Member Spotlight: How a major Canadian telecom built AI capability across 300 employees
A CSBAA organizational member shares the story of a phased cohort rollout that brought AI literacy and workflow automation to teams across three departments.
The Challenge
A CSBAA organizational member — a large Canadian telecommunications company — wanted to build AI capability across three operational departments simultaneously: customer service operations, internal communications, and field support documentation. The challenge was scale: over 300 employees across geographically distributed teams, with widely varying levels of existing digital literacy.
The Approach
Working with CSBAA, the organization structured a phased cohort rollout over six months. Phase one focused on team leads and department managers, completing the Certified AI Practitioner (CSBAA-101) program in a private member cohort. Phase two extended certification to front-line staff, with customized applied exercises built around the organization's actual workflows and communication templates.
Results
Following the rollout, the organization reported a 40% reduction in the time required to draft internal reports and customer communications, and a measurable increase in employee confidence when using AI tools independently. Three department managers completed the Certified AI Workflow Specialist program and are now leading internal automation initiatives. The organization is continuing with Phase 3, focused on governance and AI transformation planning.
Key Lessons
The member cites three critical success factors: starting with leadership buy-in and manager-level certification before extending to staff, using real organizational content in training rather than generic examples, and appointing an internal AI champion with dedicated time to support ongoing adoption. This case study is available in full to CSBAA organizational members via the member portal.
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