Conversation Design Institute

As Global Head of Sales at CDI, I lead the charge in expanding our reach and impact across the world. My role focuses on aligning innovative sales strategies with our mission to empower businesses at every stage of their conversational AI journey—whether they’re just starting out or scaling to new heights.

With a dual focus on training and consulting, I work to drive growth across CDI’s core offerings, including hands-on workshops, comprehensive audits, and strategic consulting. My goal is to ensure businesses are equipped with the knowledge, tools, and support they need to implement impactful, future-ready conversational AI solutions.

In this role, I’m passionate about building strong partnerships, guiding teams toward success, and contributing to CDI’s evolution as a global leader in conversational AI. Let’s connect and explore how we can shape the future of conversational AI together!

Global Head of Sales

Companies around the world are looking for conversation designers, a rare breed of people that helps them advance communication between people and AI. That's where we help!

Conversation Design Institute teaches a human-centric workflow that has proven itself to organisations around the world. We work closely with tech partners, agencies and other key players in the industry. With this support, Conversation Design Institute is well on its way to becoming the number one platform in conversation design.

Become a certified professional, join one of our online courses, or work with our experts.

Business Development Specialist

Scaled Sales 

Good business coaches are there to help you see the blind spots and serve as your compass to make sure you are heading in the right direction. A business coach serves as an important objective third party to regularly check in to make sure that you are on the most direct path to your ideal destination. Oftentimes, the biggest hurdle to success is that you don't know what you don't know. You can't Google your way out of a problem that you aren't sure how to articulate—or worse, how to anticipate.

One pro for hiring a business coach for yourself is that it allows you to get constructive criticism from someone that doesn’t necessarily know you. 

A business coach is more like a person you're accountable to. No matter what level of success you have attained, there is a tendency to stay in your own lane and not observe habits and patterns that have been successful for others. A strong business coach can help increase awareness of methods and keys to success that have worked for other people and may be analogous to your own situation. 

One of the best investments you can make is in yourself. If you find yourself struggling in your professional career, or desire to increase your sales or improve your business relationship, then a business coach is an invaluable asset. One of the major advantages of having a coach or mentor is that they help you navigate through challenges and meet personal goals with their insights.


Steve Jobs once said, "We hire smart people so they can tell us what to do." Where, if not coaching, could this apply to more? 

One of the biggest benefits of hiring a business coach is that they will help you stay on the right track. Building a business is tricky, especially if you're a startup. It's also very easy to get distracted by all the opportunities that come your way, but you can't possibly do it all. The key is setting the goals, developing the action plan on how to reach these goals and executing to make them happen.

Business Consultant

Yell 

Senior Sales Manager

Fingo - AMi

Digital Strategy Director

As a Business Development Specialist at Conversation Design Institute (CDI), I help organizations around the world create human-centric AI Assistants, such as chatbots and voice assistants. 

At CDI, I work closely with tech partners, agencies, and other key players in the industry to offer high-quality e-learning programs and live sessions for teams and individuals. I have trained hundreds of professionals in strategy, design, and development for AI Assistants, using our proven workflow and best practices.

My goal is to empower more people to design, deploy, and manage valuable conversational experiences.

Benjamin Taylor

I’m lucky enough to get to hear the episodes coming out of the academy before anyone else. 

So much of this episode struck me that I was blown away. 

Hillary Black  clearly gets it and we are unbelievably proud to have her as part of the community.

Global Head of Sales | Driving Growth in Conversational AI | Training, Auditing & Consulting Leader

View company: Conversation Design Institute (CDI)

We’re still at the beginning of conversational AI’s potential.

While prompting and new tools may make it feel like we’re starting over, this time the context is different. The widespread attention around AI has raised the baseline understanding across companies, brands, and individuals.

Many still don’t fully understand what conversational AI or conversation design truly means—but the conversation has changed. Today, people come in more informed, more curious, and more ready to explore what’s actually possible.

Join Hillary Black , conversation designer at MAV in the new episode of unprompted. by CDI. 

