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Before you decide what to fix, you need an honest read on where you stand, scored against the CDI Standards Framework.
Get AI conversations right
Thanks for visiting CDI at the Engage Customer Summit.
Every conversation your AI has with a customer either builds trust or burns it. We call it Conversational Capital.
Read our whitepaper, see our offer for you at the Engage Customer Summit, and start the conversation about getting AI conversations right.
Our offer to you at the Engage Customer Summit
Is it built right?
Our Light Assessment reviews your assistant against the CDI Standards and tells you what's wrong, in priority order, with a roadmap to put it right.
Is it building trust?
Our Conversational Capital Baseline Assessment reads a sample of your real conversations and returns one score for whether they're building the trust your brand depends on, or quietly spending it, with the three to five fixes worth doing first.
Leadership readout
We run both together, and Hans van Dam, CDI's CEO, reads out the results to your leadership team in person.
Ten places
Ten places for organisations that commit at the summit. Half your fee is credited against a comprehensive assessment or a consulting engagement signed within 90 days.
Whitepaper: Conversational Capital: the asset you're already managing but not yet measuring
Our whitepaper on the trust your AI is building, or spending, with every customer conversation, and how to put a number on it. It covers:
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why the numbers on your dashboard can look healthy while trust drains underneath them
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the six laws of Conversational Capital
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who in your organisation should own this as an asset
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what to fix first
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how one score, your Conversational Capital Rating, tells you whether your AI is building trust or burning it.
Download your copy
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“Stop thinking of conversations as costs to be managed. Start thinking of them as moments where an asset is built or destroyed.”
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Your dashboards look healthy. Trust can drain underneath them.
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Containment is rising
So are calls about the same topics. The AI logs a success; the customer gives up and finds another way in. Your dashboard counts the first and never sees the second.
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CSAT is stable
Complaints are not. The customers who gave up halfway never fill in the survey, so the score is drawn from the people who already got what they wanted.
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Handling time is down
Speed tells you what the call cost. It doesn't tell you what the conversation left behind: a customer who trusts you a little more, or a little less.
Learn more about Conversational Capital
Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it.
Get in touch
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The idea
Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital.
Measure it
A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where.
Grow it
Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends.
Get in touch
Form submitted
Thanks, we’ll be in touch soon.
Work with our experts
Team training and certification
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Tools change every quarter. Trained, certified people are what compounds. Professionals, certified against the standards used inside Vodafone, NatWest, and many others.
Consulting
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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.
Forward-Deployed Experts
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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.
