/thick-dots/diamond.svg) ### Synthesis 2 lessons The method only works as a whole. This module revisits the AXD Blueprint to connect all twelve steps, from scoping use cases to deploying and optimizing, into one practice. You finish with a complete framework to apply to your own agentic work. AXD ## Download the full course syllabus ### Curious about what you'll learn? Download the complete syllabus with detailed curriculum breakdown of the 12-step CDI Method, frameworks, skills, and certification requirements. [ Download the Syllabus ](/resources/download/axd-syllabus) ## Skills you'll learn At the end of the course you will be able to: - Decide where agency belongs and where it would destroy trust - Map complete context with the Agentic Canvas - Set authority tiers: act, confirm, escalate - Write guidelines and an Agent Charter that engineers can implement - Design and document golden conversations - Run stakeholder, user and adversarial testing before build - Structure enterprise knowledge for retrieval - Specify safe tool contracts for write operations - Take an agent through readiness gates and phased rollout - Monitor Conversational Capital trajectory and act on drift ## What's included Enrol in the Agentic Experience Design course and you'll have access to: - Complete AXD methodology: 6 modules and 60 video lessons covering Foundation, Strategy, Design, Build, Operate and Synthesis - Practical exercises: reflection prompts and hands-on assignments after each lesson, built around the Moonshot case - Practical frameworks: the downloadable Agentic Canvas, the AXD Blueprint and the full 12-step CDI Method - Exclusive discounts: preferred pricing for CDI events, workshops and advanced courses - Community access: the CDI alumni network across healthcare, finance, insurance and enterprise ## Additional benefits ### Regular Webinars & Expert Classes Join virtual live sessions and learn from industry practitioners. CDI hosts regular webinars covering agent design implementations, emerging frameworks, regulatory considerations, and real-world case studies. ### Join Our Online Community Connect with 15,000+ CDI-certified professionals across industries. The CDI alumni network spans healthcare systems, financial institutions, insurance companies, and enterprises facing similar autonomous agent challenges. Share implementations, ask questions, learn from peer experiences, and access the international job board. ### Live Events & Conferences As an AXD student, you get discounts to all CDI events. Whether it's virtual festivals or in-person Beyond Boundaries conferences, you'll have early access and preferred pricing. ## Professional AXD certification On completing all modules and assessments you can sit the AXD certification exam. Passing it earns the Professional AXD certification from CDI. The certification ($899) is bought separately from the course and includes the exam and one free retake. The certification demonstrates: - Mastery of the 12-step CDI Method applied to autonomous agents - Ability to scope, charter and bound agents in high-stakes contexts - Competence in testing, knowledge architecture and tool integration - Understanding of Conversational Capital and how to protect it at scale ## Reasons to get certified ### Professional credibility AXD certification validates your expertise in autonomous agent design, enhancing credibility with employers, clients, and stakeholders in regulated industries. ### Industry recognition As autonomous agents become central to organisational strategy, AXD certification positions you as a qualified expert in this emerging field. ### Career advancement With AXD certification, you're positioned for leadership roles in agent design, Customer Experience (CX) innovation, and product management for autonomous systems. ### Skill validation The certification ensures comprehensive understanding of agent design principles, frameworks, and best practices for trust preservation at scale. ### Competitive advantage In a market flooded with prompt engineering courses, AXD certification demonstrates systematic methodology for designing agents responsibly in high-stakes contexts. ### Networking opportunities Connect with practitioners across healthcare, finance, insurance implementing autonomous agents using AXD frameworks. ### Access to resources Certified professionals gain access to methodology updates, emerging frameworks, webinars, and advanced courses as the field evolves. ### Enhanced quality of work The training enables you to design agents that build Conversational Capital instead of destroying it, protecting your organisation's most valuable asset. ## Agentic Experience Design Certificate The AXD certification establishes you as an expert in designing autonomous AI agents that preserve trust at scale. AXD ### Agentic Experience Design The AXD certification establishes you as an expert in designing autonomous AI agents that preserve trust at scale. Focus areas: Conversational Capital, the 12-step CDI Method, Agentic Canvas, Authority Tiers, Exclusions Framework, testing methodologies, phased deployment, and capital trajectory monitoring. [ Learn more ](/courses/agentic-experience-design/axd) ## Reviews & testimonials Hear from our students about their experiences and the impact of our programs. ### Join students from 50 countries, certified by CDI ![Cindy Cardol](https://a.storyblok.com/f/323168/200x200/d809c1f0d1/cindy-cardol.jpeg/m/200x0/filters:no_upscale()) Cindy Cardol ![](https://a.storyblok.com/f/323168/189x47/16e9514538/abn-amro.png) ![Stephen Lee](https://a.storyblok.com/f/323168/400x400/574b819653/stephen.jpeg/m/200x0/filters:no_upscale()) Stephen Lee ![](https://a.storyblok.com/f/323168/150x43/2260f338d7/vodafone.png) ![Tobias Ditzer](https://a.storyblok.com/f/323168/400x400/128b84b775/tobias.jpeg/m/200x0/filters:no_upscale()) Tobias Ditzer ![](https://a.storyblok.com/f/323168/1400x354/838a75b620/mercedes.png) ![Lorraine Burrell](https://a.storyblok.com/f/323168/800x800/2a2dd66b43/lorraine.jpeg/m/200x0/filters:no_upscale()) Lorraine Burrell ![](https://a.storyblok.com/f/323168/1920x1080/194be69bab/lloyds.png) ![Austin Bedford](https://a.storyblok.com/f/323168/400x400/9a68313ae5/austin.jpeg/m/200x0/filters:no_upscale()) Austin Bedford ![](https://a.storyblok.com/f/323168/512x512/b2f16398bb/stanford-university-logo.png) ![Matthew Smith](https://a.storyblok.com/f/323168/400x400/2012662e91/mathew-smith.jpeg/m/200x0/filters:no_upscale()) Matthew Smith ![](https://a.storyblok.com/f/323168/300x68/6b7ce1ed73/replicant.png) ![Marloes van der Stelt](https://a.storyblok.com/f/323168/200x200/dae0a2b99c/marloes-van-der-stelt.jpeg/m/200x0/filters:no_upscale()) Marloes van der Stelt ![](https://a.storyblok.com/f/323168/500x378/9e131d47ef/vgz.png) ![Francesco Palma](https://a.storyblok.com/f/323168/400x400/1ae48fce25/francesco.jpeg/m/200x0/filters:no_upscale()) Francesco Palma ![](https://a.storyblok.com/f/323168/137x22/0d2a43005b/liveprson.png) “I've been working as a Conversation Designer for about a year now and I wanted to learn more about training the model. So I did! Thanks Conversation Design Institute for the great course!” ![](https://a.storyblok.com/f/323168/560x560/f5be67267a/rick.jpeg/m/100x0/filters:no_upscale()) Rick Witjes ABN Amro Interaction Designer ![](https://a.storyblok.com/f/323168/494x494/05c91f6eb7/aliena.jpeg/m/100x0/filters:no_upscale()) Aliena Cai Aliena Design LLC CEO 6:11 min ![](https://img.youtube.com/vi/isZf-U5o9-E/maxresdefault.jpg) “I have been through my share of corporate educations, but this hands down one of the best. Conversation Design Institute Conversation Design is masterfully presented by Hans van Dam and provides great hands on advice on ways how to make bots speak human! ” ![](https://a.storyblok.com/f/323168/400x400/40094680c8/jan.jpeg/m/100x0/filters:no_upscale()) Jan Jurjević Infobip Senior CX Consultant ## Team training & certification Are you building autonomous agents across your organization? Invest in your team's ability to design responsibly at scale. CDI provides tailored AXD training, bringing your entire team up to speed on systematic methodology for autonomous agent design. Through collaborative workshops, hands-on projects applying AXD frameworks to your specific use cases, and expert-led sessions, we ensure your team develops shared understanding and structured approach to preserving Conversational Capital. With team certification, you validate your team's expertise, ensuring they're capable of designing agents that build trust, not destroy it. [ Discover more ](/conversational-ai-for-business/team-training-and-certification) ![](/assets/images/components/molecules/team-training/building.svg) ## Trusted by global brands ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ![](/assets/images/brands/black/t-mobile.png) ![](/assets/images/brands/black/natwest.png) ![](/assets/images/brands/black/optum.png) ![](/assets/images/brands/black/jp-morgan.png) ![](/assets/images/brands/black/vodafone.png) ![](/assets/images/brands/black/kpn.png) ## Career opportunities The world of autonomous AI is rapidly evolving. AXD methodology positions you for the roles emerging around it. ### Where AXD takes you Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, product manager for autonomous systems, and trust and safety specialist. The AXD certificate is how you show it. [ About the AXD certificate ](/courses/agentic-experience-design/axd) ![Where AXD takes you](https://a.storyblok.com/f/323168/680x592/fd2a0a0285/axd-mark-navy-on-white-680x592.svg/m/680x0/filters:no_upscale()) Understanding AXD methodology positions you for roles where someone has to decide what an agent may do and prove it is safe, such as Agentic Experience Designer, CX innovation lead, product manager for autonomous systems, and trust and safety specialist. The AXD certificate is how you show it. [ About the AXD certificate ](/courses/agentic-experience-design/axd) ## Also get access to these top courses [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) ![Introduction to Agentic Experience Design](/assets/images/icons/course/introduction-agentic-experience-designer.svg) ### [Introduction to Agentic Experience Design](/courses/introduction-to-agentic-experience-design) In our Introduction to Agentic Experience Design course you will learn our systematic methodology for designing autonomous AI agents. You will understand the fu… 4 hours 8 modules [Conversation Designer](/courses/conversation-designer) ![Conversation Designer](/assets/images/icons/course/conversation-designer.svg) ### [Conversation Designer](/courses/conversation-designer) This technology-agnostic course teaches you to design human-centric, inclusive, and goal-oriented AI Assistants. 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Designed for conversation designers, AI trainers, and business stakeholders, it covers conversational AI social and ethical considerations, risk… 5 hours 1 modules [Browse CDI’s entire library of 500+ videos](/topics/browse-library) ### [Browse CDI’s entire library of 500+ videos](/topics/browse-library) [ Browse course module library ](/topics/browse-library) ## FAQs ### How is this different from the Introduction to Agentic Experience Design? The introduction is an overview of the method. This course teaches every step in full, with exercises and worked cases, and prepares you for the AXD certification exam. ### Can I complete the training on desktop and mobile? Yes. Our platform is fully optimised for both desktop and mobile devices. For the best on-the-go learning experience, we recommend downloading our app. ### Once I've subscribed, how does it work? Once you subscribe you get immediate access to all 6 modules, exercises, quizzes and the downloadable Agentic Canvas. Learn at your own pace and revisit lessons anytime. When you are ready, buy the AXD certificate to sit the exam. ### How quickly can I start learning online? Immediately. Once your payment is processed, you'll receive access details by email and can begin the course right away. ### Do I need specific software to complete this course? No special software is required. All you need is a device with internet access, whether laptop, tablet, or smartphone. ### How is this different from your other courses? AXD is specifically designed for autonomous agents that make decisions and take actions on behalf of humans. If you're building systems that act autonomously in high-stakes contexts (healthcare, finance, insurance), you need AXD. ### Is this course specific to certain industries? The methodology applies across industries where trust violations have real consequences. If you're serving vulnerable users or operating in high-stakes contexts, this course directly addresses your challenges. ### Do I get a certificate? Yes. Once you have completed the course, buy the AXD exam ($899, one free retake included) and pass to earn the AXD certificate from CDI. ### Can I get a refund if I'm not satisfied? We offer a 30-day money-back guarantee. If AXD methodology doesn't meet your expectations, contact us at support@conversationdesigninstitute.com within 30 days for a full refund. ### If I'm buying team access, can I get a discount? Yes. We offer special pricing for team enrollments and enterprise licensing. Contact our team at clientservices@conversationdesigninstitute.com for volume pricing and custom implementation support. ### Can I take just the certification exam? Yes. Experienced practitioners can buy the AXD certificate and sit the exam without taking the course. The exam covers the complete course, so contact us if you would like advice on whether you are ready. Courses Certificates ## Subscription Plans & Pricing Bill yearly Save $150 Bill monthly You save 3 months with the annual plan ### Course plan $ 49.95/month or $37.46/month if you pay yearly.