Watch the full video here https://hubs.la/Q03YBjZB0

That shift opens the door to deeper, more meaningful progress.
#ConversationalAI #ConversationDes

Conversation Design Institute helps businesses around the globe build and optimize human-centric AI assistants. You can rely on us to develop your conversational AI Strategy or take care of your implementation needs.

Senior AI trainer

As an conversational AI trainer I:
- translate business needs into technical requirements and deployment strategy
- train NLP-models in any chosen conversational platform, in order to match user questions to the right dialogue
- analyse performance of AI assistants, and advise on how to improve metrics such as accuracy, NPS, agent-handover
- create course-material to teach our clients on how to train NLP models by themselves 

The Conversation Design Institute is leading in training and certification for conversation designers.  As advocates for the Conversation Design profession, we continue to work closely with tech partners, agencies and other key players in the industry.

Conversational AI trainer

ABN AMRO Bank N.V.

Took chatbot-content from 'proof-of-concept-phase' to delivering customer value: grew impact of ABN AMRO's chatbots from less than 10 visits per day to more than 1000 customers helped per day.

- advised stakeholders in strategy and targets, devised funnelmetrics, forecasted performance
- created content workflow (research > creation > publication > optimization)
- aligned chatbot content with other customer-facing content of ABN AMRO
- enabled our junior conversational editors to write 400+ dialogues

Drove continuous optimization of our chatbot-content:
- improving/training of matching accuracy using kfold and blind test set
- optimizing of dialogues (analyzing drop-out, livechat handover and customer satisfaction per dialogue)

Conversational content designer

Vodafone

- working scrum to create compelling online salesflow
- guarding Vodafone's online tone of voice
- translating conversion statistics into better customer journeys

Online Content/Frontend Editor

Yarden Uitvaartorganisatie

For this corporation of funeral homes and funeral insurance, i helped in keeping the right tone-of-voice: supportive and inspirational towards clients.

Online Editor

JFAS

JFAS, the law-students association of the University of Amsterdam, was looking for a more professional look of their magazine, to emphasize their intelligent articles.

'Nota Bene' is read by law-students and lawfirms. Both groups contribute articles.

Designing 'Nota Bene'

OverPsychologie.nl

OverPsychologie.nl is a dutch website offering general information on psychology and mental disease. I work with academic writers in making their texts insightful and fun to read for the general public.

Editor

Purplebean | creative webdesign

Senior Content Editor

BBU Amsterdam - MUG Magazine

MUG Magazine is a monthly printmagazine thats writes about unemployement and other social issues in The Netherlands.

I wrote for the print and online channels, did some light renovation on the website design.

Webeditor and webmarketeer

Stichting de Schone Hoogmoed

Four guys decided to start their own cultural magazine in order to publish long, erratic articles that did not have a straightforward conclusion. I'm one of those guys.
Apart from editing the writings of my fellow editors and other contributers, I handle subscriptions and try to write freely about art.
"de Schone Hoogmoed" appears four times a year. You can pick it up at Atheneum Bookshop in Amsterdam or subscribe at www.deschonehoogmoed.nl

Editor/board member

ALIBI

ALIBI writes about current developments in national and international law, and reports on news from the 'local' law faculty of the University of Amsterdam.
I've joined ALIBI to shake up its page-design: while keeping the lay out classical and sober i'm making it a bit more interesting by adjusting column width here, adding streamers there.

Designing ALIBI

Humans are hard to understand. Especially for computer systems. I love working on this problem!

As conversational AI trainer I train and optimize the voice- and chatbots of international brands. And I teach domain experts and customer service experts how to take over this work; they have essential knowledge to make AI assistants truly helpful. I've helped grow 40+ bots into assistants that each can recognize hundreds of questions at great cognition rates.

Balancing the art and the science of conversational AI is my key specialty; human language is too vague to 'fix' with data science alone.

At Conversation Design Institute Services we are always looking for AI trainer talent, happy to talk if you're interested in this career!

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Benjamin Taylor

Willem Don

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