# Strategy - Browse the CDI library Source: https://www.conversationdesigninstitute.com/topics/browse-library/strategy --- # Browse the full CDI library Explore our extensive database of courses, modules, webinars, and expert class recordings on Conversational AI. Learn at your own pace and stay ahead with the latest insights and best practices. ## Browse full library Show filters [Popular](/topics/browse-library/popular)[Newest](/topics/browse-library/newest) Categories [Agentic Experience Design](/topics/browse-library/agentic-experience design)[AI Training](/topics/browse-library/ai-training)[BBB24](/topics/browse-library/bbb24)[BBB26](/topics/browse-library/bbb26)[Behavior Design](/topics/browse-library/behavior-design)[Best Practices](/topics/browse-library/best-practices)[CAI Technology](/topics/browse-library/cai-technology)[CDI Fest](/topics/browse-library/cdi-fest)[Certification](/topics/browse-library/certification)[Channels](/topics/browse-library/channels)[Chatbot](/topics/browse-library/chatbot)[Conversation Design](/topics/browse-library/conversation-design)[Conversational AI](/topics/browse-library/conversational-ai)[Courses](/topics/browse-library/courses)[Customer Experience](/topics/browse-library/customer-experience)[Data & Security](/topics/browse-library/data-& security)[Design Patterns](/topics/browse-library/design-patterns)[Design Workflow](/topics/browse-library/design-workflow)[Enterprise Deployments](/topics/browse-library/enterprise-deployments)[Ethics](/topics/browse-library/ethics)[Generative AI & LLMs](/topics/browse-library/generative-ai & llms)[Implementation Workflow](/topics/browse-library/implementation-workflow)[Inclusivity](/topics/browse-library/inclusivity)[Intents](/topics/browse-library/intents)[IVR](/topics/browse-library/ivr)[Linguistics](/topics/browse-library/linguistics)[Metrics](/topics/browse-library/metrics)[Persona](/topics/browse-library/persona)[Prompt Design](/topics/browse-library/prompt-design)[Strategy](/topics/browse-library/strategy)[Teams](/topics/browse-library/teams)[Technology](/topics/browse-library/technology)[Testing](/topics/browse-library/testing)[Tooling](/topics/browse-library/tooling)[Unprompted](/topics/browse-library/unprompted)[Use Cases](/topics/browse-library/use-cases)[Vendor](/topics/browse-library/vendor)[Vendor Platforms](/topics/browse-library/vendor-platforms)[Voice](/topics/browse-library/voice)[Voice Assistants](/topics/browse-library/voice-assistants)[Webinars](/topics/browse-library/webinars) [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-a-conversational-ai-platform-that-scales) ![How to Build a Conversational AI Platform That Scales](https://api.us-e2.learnworlds.com/imagefile//d37d65c16eea034f32052438094d1ca2.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [How to Build a Conversational AI Platform That Scales](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-a-conversational-ai-platform-that-scales) A candid conversation with Alan Nichol (Rasa) and Hans van Dam on what it really takes to build conversational AI platforms in the LLM era: what’s cha… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-build-a-conversational-ai-platform-that-scales) [Scaling Delivery in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=scaling-delivery-in-conversational-ai) ![Scaling Delivery in Conversational AI](https://api.us-e2.learnworlds.com/imagefile//581a963a3121e2718c9418163487e524.jpg?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Scaling Delivery in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=scaling-delivery-in-conversational-ai) In this episode of Unprompted, Hans van Dam speaks with enterprise AI leader Divyanshu Jain about scaling conversational AI delivery. They unpack why… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-delivery-in-conversational-ai) [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2026-what-we-think-still-matters) ![Conversational AI in 2026: What (We Think) Still Matters](https://api.us-e2.learnworlds.com/imagefile//e2e9c2c5e9aae3d111e92db2fb2c778b.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Conversational AI in 2026: What (We Think) Still Matters](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2026-what-we-think-still-matters) After a year of rapid change in conversational AI, the real work remains the same: building assistants that actually perform. Join CDI’s consultancy e… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2026-what-we-think-still-matters) [Career Building in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=career-building-in-conversational-ai) ![Career Building in Conversational AI](https://api.us-e2.learnworlds.com/imagefile//65de953047a465545cac8faa994e6188.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Career Building in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=career-building-in-conversational-ai) Hillary Black joins CDI’s Rachel Whitehorn to unpack how conversation design roles are evolving, from scripted flows to prompt-based systems. She shar… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=career-building-in-conversational-ai) [From Data to Impact: Measuring Agent Success in the Generative AI Era](https://learn.conversationdesigninstitute.com/course?courseid=from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) ![From Data to Impact: Measuring Agent Success in the Generative AI Era](https://api.us-e2.learnworlds.com/imagefile//46e7c34f611d1e1720c653129ea6b6ea.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [From Data to Impact: Measuring Agent Success in the Generative AI Era](https://learn.conversationdesigninstitute.com/course?courseid=from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) Discover how to unlock value from your conversational data to smash through the glass ceiling of your AI assistant performance. Gain practical strateg… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=from-data-to-impact-measuring-agent-success-in-the-generative-ai-era) [Ethics, Education, & Ethnography in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=ethics-education-and-ethnography-in-conversational-ai) ![Ethics, Education, & Ethnography in Conversational AI](https://api.us-e2.learnworlds.com/imagefile//16de7010fcf8962917e319a2cfbcffca.