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International Customer Experience Institute

The International Customer Experience Institute (ICXI), also known as The International Customer Service Institute (TICSI), is an international partnership organization dedicated to promoting and sharing global best practices in customer service.
International Customer Experience Institute
Leadership team

Philip Forrest (President)

Robert Keay (Chairman)

Ladislau Batalha (CEO)

Headquarters
London, Dubai
Region served
Worldwide
Year stablished
2005
Address
London, Dubai
Social Media
Summary

The International Customer Experience Institute (ICXI), also known as The International Customer Service Institute (TICSI), is an international partnership organization dedicated to promoting and sharing global best practices in customer service. Established in 2005 and headquartered in London and Dubai, ICXI has developed The International Standard for Service Excellence (TISSE) as a framework for achieving exceptional customer experiences. The institute works with regional Certification Partners in the UK, India, Australia, New Zealand, and the Middle East.

The core objectives of ICXI are to promote the benefits of a consistent service excellence approach, engage organizations in optimizing their customer excellence strategies, establish global measures and standards for customer experience service excellence, appoint a global network of implementation and certification partners, and cooperate with partners and customers to enhance skills and share best practices in customer experience.

ICXI has certified over 200 organizations, trained more than 16,000 individuals, and enlisted over 600 auditors and assessors. They offer online assessments and deliver their services through a global partnership with accredited consulting and training partners. Certification is provided by the British Standards Institute (BSI), one of the world's leading accreditation bodies.

Recognizing the importance of customer experience service excellence for organizational success, ICXI emphasizes the need to prioritize the nurturing of customers as a vital resource. In a rapidly changing technological landscape, where customers hold increasing power, organizations that provide service excellence for the mutual benefit of the customer, the supply chain, and the organization are poised for success. ICXI aims to address the challenges of the digital transformation paradigm by introducing new ideas, standards, and management systems.

Through its comprehensive approach and strategic partnerships, ICXI strives to elevate customer service standards worldwide, ensuring organizations deliver exceptional customer experiences across all channels.


History

The International Customer Experience Institute (ICXI), formerly known as The International Customer Service Institute (TICSI), has a rich history in the field of customer experience. Founded in 2005, ICXI was established with the vision of setting global standards for customer experience service excellence in an ever-changing and diverse business environment.

Operating out of London and Dubai, ICXI recognized the need for organizations to deliver consistent and predictable customer experiences to thrive in a competitive landscape. To achieve this, ICXI utilized "standards" as a means to provide the foundation for management systems that support the delivery of exceptional customer experiences.

One of the significant milestones in ICXI's history is the development of The International Standard for Service Excellence (TISSE). This framework serves as a guide for organizations to achieve service excellence and encompasses best practices in customer experience across various delivery channels.

Throughout its history, ICXI has been dedicated to promoting the benefits of a consistent service excellence approach across all organizational channels. The institute engages organizations from different sectors, equipping them with the necessary understanding and tools to optimize their customer experience strategies. By establishing global measures, standards, and benchmarks, ICXI ensures that customer experience service excellence is upheld across all delivery channels and sectors.

To expand its reach and impact, ICXI has appointed a global network of implementation, certification, and other related partners. These partners work closely with organizations, assisting them in achieving customer experience service excellence and implementing the principles outlined by ICXI.

Collaboration has been a fundamental aspect of ICXI's journey. The institute actively cooperates with its partners and customers, sharing knowledge, enhancing skills, and promoting best practices in all aspects of customer experience.

Over the years, ICXI has made significant contributions to the field of customer experience. With over 200 certified organizations, more than 16,000 trained individuals, and a network of auditors and assessors exceeding 600, ICXI has played a crucial role in elevating customer experience standards worldwide.

As customer behaviour evolves due to technological advancements, ICXI remains committed to addressing emerging challenges and shaping the new digital transformation paradigm. The institute continues to deliver its services through strategic partnerships with carefully assessed and selected consulting and training partners.

ICXI's history is marked by its dedication to improving customer experience across all channels, fostering global best practices, and assisting organizations in achieving service excellence. Through its efforts, ICXI has solidified its position as a leading authority in the realm of customer experience.


