AI Workshops for CX Teams
Redesigning Human + AI Workflows
Collaborative and hands-on AI workshops that help CX teams redesign how
humans and AI work together across real workflows.
Align frontline, sales, onboarding, and service delivery teams to redesign how humans and AI work together across the customers' journey.
"Loved the interaction & the group involvement."
Australian Red Cross
"Articulate, clear & directive - keeps you on track"
Robobank Australia
Meet Alex Allwood, Strategic Workshop Facilitator
Alex is a strategist, author and facilitator with two decades of experience in leading team workshops that help organisations innovate, navigate change, redesign ways of working and build future capability.
Redesigning How Humans and AI Work Better Together
Alex Allwood's
HUMAN+AI Approach™
MAP →
Visualise how work happens today
ALIGN →
Define human and AI roles
DESIGN →
Redesign future ways of working together
AI adoption is accelerating— but employee capability is not keeping pace.
Customer expectations are changing faster than organisations can redesign their customer journeys.
Research from McKinsey & Company found that 71% of consumers expect personalised interactions, and 76% become frustrated when brands fail to deliver them.
This creates a disconnect. Customers are adapting to AI-powered experiences that are faster, more personalised and more responsive, while many customer journeys remain constrained by legacy processes, channels and organisational structures.
For organisations investing in customer experience transformation, this is a customer value issue that will impact satisfaction, loyalty, retention and growth.
Without a practical way to redesign customer journeys around changing customer needs and AI opportunities, organisations risk falling behind evolving expectations—limiting relevance, differentiation and commercial performance.
Hands-on AI Workshops for Teams
Collaborative sessions for Sales, Marketing, Frontline Teams, UX Design, Service, Customer Operations and CX.
Visualise
How current workflows shape the customer experiences across service, sales, marketing, and operations. Identify friction, such as disjointed hand-offs, automation loops, and poor service delivery.Define
Human and AI roles within key customer interactions. Identify lower-value and repetitive AI tasks and where human interaction is critical for judgment, trust, and value.Rethink
How work is structured. Identify where AI can automate processes and scale improvements for speed, consistency, and efficiency across workflow tasks.Redesign
Customer and AI workflow interactions with AI and human roles applied. Develop selected use-case workflow concepts ready for prioritisation.Build
AI readiness across teams, creating a common understanding of how AI can be applied in day-to-day work.
"Great feedback from my team members, thanks Alex."
NSW Department of Education
Who Is This AI Workshop For?
Designed for leaders and teams responsible for delivering customer outcomes and improving how work gets done:
- Sales and Customer Success teams
- Customer-facing professional and technical roles
- Operations and Customer Service delivery teams
- Marketing and Customer Experience teams
- Product, Digital and UX teams
"Very interactive and engaging experience and great participation."
Sportsbet
Hands-On Learning Style
A collaborative AI workshop guided by structured frameworks and focused on practical AI application—grounded in day-to-day work.
- Hands-on workshop session where teams work on mapping their own workflows in real time
- Collaborate cross-functionally using real customer experience scenarios and team workflows
- Redesign workflow tasks and customer interactions with clear AI and human roles embedded
"Lots of practical frameworks and CX methodology we can apply back at work."
LiveHire
AI Workshop Session Outputs
This hands-on AI workshop delivers key AI use-case workflow concepts and accelerates AI upskilling through applied learning.
AI Workshop Outputs:
- Human + AI use-case workflow concepts
- Clear decisions on AI and human roles across key workflow tasks
- Redesigned key human+AI tasks and interactions, ready for prioritisation
- A shared language for applying AI across teams
- A practical foundation for ongoing AI capability development
- Enhanced AI confidence, capability and workplace readiness
"Alex’s process is very effective."
LaTrobe University
"Alex is great at keeping up the group energy, involvement and participation."
Ansell
These testimonials reflect Alex's hands-on workshop delivery across innovation, futurestate journey mapping, service blueprinting, service delivery design and team capability building.
What is a Human + AI Workshop for Teams?
A Human + AI Workshop is a practical and collaborative session that helps teams explore how AI can support their work. Participants map workflows or journeys, identify opportunities and redesign future ways of working with both human and AI roles in mind.
How do you decide what work should be done by AI?
Together, participants identify workflow friction such as duplication of effort, manual administration, disjointed hand-offs, automation loops and delays. They then define where AI can improve speed, efficiency and consistency, and where human involvement remains critical for judgement, trust, collaboration, problem-solving and customer value. The goal is not to automate work for the sake of automation, but to design human and AI roles that improve both workflow effectiveness and customer outcomes.
Do participants need prior AI experience?
No. These AI workshops are designed for teams at any stage of AI adoption. Activities focus on practical application within your own workplace context rather than technical AI knowledge. Teams redesign future ways of working within their organisational context that support cross-functional discussion, alignment and future decision-making.
What types of teams is the workshop designed for?
The workshop is suitable for Sales, Marketing, Frontline Teams, UX Design, Service, Customer Operations and CX teams.
What out-puts will participants leave with?
Human + AI use-case workflow concepts, clear decisions on AI and human roles across key workflow tasks, redesigned key human+AI tasks and interactions, ready for prioritisation. Teams also build AI confidence, capability and readiness for future AI adoption.
How is this different from AI training?
Traditional AI training focuses on data, tools and technology. This workshop focuses on how teams apply AI within their own workflows, helping participants explore human and AI opportunities, redesign ways of working and build practical AI capability.