AI-Driven Customer Experience Transformation
WORKSHOPS · 10 · HALF-DAY COURSE
WORKSHOPS · 10 · HALF-DAY COURSE
AI-Driven Customer Experience Transformation
A four-hour session for customer support, success and service leaders scoping a real AI-driven transformation. Participants leave with an AI-CX opportunity map, a scoped pilot brief, and a P&L-defensible business case for their own function.
You leave with
- AI-CX opportunity map
- Scoped pilot brief
- P&L-defensible business case
- 90-day rollout plan
Duration
4 hours, single session
Format
In-person or virtual
Cohort size
Max 24 participants
Requires
One real support, success or service operation
Facilitator
VP, Technical Customer Services & AI-Driven Transformation Leader; 29 years
Ran
P&L of well over US$200 million, teams approaching 1,000
CPD / CPE hours
4 CPD hours
Certificate on completion
Certificate of Completion, Praxora Lab
Overview
AI is resolving more support volume, but the trust gap around it has not closed
Gartner predicts agentic AI will autonomously resolve eighty percent of common customer-service issues without human intervention by 2029, cutting operational costs by roughly thirty percent, and Salesforce's State of Service research finds seventy percent of service organisations that adopted AI agents saw measurable value within sixty days. But the same research surfaces a trust gap leaders tend to underestimate: only forty-four percent of consumers say they trust AI to handle their service needs, against sixty-five percent of service professionals who believe customers already do. Zendesk's CX Trends 2026 report, surveying more than 11,000 consumers and leaders across 22 countries, finds only twenty-one percent of frontline agents currently have generative-AI tools available to them at all, even as sixty-four percent of CX leaders plan to increase AI investment.
Sockalingam Muthiah built this course's opportunity map from running a follow-the-sun support operation across Asia Pacific and Latin America with a P&L of well over US$200 million, where every AI-driven change had to survive both a CFO's scrutiny and a support team's trust, not one or the other. Participants leave with a scoped pilot brief and a P&L-defensible business case for one real function, built to close the gap this research keeps finding, not widen it.
Why Praxora
Why this, not a platform
A pilot brief that survives a CFO's scrutiny, not a generic CX playbook.
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Practitioner-led, not faculty-assigned
Sockalingam Muthiah teaches this course because he ran a follow-the-sun support operation with a P&L of over US$200 million, not a customer-experience theory class.
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A named framework, not a licensed template
Built on the same pilot-scoping discipline that keeps a CFO's trust and a support team's, not a generic CX playbook.
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One real, produced output — not a case study
Every session ends with a scoped AI-CX pilot brief and a P&L-defensible business case for the function you bring in.
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A small, capped cohort
Max 24 participants, so the room works from a real support or success function, not a hypothetical.
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Built on institutions that already trust it
Built from twenty-nine years running technical support and customer operations across Asia Pacific and Latin America.
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One focused session — not an 18-week course
4 hours, one session. No cohort waitlist, no months of drip-fed modules.
Key takeaways
What participants leave with
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An AI-CX opportunity map showing where AI actually changes triage, deflection and support economics.
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A scoped pilot brief for one real support or customer-success function.
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A P&L-defensible business case built to survive a CFO's scrutiny.
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A 90-day rollout plan built to keep the team's trust, not just improve the numbers.
See a full sample of these documents › Filled out for a fictional company, so you can judge the format before enquiring.
Objective
Evaluate a technical support or customer success operation for AI-driven transformation, and scope a bounded pilot for one function against a P&L-defensible business case.
Participants bring one real technical support, customer success or service operation. The session works from Sockalingam Muthiah's own record leading round-the-clock, follow-the-sun support organisations across Asia Pacific and Latin America, running a P&L of well over US$200 million, applying the same operational discipline to the room's own function.
Known as Sock, a senior executive with twenty-nine years of global experience spanning consulting, customer service transformation and enterprise technology delivery, now leading AI-first customer service transformation across Asia Pacific and Latin America.
Why this course
Twenty-nine years in technical support and customer operations has taught me one thing more clearly than anything else: the teams that actually trust a transformation are the ones who watched their leader defend the floor, not just the P&L, when a new system got proposed. I have run a follow-the-sun operation across regions with a direct team of more than two hundred and an indirect one closer to a thousand, and every AI-driven change I have made stuck only because the people doing the work believed it was built to make their job more sane, not just their quarter's numbers look better to someone upstairs.
That is what this course is actually about. Not the technology, the discipline of scoping a pilot that a CFO will fund and a support team will not quietly resent. I have run the budget conversation and I have run the floor, which is a combination I do not think most AI-in-CX consultants can claim, and I built this session to hand a leader both halves of that argument at once. A recommendation from someone who has never had to look their own team in the eye after a rollout goes wrong is not one I would trust, and I would not ask a room to trust mine on any different terms.
