Customer experience is delivered not just by the front line employees but by all the actions, inactions, and processes of an organization. Just like an iceberg, Touchpoints are the visible 10% of the customer facing processes. The remaining 90% of the processes are hidden from the customers but are crucial in defining the performance of all the Touchpoints.

Institute for Integrated Customer Experience Management - IICEM is a premier training institute. We train employees in the concepts of customer experience design, development, and delivery that align with the corporate brand image. IICEM is the leader in Integrated Customer Experience Management methodology and continues to pioneer breakthrough developments in the field.

IICEM offers practical courses for skills ranging from those of beginners to advanced practitioners. IICEM certificate is a valuable asset to the employees for career growth while IICEM trained and certified employees prove to be an asset to their organizations - driving customer satisfaction and retention and profitable growth.