$ 37.46/month ($ 449.55/year: Save $150) Designed for professionals seeking to enhance their expertise in Conversational AI. - Access to all CDI courses (Current and future) - Quizzes to test your knowledge - 12+ Closed expert-led classes per year - Regular new content - Expert classes and webinars - Access to recordings of events, classes and webinars - Supporting diversity scholarships Access the extensive database of CDI courses, course modules, and co-created partner courses. Stay updated with new content and engage in expert-led classes and live events, all tailored to deepen your understanding of key topics. And to give you extra peace of mind, we offer a money-back guarantee within the first three days. [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-monthly&type=subscription) [ Subscribe ](https://learn.conversationdesigninstitute.com/payment?product%5Fid=course-annual-subscription&type=subscription) ### Enterprise plan Custom pricing For businesses looking to elevate their AI teams' capabilities. - Access to CDI's knowledge base and training with over 700 videos - Customized team training and certification program - Enterprise dashboard with team progress, access management and reporting - Bespoke workshops - Access to expert classes and webinars - Access to recordings of events, classes and webinars - Consulting services - Supporting diversity scholarships - Mastery certification package including all CDI core and co-created certificates - Onboarding of the team with CDI specialist - Dedicated account manager to support students as they progress - Free Conversational AI Maturity Assessment This custom plan offers comprehensive assessment, training, office hours, and consulting services as its core features. Get access to tailored training programs, expert guidance during office hours, and personalized consulting to address your organization's unique needs. [ Contact us ](/contact) ## Work with our experts However you work with us, the outcome is the same: AI conversations that are measured, fixed, governed, and run by people trained to keep them right. [ Get in touch ](/contact)[ Building a team ](/blog/full-stack-conversational-ai-team) [Assessment](/conversational-ai-for-business/assessment) ![Assessment](https://a.storyblok.com/f/323168/2912x1632/28f405a76c/auditing.jpeg/m/0x520/filters:no_upscale()) ### [Assessment](/conversational-ai-for-business/assessment) Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework. [ Read more ](/conversational-ai-for-business/assessment) [Team training and certification](/conversational-ai-for-business/team-training-and-certification) ![Team training and certification](https://a.storyblok.com/f/323168/7360x4912/eee2ca34b7/adobestock_437282296.jpeg/m/0x520/filters:no_upscale()) ### [Team training and certification](/conversational-ai-for-business/team-training-and-certification) Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others. [ Read more ](/conversational-ai-for-business/team-training-and-certification) [Consulting](/conversational-ai-for-business/consulting) ![Consulting](https://a.storyblok.com/f/323168/8213x5478/3d0fe4f629/website.jpeg/m/0x520/filters:no_upscale()) ### [Consulting](/conversational-ai-for-business/consulting) Some agentic AI work needs senior practitioners. CDI sends people who've built and rebuilt AI agents inside banks, insurers, healthcare providers and public-sector teams. [ Read more ](/conversational-ai-for-business/consulting) [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) ![Forward-Deployed Experts](https://a.storyblok.com/f/323168/1600x1067/6b764e62a8/forward_deployed_certified_expert_cdi.jpg/m/0x520/filters:no_upscale()) ### [Forward-Deployed Experts](/conversational-ai-for-business/forward-deployed-experts) We place a certified CDI expert inside your team to improve the conversations you already run, working to the CDI Standards and the CDI Method. [ read more ](/conversational-ai-for-business/forward-deployed-experts)