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Ethics, Education, & Ethnography in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=ethics-education-and-ethnography-in-conversational-ai) In this episode of Unprompted, we sit down with Dr. Liz Rodwell, anthropologist, UX researcher, and Associate Professor of Digital Media at the Univer… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=ethics-education-and-ethnography-in-conversational-ai) [Designing Multilingual Conversational AI ](https://learn.conversationdesigninstitute.com/course?courseid=designing-multilingual-conversational-ai) ![Designing Multilingual Conversational AI ](https://api.us-e2.learnworlds.com/imagefile//613920ef1ca1bd02b6589f4251b25d4c.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Designing Multilingual Conversational AI ](https://learn.conversationdesigninstitute.com/course?courseid=designing-multilingual-conversational-ai) In this episode of Unprompted, Greg Bennett joins CDI’s Hans van Dam to discuss the evolution from conversation to prompt design, the role of “taste”… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=designing-multilingual-conversational-ai) [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-agents-from-a-cx-perspective) ![Scaling AI Agents from a CX Perspective](https://api.us-e2.learnworlds.com/imagefile//b8202f2fe74e6bcae5c480dc0ae56f90.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Scaling AI Agents from a CX Perspective](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-agents-from-a-cx-perspective) This course, developed by COPC and Conversation Design Institute, provides a practical framework for scaling AI agents within contact centers. Partici… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-agents-from-a-cx-perspective) [Building Predictable Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=building-predictable-conversational-ai) ![Building Predictable Conversational AI](https://api.us-e2.learnworlds.com/imagefile//4f37c89543fdc87b095b709a446d3b38.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Building Predictable Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=building-predictable-conversational-ai) Yam Marcovitz unpacks what it takes to build predictable, production-ready AI. From human-in-the-loop alignment to test-driven development, we explore… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=building-predictable-conversational-ai) [Scaling AI in CX: Avoiding the Pitfalls and Building for Impact](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) ![Scaling AI in CX: Avoiding the Pitfalls and Building for Impact](https://api.us-e2.learnworlds.com/imagefile//a71a26011aa57343a9a6159bb181b397.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Scaling AI in CX: Avoiding the Pitfalls and Building for Impact](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) This webinar previews an upcoming in-depth course developed by COPC and the Conversation Design Institute. It’s designed to give CX leaders and practi… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-ai-in-cx-avoiding-the-pitfalls-and-building-for-impact) [Optimizing AI](https://learn.conversationdesigninstitute.com/course?courseid=optimizing-ai) ![Optimizing AI](https://api.us-e2.learnworlds.com/imagefile//24a5ab7a766c43681b9de4aada9bc4b1.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Optimizing AI](https://learn.conversationdesigninstitute.com/course?courseid=optimizing-ai) Lauren Goerz of Rasa shares how teams can optimize conversational AI by blending LLMs with structured flows, reviewing conversations effectively, and… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=optimizing-ai) [Persona in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=persona-in-conversational-ai) ![Persona in Conversational AI](https://api.us-e2.learnworlds.com/imagefile//f4de66bfb8d386c8ba919f7c49c0c1a8.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Persona in Conversational AI](https://learn.conversationdesigninstitute.com/course?courseid=persona-in-conversational-ai) Jason Gilbert from Intuition Robotics discusses designing ElliQ, an AI companion for elderly users. He explores persona design, building trust in heal… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=persona-in-conversational-ai) [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course?courseid=your-next-step-in-conversational-ai-maturity) ![Your next step in Conversational AI maturity](https://api.us-e2.learnworlds.com/imagefile//c2f44e298a757025bdfe09ef6acef08d.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Your next step in Conversational AI maturity](https://learn.conversationdesigninstitute.com/course?courseid=your-next-step-in-conversational-ai-maturity) CDI’s Jasper Klimbie and Michelle Parayil deliver a rare, practical webinar focused on providing guidance on how mature organizations are in their Con… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=your-next-step-in-conversational-ai-maturity) [Conversational AI in 2025: What every team needs to know](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2025-what-every-team-needs-to-know) ![Conversational AI in 2025: What every team needs to know](https://api.us-e2.learnworlds.com/imagefile//8a7684ffe2f90050bfa27a2645d32a90.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Conversational AI in 2025: What every team needs to know](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2025-what-every-team-needs-to-know) Hosted by CDI Founder and CEO Hans van Dam, CDI Conversational AI Consultant Jurgen Gravestein, CDI Head of Academy Michelle Parayil, and Emcie CEO Ya… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=conversational-ai-in-2025-what-every-team-needs-to-know) [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course?courseid=customer-service-in-the-new-era-of-ai) ![Customer Service in the New Era of AI](https://api.us-e2.learnworlds.com/imagefile//ffbf9eeccca193805f4a70845d45ff3f.