Welcome to iicem.org

Institute of 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 goals, strategies, and brand image. IICEM is the leader in Integrated Customer Experience Management methodology and continues to pioneer breakthrough developments in the field.

IICEM has pioneered a structured methodology to ensure desired customer experience delivery. For training, IICEM uses an approach of classroom instruction followed by a required customer experience improvement project by the attendee at their place of work to practice their newly acquired skills.

Course attendees receive guidance and coaching from our expert Project Coaches to ensure success in their projects. This approach helps organizations, who send their employees to IICEM courses, achieve faster organizational transformation and realize quick Return On Investment (ROI).

Industries and Customers

IICEM training is beneficial to both product and service organizations. The training helps organizations include all of their employees in their mission of delivering superior and seamless customer care.

IICEM trains employees of large and small organizations from diverse industries and sectors, and we offer training globally. For more information about our industries and customers - read more


"I was riveted from the beginning to the end of the course. It is exactly what my company is struggling with. I am excited to make improvements based on this methodology."

See what other attendees are saying about our courses - read more

Our Team

Our staff consists of recognized experts in the field of Customer Experience Training and Company Transformations to deliver Optimum Customer Experience. Team Bios

Our founder, Ajit Utagikar, is the author of the book - Customer Facing Processes and Customer Experience, A Structured Approach to Developing and Delivering Consistently Superior Customer Experience - which is a comprehensive reference in this field. Buy the book on Amazon.com

In addition, our team has direct experience with setting up and managing diverse contact center organizations. We develop customized training curricula to meet the specific needs of customer service and contact center organizations. Our team is based out of Colorado Springs, Colorado.

Get in touch with us to find out more on how we can help your organization delight your customers. Contact Us

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