Syllabus
Six segments across four hours
Left with a scoped AI-CX pilot brief for one real support or success function, a P&L-defensible business case, and a 90-day rollout plan, not a generic customer-experience playbook.
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20 min
Framing
The support or customer-success function in the room.
- One real technical support, customer success or service operation, named up front
- Where the team already trusts the leader, and where a rollout could break that
- What a CFO will ask about this function before anyone else does
OutputFunction brief
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55 min
Where AI actually changes the P&L
Triage, deflection and technical evangelism, benchmarked against a global follow-the-sun operation.
- Triage, deflection and technical evangelism, benchmarked function by function
- Where AI actually moves support economics, versus where it just relocates cost
- Benchmarked against a follow-the-sun operation running a P&L of well over US$200 million
OutputAI-CX opportunity map
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15 min
Break
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1 hr
Scoping a bounded pilot
Team structure, escalation paths and the metrics that survive a CFO's scrutiny.
- Team structure and escalation paths under a bounded pilot
- The metrics that survive a CFO's scrutiny, not just a dashboard that looks good
- Keeping the team's trust as part of the scope, not an afterthought
OutputScoped pilot brief
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1 hr
The P&L case
Building a business case defensible at the scale of a global operation, not a single pilot's optimism.
- Building a business case defensible at the scale of a global operation
- What separates a pilot's optimism from a number a CFO will actually approve
- The argument built from having run both the floor and the budget conversation
OutputP&L-defensible business case
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30 min
Roadmap and close
- The opportunity map, pilot brief and business case brought into one plan
- A 90-day rollout plan built to keep the team's trust, not just improve the numbers
Output90-day rollout plan
Who should attend
Function ownership, budget or both
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Support & service leaders
VPs and directors of technical support, customer success or service operations.
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COOs & CX leaders
COOs and CX leaders scoping a first AI-driven transformation pilot.
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Finance & operations leaders
Finance and operations leaders who need a P&L-defensible case before approving a pilot.
Facilitator
Sockalingam Muthiah
VP, Technical Customer Services & AI-Driven Transformation Leader
Nearly three decades turning global technical support into an AI-driven competitive advantage.
Read the full profile ›Common questions
Before you enquire
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Is this for technical support specifically, or customer service broadly?
The session is built around technical support and customer success operations, but the P&L and pilot-scoping discipline applies to any large service function.
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Do we need an existing AI-CX tool or vendor already selected?
No. The session scopes the pilot and business case before a vendor decision, not after, so the choice of tool follows from the scoping rather than the other way around.
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Is this useful for a smaller support team, or only global operations at scale?
The discipline scales down. The P&L rigour built for a global follow-the-sun operation makes the business case more defensible at any size, not less.
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What should participants prepare in advance?
One real support, success or service function, with a rough sense of its current headcount, volume and cost structure. No reading or technical prep needed.
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Is there a discount for sending more than one person, or booking more than one course?
Yes. Organisations sending leadership through more than one course, or through a course and its integrated programme, get a combined rate rather than separate bookings. See the corporate and bulk enrolment section on the workshops page, or raise it directly in your enquiry.
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What if I need to cancel, defer or a session is rescheduled?
Full terms for individual, open-cohort and corporate in-house bookings, including deferral windows and what happens if Praxora Lab cancels a session, are set out in the refund and cancellation policy.
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What happens after the session ends?
Every cohort joins a standing network of practitioners and business leaders: ongoing networking events, fireside chats, and case study interviews with business owners and C-suite leaders on AI projects they've recently completed. The named facilitator also stays the point of contact for questions on applying what was covered.
Industry engagement
A network that keeps working after the workshop ends
Every cohort at Praxora Lab joins a standing network of practitioners and business leaders, not a one-off attendee list. Alumni are invited back for ongoing networking events, fireside chats with industry experts, and case study interviews with business owners and C-suite leaders on AI projects they have recently completed, a running view of what adoption actually looks like once the workshop room empties.
The learning experience
A small cohort, led by the practitioner who built the course
Every session is capped at a small cohort and taught in person by the practitioner who built it, not a teaching assistant working from someone else's slides. Participants work against one real team's own workflow rather than a generic case study, and leave with a draft they can put to use immediately.
A named facilitator, not a support desk, stays the point of contact after the session for questions on applying what was covered.
Investment
Open cohort or corporate in-house
Open cohort
On enquiry
Per participant, max 24 participants
- Certificate on completion: Certificate of Completion, Praxora Lab
- AI-CX opportunity map
- Scoped pilot brief
- P&L-defensible business case
- 90-day rollout plan
Corporate in-house
On enquiry
Fixed programme fee, max 24 participants
- Everything in the open cohort
- Dedicated session for one organisation, on your own function
- Fixed fee, not priced per head
Full cancellation, deferral and refund terms are set out in the refund and cancellation policy.
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