Conversation Design Institute

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Conversation Design Institute Become an AI professional with Conversation Design Institute.

Get certified in today's most in-demand skills with industry-recognized training in conversational and generative AI.

Your AI got faster. Did your customers notice?Most AI work fails quietly. One task speeds up and, the queue moves downst...
21/10/2026

Your AI got faster. Did your customers notice?

Most AI work fails quietly. One task speeds up and, the queue moves downstream but nothing changes for the customer. The dashboard may look better but the conversation is the same.

Some things can only be fixed from inside -  by someone close enough to see where conversations really break, and independent enough to say so.
That is why we place CDI Forward-Deployed Experts into our clients’ teams - to help you get AI conversations right, every time. 

CDI’s Agentic Experience Design (AXD) teaches the systematic methodology for designing autonomous AI agents that build t...
19/10/2026

CDI’s Agentic Experience Design (AXD) teaches the systematic methodology for designing autonomous AI agents that build trust rather than destroy it: 60 video lessons, 6 modules, and the CDI Method - a 12-step framework from strategy through deployment.

Built from real-world implementations across healthcare, financial services, insurance, and telecom, where getting it wrong has real consequences.

CDI is trusted by teams at T-Mobile, Vodafone, J.P. Morgan, NatWest, KPN, Deutsche Telekom, Lloyds, and Optum.

Full syllabus download link in bio.

Is an FDE the same as an FDE?FDE usually means Forward Deployed Engineer: someone embedded with a client to build techni...
16/10/2026

Is an FDE the same as an FDE?

FDE usually means Forward Deployed Engineer: someone embedded with a client to build technical systems.

Organisations are now discovering they also need specialists who can design the conversations, and workflows right inside their teams. 

That is a CDI Forward-Deployed Expert: a certified specialist conversational AI practitioner who works inside your team, alongside your engineers and your platform, not instead of them.

Engineers build. Our FDEs design so you can get AI conversations right. 

👉 How it works: link in bio

Engage Customer Summit at Evolution London Last Thursday, Hans van Dam took the stage with “Conversational Capital: why ...
15/10/2026

Engage Customer Summit at Evolution London

Last Thursday, Hans van Dam took the stage with “Conversational Capital: why your dashboards are green and your customers are leaving”.

The core idea: every conversation with your AI is a deposit or a withdrawal.
Containment rates and handling times can look healthy while customers quietly lose trust. And one humiliating interaction outweighs ten efficient ones.

Thank you to Engage Customer for having us, and to everyone who stopped by to talk with Ben, Hans and Peter. Plenty to think about on the train home 🚆

Everyone is talking about AI agents.Far fewer people are talking about what happens after deployment.On August 20th, CDI...
18/08/2026

Everyone is talking about AI agents.

Far fewer people are talking about what happens after deployment.

On August 20th, CDI and Olivia Marrese from 66degrees are hosting a live webinar on autonomous customer journeys, multi-agent ecosystems, and the realities of scaling conversational AI responsibly.

No hype.
No “replace your workforce” narratives.
Just practical insight from people doing the work.

4 PM CET
Free registration

Most conversational AI problems are no longer technical.They are judgment problems.Teams now have access to powerful mod...
06/08/2026

Most conversational AI problems are no longer technical.
They are judgment problems.

Teams now have access to powerful models, orchestration frameworks, and increasingly autonomous systems. Yet many organizations are still struggling with the same outcomes:
• Low trust
• Poor adoption
• Escalation chaos
• Experiences that feel impressive in demos but frustrating in practice

On August 20th, CDI and Olivia Marrese from 66degrees are hosting a live session exploring what it really takes to engineer autonomous customer journeys responsibly.

Because scaling AI is easy, scaling trust is not.

Thursday, August 20, 2026
4 PM CET
Free registration

Register now: Link in bio.

28/05/2026

Most AI interactions are efficient.

Very few are memorable.

In this case, a simple decision — to respond with empathy — changed how people experienced the system entirely.

Not because it was technically advanced.
But because it felt human.

That reaction doesn’t happen by accident. It’s designed.

Full episode → https://hubs.la/Q04fkXsj0

Designing AI at scale requires more than basics.CxD2 builds on foundational knowledge and focuses on advanced conversati...
27/05/2026

Designing AI at scale requires more than basics.

CxD2 builds on foundational knowledge and focuses on advanced conversational design — including tone of voice, behavior, and designing for complex, real-world environments.

For professionals working on systems where trust, nuance, and performance matter.

Discover more:
https://www.conversationdesigninstitute.com/courses/conversation-designer/cxd2

21/05/2026

AI can generate.

But it doesn’t guarantee relevance, accuracy, or usability.

In this example, a full travel experience is created with AI — then carefully reviewed, corrected, and reshaped by a human.

That gap between output and outcome is where most of the real work happens.

And it’s often underestimated.

Watch the full breakdown → https://hubs.la/Q04fk-gS0

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