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Customer Service in the New Era of AI](https://learn.conversationdesigninstitute.com/course?courseid=customer-service-in-the-new-era-of-ai) AI is transforming Customer Service. But what does that mean in practice? How will AI alter your strategy and the key metrics you’ll share with your C… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=customer-service-in-the-new-era-of-ai) [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation) ![CDI Method Foundation](https://api.us-e2.learnworlds.com/imagefile//6cd64ca579979ab6ff04f9c247e6c031.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [CDI Method Foundation](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation) Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This cour… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cdi-method-foundation) [CDI Workflow](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow) ![CDI Workflow](https://api.us-e2.learnworlds.com/imagefile//9eeeb8e72bb1b7e338cb30e59967438d.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [CDI Workflow](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow) Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, an… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=cdi-workflow) [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course?courseid=maximizing-chatbot-success-metrics-and-management) ![Maximizing Chatbot Success: Metrics and Management](https://api.us-e2.learnworlds.com/imagefile//edc4161c1302da60e6ddee14a2979929.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Maximizing Chatbot Success: Metrics and Management](https://learn.conversationdesigninstitute.com/course?courseid=maximizing-chatbot-success-metrics-and-management) In this co-created module with Wysdom, a Calabrio company, we delve into the crucial aspect of Bot Management. Gain insights into strategies and techn… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=maximizing-chatbot-success-metrics-and-management) [Design for Business Value](https://learn.conversationdesigninstitute.com/course?courseid=design-for-business-value) ![Design for Business Value](https://api.us-e2.learnworlds.com/imagefile//db90e65fec2405cb5ed566e2a8d7019d.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Design for Business Value](https://learn.conversationdesigninstitute.com/course?courseid=design-for-business-value) IBM’s Thomas Watson Jr. said, “Good design is good business.” How does this apply to conversational AI today? This talk explores the benefits of prior… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=design-for-business-value) [Getting Started with Conversational AI Basics](https://learn.conversationdesigninstitute.com/course?courseid=getting-started-with-conversational-ai-basics) ![Getting Started with Conversational AI Basics](https://api.us-e2.learnworlds.com/imagefile//02948405205ad255b4339e8d22bbc328.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Getting Started with Conversational AI Basics](https://learn.conversationdesigninstitute.com/course?courseid=getting-started-with-conversational-ai-basics) Discover how AI-driven chatbots and virtual assistants can transform operations, enhance customer experiences, and improve efficiency. This webinar of… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=getting-started-with-conversational-ai-basics) [Crafting a Convincing Chatbot Business Case](https://learn.conversationdesigninstitute.com/course?courseid=crafting-a-convincing-chatbot-business-case) ![Crafting a Convincing Chatbot Business Case](https://api.us-e2.learnworlds.com/imagefile//951f28055f7f45fbcdb4210616c24dd2.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Crafting a Convincing Chatbot Business Case](https://learn.conversationdesigninstitute.com/course?courseid=crafting-a-convincing-chatbot-business-case) This session lead by Hans Van Dam and Luke Kempen from Conversation Design Institute dives into the topic of "Crafting A Convincing Chatbot Business C… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=crafting-a-convincing-chatbot-business-case) [How to Launch and Supervise a Generative Chatbot](https://learn.conversationdesigninstitute.com/course?courseid=how-to-launch-and-supervise-a-generative-chatbot) ![How to Launch and Supervise a Generative Chatbot](https://api.us-e2.learnworlds.com/imagefile//6e96c0b14b99703f5629014e5b45c124.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [How to Launch and Supervise a Generative Chatbot](https://learn.conversationdesigninstitute.com/course?courseid=how-to-launch-and-supervise-a-generative-chatbot) Stephen Broadhurst and Gregory Whiteside from HumanFirst show how to launch new bot styles by monitoring user input and supervising responses. They al… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-launch-and-supervise-a-generative-chatbot) [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice) ![How to Govern AI: Building Value and Managing Risk in Practice](https://api.us-e2.learnworlds.com/imagefile//2c927951ec958377925fd5204ccbb0a7.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [How to Govern AI: Building Value and Managing Risk in Practice](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice) Allegra Guinan is co-founder and CTO of Lumiera, a boutique advisory firm guiding leaders in designing responsible AI strategies. With extensive exper… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=how-to-govern-ai-building-value-and-managing-risk-in-practice) [Scaling Conversational AI to voice: How to bridge the gap between chat and voice](https://learn.conversationdesigninstitute.com/course?courseid=scaling-conversational-ai-to-voice) ![Scaling Conversational AI to voice: How to bridge the gap between chat and voice](https://api.us-e2.learnworlds.com/imagefile//bc422bb907a6f6c41951cb265faf7253.png?client_id=64241beecebaa1e2ab377830&width=400&height=0) ### [Scaling Conversational AI to voice: How to bridge the gap between chat and voice](https://learn.conversationdesigninstitute.com/course?courseid=scaling-conversational-ai-to-voice) Voice is becoming a key channel in omnichannel customer experience, yet moving from chat to voice requires new design and architectural approaches. In… [ Read more ](https://learn.conversationdesigninstitute.com/course?courseid=scaling-conversational-ai-to-voice)