Netflix
Making AI real for a global CS team
AI workshops across Europe, Middle East and Africa, Latin America, and the United States and Canada. 90% NPS.
AI workshops and enablement
The challenge
Netflix's EMEA Customer Service team was hearing about AI constantly but lacked clarity on what it meant for their specific workflows. They needed practical, hands-on guidance - not another high-level presentation about the future of AI.
The approach
- Designed workshops around actual Netflix CS workflows, not generic AI theory
- Covered both automation opportunities and creative applications of AI
- Helped the cross-functional EMEA team identify tactical implementation opportunities
- Focused on empowering teams to spot and act on AI opportunities independently
The outcomes
90% NPS across workshop participants
Team moved from AI-curious to actively identifying automation opportunities
Clear implementation roadmap for priority use cases
Cross-functional alignment on AI strategy for CS
"He was pivotal in helping our cross functional team in EMEA on the road towards understanding the fundamentals of AI. Can't recommend him highly enough."
Dekyi Borsma
Director of Customer Service EMEA, Netflix