Each element and section of ICXS2019 has several criteria/clauses. Each of these has a brief descriptive title which assists in identifying the criterion throughout the assessment, implementation and reporting process.
Furthermore, under each criterion, there is a statement, that the organisation needs to demonstrate has been implemented and adopted.
These statements provide the direction on what customer-focused organisations should be doing to achieve improvements in customer experience and customer service excellence.
However, the list of requirements detailed in each section provides clear guidance on how the stated goals should be achieved.
- The elements from 1 to 5 (5Ps) detail criteria on how customer experience service excellence can be improved.
- Section 6 (Measurement of Performance) details the main measurements needed to conduct a full cycle of customer, employee and service excellence measurements.
- Section 7 (Performance Results) documents the research results of the required customer and employee measurements.