ICXS 2019International Customer Experience Standard
The international standard that establishes excellence standards in customer experience. Understand, measure and improve customer experience across all channels to maximize satisfaction and loyalty.
Understanding Customer Experience
Customer experience directly influences loyalty to your brand. It is essential for an organization to understand the key elements that shape this experience.
What does the customer journey look like through every channel?
Which parts contribute negatively or positively to the experience?
How is the actual customer experience created?
What are the elements in the customer journey that are most important to the customer?
How can you positively improve the customer experience?
The Service Excellence Model
The factors directly influencing customer experience are the 5 pillars of the Service Excellence Model. These pillars emphasize the importance of key elements that need to be managed effectively.
Private Sector
For private sector organizations in a competitive world, a high standard of customer service and experience is often the key differentiator.
Public Sector
Public sector organizations also need to show that they are responsive, reliable and respectful to consumer needs.
The 7 Elements of ICXS 2019
Each element of ICXS 2019 contains several criteria/clauses that provide clear guidance on how to improve customer experience and service excellence.
Policies
How do your objectives and strategies facilitate the best customer experience?
- Definition of objectives aligned with customer experience
- Customer-oriented strategies
- Clear and consistent service policies
Places
Do all delivery channels facilitate customer service excellence?
- Optimization of all touchpoints
- Consistent multi-channel experience
- Accessibility and ease of use
Products / Services
Are the products/services designed according to the quality, needs and expectations of the customer?
- Customer-centered design
- Quality and reliability
- Response to real customer needs
Processes & Customer Journey Maps
How effective are your processes in delivering the desired results to customers across all channels?
- Customer journey mapping
- Process optimization
- Effectiveness measurement
People
Are employees skilled and motivated to satisfy customers' needs?
- Training and skills development
- Motivation and engagement
- Customer-oriented culture
Measurement of Performance
Do you have a means of defining foundations for customer experience, service excellence and employee happiness?
- Established measurement systems
- Key performance indicators
- Regular analysis and reporting
Performance Results
How happy and satisfied are customers and employees?
- Customer satisfaction measurement
- Employee engagement measurement
- Results and continuous improvements
ICXS 2019 Scoring System
The scoring system of ICXS 2019 consists of 1,000 Points distributed among each of the 7 sections according to their contribution to service excellence delivery.
Points Distribution
Policies
10010% of total
Places
10010% of total
Products / Services
10010% of total
Processes & Journey Maps
20020% of total
People
20020% of total
Measurement of Performance
20020% of total
Performance Results
10010% of total
Total: 1,000 Points
By reviewing the results, your organization can develop an accurate priority list, ensuring resources are used efficiently to improve standards across the board.
Performance Levels
Zero evidence of the requirements being achieved.
Evidence of the requirements obtained through DOCUMENTATION.
Evidence of COMMUNICATION with employees and other relevant interested parties.
Evidence of IMPLEMENTATION of the requirements.
Evidence of employees ADOPTING the requirements.
Consistency Above All
This scoring concept allows an accurate assessment of your performance against ICXS 2019 and is designed to ensure consistency above all else.
Benefits of ICXS Certification
Discover how ICXS certification can transform your organization and generate measurable results.
Improved Customer Experience
Optimize customer experience across all channels and touchpoints to maximize satisfaction.
Enhanced Customer Loyalty
Customer experience directly influences loyalty to your brand, creating long-term loyal customers.
Competitive Advantage
Stand out from the competition with internationally recognized excellence standards.
Measurable Results
1,000-point scoring system to accurately assess your performance and identify priorities.
Employee Satisfaction
Improve employee well-being and engagement, creating a productive work environment.
Data-Driven Decisions
Make informed decisions based on accurate measurements and in-depth analysis.
Ready to Improve Your Customer Experience?
Join the thousands of organizations that have transformed their customer service through ICXS certification.
Request a Certification
Fill out this form to let us know about your interest in our certification programs. We will contact you to discuss your specific needs.