Every certified facilitator has trained to deliver the GenAI Paradox framework to the same standard. They run the sessions. You make the decisions.
Akos Tolnai is a Certified Customer Experience Professional with over a decade of experience helping organisations navigate technology-driven change in customer-facing operations. In early 2026 he conducted an independent consumer research study (n=104, Canada and US) examining how AI adoption is reshaping customer expectations around speed and accuracy. The GenAI Paradox framework and the CX GenAI Prioritization Matrix emerged directly from those findings. He presented the research at the CXPA CX Leaders Advance conference in Toronto in April 2026. Akos sets the certification standard for all GenAI Paradox facilitators and oversees the development of the case card library and facilitator handbook.
LinkedInYashar Behroozi is an innovation and product strategy consultant who helps organizations make clear, practical decisions about AI adoption. As Innovation & Product Strategy Lead at PivotPath, he works with teams navigating the gap between AI ambition and customer reality - understanding what is worth building, what is worth buying, and what carries more risk than it is worth. With a background in design thinking, human-centred design, and strategic foresight, Yashar brings a grounded, risk-aware perspective to GenAI: one that starts with real user needs and ends with decisions teams can actually defend. He is particularly focused on helping organizations move beyond AI hype toward adoption that builds, rather than erodes, customer trust.
Book a discovery callThe certification is designed for CX consultants, AI advisors, and organisational development practitioners who want a research-backed framework they can deliver under their own brand - without building the IP from scratch.
A small number of certification spots are available. Enquiries are reviewed personally.