ICXS 2019 & IDCXS 2022

ICXS 2019:

The World’s First Customer Experience Standard is reshaping the world of the customer experience is the natural evolution for TISSE (the world’s first service excellence standard) with the sole focus now on the ever-growing field of customer experience. The International Standard for Service Excellence (TISSE 2012) has been developed by The International Customer Service Institute (TICSI) to help your organization deliver outstanding customer service. The new ICXS2019 is the only standard in the world that focuses on improving the entire customer journey by giving attention to every single interaction point. ICXS allows businesses to maintain the highest standards of customer experience, making it more likely for your customers to remain loyal to your business, helping increase revenue and profits.

IDCXS 2022:

The Customer Digital Experience Standard is based on the 5Ps Service Excellence Model, created at Brunel University to identify elements impacting service quality. Developed over 3 years with global experts, it's the first Digital Customer Experience Standard. The 5Ps model is accepted globally, offering a diagnostic tool for analyzing customer experience systems. The IDCXS2022 has criteria (Policies, Digital Channels, Digital Services, Processes, People, Measurement, and Performance Results) with a scoring system of 1,000 points. Over 200 organizations worldwide have implemented the original standard and are now transitioning to the digital equivalent.  

Achieving the International Customer Experience Standard by delivering Service Excellence through a structured, measured and effective customer experience approach brings many continuous improvement benefits to organisation, some of the benefits include:

• Valuable customer experience
• Increased customer happiness
• Increased customer retention and loyalty
• Enhanced employee engagement
• Increased stakeholders’ satisfaction
• Increased process improvement

Certification: Certification to a management system demonstrates to your internal and external stakeholders that you are committed to being the best you can be.

Verification audits: By partnering with BSI to verify your compliance with international best practices, we will highlight current strengths and weaknesses in your systems with our value-adding reports.

Internal audits: Let us review your organizational governance against industry-specific requirements, protocols, and standards.

Training: Our expert tutors deliver a wide range of training courses either online, in-house, or part of an open course to help you understand, implement, and audit against the requirements to the standard.

There are three levels of results which can be achieved dependent upon the organisation's performance against the criteria of this standard: