Scaling, optimising, and institutionalising agentic CRM capability across the enterprise.
Audience:
Senior service leaders, transformation leads, CRM product owners, and AI programme sponsors.
Course Summary
This advanced programme focuses on scaling agentic CRM models beyond pilot environments into structured, enterprise-grade operating models.
Participants will learn how to institutionalise learning loops, integrate telemetry into strategic decision-making, and build organisational confidence in AI-enabled service delivery.
Modules
1. Advanced Orchestration & System Design
Multi-agent coordination inside CRM ecosystems
Context persistence and memory layers
Integrating CRM with external systems and knowledge layers
Designing modular automation architectures
2. Behavioural Dynamics in AI-Augmented Teams
Building agent trust in AI recommendations
Avoiding automation complacency
Reinforcing ownership and accountability
Change management in hybrid teams
3. Telemetry & Continuous Optimisation
Designing feedback loops from real interactions
Knowledge refinement and retrieval optimisation
Prompt governance and performance tuning
Converting interaction data into operational insight
4. Strategic Scaling & ROI Engineering
Moving from controlled rollout to enterprise deployment
Executive reporting models for AI value
Capacity reallocation and cost-to-serve modelling
Defining long-term AI maturity roadmaps
5. Institutionalising Capability Intelligence
Building internal AI enablement centres
Embedding AI literacy across support functions
Aligning CRM evolution with broader customer strategy
Creating sustainable innovation cadence
Outcomes
Participants will be able to:
Scale agentic CRM models safely across multiple teams
Establish durable optimisation loops
Align AI-enabled support with strategic business outcomes
Build a mature, enterprise-ready AI service operating model