Goals and Purpose

The International Customer Experience Institute (ICXI) has a clear set of goals and a defined purpose aimed at improving customer experience across various industries and channels. The institute's overarching mission is to enable organizations to achieve global best practices in customer experience service excellence. To fulfil this mission, ICXI focuses on the following goals and purposes:

Promote Consistent Service Excellence: ICXI aims to promote the benefits of a consistent service excellence approach across all channels of an organization. By emphasizing the importance of delivering exceptional customer experiences consistently, ICXI encourages businesses to prioritize customer-centricity in their operations.

Engage Organizations in Customer Excellence Strategies: ICXI seeks to engage organizations from all sectors by providing them with the understanding and tools required to optimize their customer experience strategies. By sharing knowledge and best practices, ICXI empowers businesses to enhance their customer service capabilities and drive customer loyalty.

Establish Global Measures, Standards, and Benchmarks: ICXI is committed to establishing global measures, standards, and benchmarks for customer experience service excellence. Through the development and implementation of The International Standard for Service Excellence (TISSE), ICXI provides organizations with a framework to guide their efforts in achieving and maintaining exceptional customer experiences.

Appoint Implementation and Certification Partners: ICXI collaborates with a global network of implementation, certification, and other related partners. These partners work closely with organizations to help them achieve customer experience service excellence. By appointing strategic partners, ICXI extends its reach and impact, ensuring that businesses receive the necessary support and guidance to improve their customer service practices.

Cooperate and Share Knowledge: ICXI recognizes the importance of cooperation and knowledge sharing in enhancing customer experience practices. The institute actively cooperates with its partners and customers to foster collaboration, enhance skills, and promote best practices in all aspects of customer experience. By facilitating the exchange of insights and experiences, ICXI contributes to the continuous improvement of customer service globally.


Impact

The International Customer Experience Institute (ICXI) has had significant impacts on the customer experience landscape and the organizations that have engaged with its principles and practices. Here are some notable impacts of ICXI:

Elevated Customer Experience Standards: ICXI's efforts have played a crucial role in raising the bar for customer experience standards globally. By establishing The International Standard for Service Excellence (TISSE) and promoting its adoption, ICXI has encouraged organizations to strive for excellence in their customer service practices. This has resulted in improved customer satisfaction, loyalty, and overall perception of organizations that prioritize exceptional customer experiences.

Enhanced Organizational Performance: Through its engagement with ICXI, organizations have gained a deeper understanding of customer experience strategies and best practices. By implementing these principles, businesses have witnessed tangible improvements in their performance indicators. This includes increased customer retention rates, higher customer lifetime value, improved brand reputation, and enhanced overall business outcomes.

Consistency in Service Delivery: ICXI's focus on promoting a consistent service excellence approach has helped organizations establish robust processes and systems to ensure consistent delivery of exceptional customer experiences. This has resulted in reduced variability in service quality and improved customer satisfaction across different touchpoints and channels. Consistency in service delivery fosters customer trust and loyalty, contributing to long-term success for organizations.

Knowledge Sharing and Collaboration: ICXI's emphasis on cooperation and knowledge sharing has facilitated collaboration among organizations, leading to the exchange of insights, best practices, and innovative ideas. This collaborative environment has fostered a community of learning and growth, where organizations can leverage shared experiences to enhance their customer experience strategies. ICXI's role in fostering a network of implementation and certification partners has further strengthened this collaborative ecosystem.

Global Recognition and Accreditation: Through ICXI's certification programs and partnerships with renowned accreditation bodies such as the British Standards Institute, organizations have gained global recognition for their commitment to customer experience service excellence. This recognition has not only enhanced their reputation but also provided a competitive advantage in the market. Customers and stakeholders perceive organizations associated with ICXI as leaders in delivering exceptional customer experiences.

Continuous Improvement: ICXI's focus on establishing global measures, standards, and benchmarks for customer experience service excellence has encouraged organizations to embrace a culture of continuous improvement. By providing a framework and guidance, ICXI has empowered organizations to assess their customer service practices, identify areas for enhancement, and implement iterative changes to drive ongoing improvement in customer experiences.


References
International Customer Experience Institute
Leadership team

Philip Forrest (President)

Robert Keay (Chairman)

Ladislau Batalha (CEO)

Headquarters
London, Dubai
Region served
Worldwide
Year stablished
2005
Address
London, Dubai
Social Media