Mastering AI and Customer-Centricity: A Practical Guide for Real-World Transformation

Learn how to implement AI with purpose and transform your customer experience strategy to create measurable, human-centred value.

This immersive online course is designed for senior professionals ready to move beyond buzzwords and drive real, actionable change through AI and customer-centric thinking. Built on the foundations of the RU-CX Holistic Framework and insights from The Year of AI and Customer Centricity book, the course delivers a strategic, no-nonsense roadmap for future-proofing your business.

Before the course, each delegate will complete the RU-CX Maturity Assessment Survey, giving them a personalised view of their organisation’s customer-centric capabilities. This unique insight will be used during the session to identify individual and organisational gaps, making the learning experience highly relevant and actionable.

On the day, you'll explore how to leverage the right AI tools (Generative, Predictive, Chatbots, Agents) with intention, align cross-functional teams, and embed ethical, emotionally intelligent practices into everyday strategy.

You'll leave equipped with practical strategies, a copy of the book, all presentation materials, and tools like the RU-CX Checklist and S.O.A.P model to confidently lead change within your own organisation.

Learning Outcomes:

You will learn how to:

• Understand customer-centricity as a core business philosophy, not just a CX function
• Explore the 6-stage RU-CX Holistic Framework to align teams, tools, and mindset
• Identify key types of AI and know where and when to use them across the organisation
• Apply the RU-CX S.O.A.P model to critically assess AI project readiness and alignment
• Ensure AI adoption supports emotional connection, ethical principles, and human value
• Collaborate across departments to enhance both employee and customer experiences
• Rethink measurement: go beyond NPS, CSAT and CES to reflect real customer value
• Use their RU-CX maturity scores to build targeted strategies that elevate CX delivery

Who Will Benefit:

This course is ideal for senior-level professionals, including CX leaders, insight managers, researchers, HR and digital transformation teams, and any decision-makers responsible for innovation, strategy, and experience delivery.

Learning Method:

Interactive lectures, live discussion, case insights, collaborative activities, and guided exercises using the RU-CX Checklist, S.O.A.P. model, and Maturity Framework.

Course Delivery Mode:

Online live training (Zoom or preferred platform)

Trainer Biography:

Muss Haq is the Founder of RU-CX and author of The Year of AI and Customer Centricity. A member of the Customer Institute’s leadership, he combines two decades of cross-sector experience in CX, emotional intelligence, behavioural science, and insight strategy. Muss delivers thought-provoking, human-centred training with practical tools for leaders navigating change.