The new ICXS2024 customer experience standard has evolved with the objective of maintaining it as the only global standard for the delivery of customer experience service excellence supported by 3rd party certification.

One of the primary aims  is to motivate organisations to focus their attention on the customer experience through the delivery of service excellence  and recognise success through a certification scheme administered by British Standards Institution (BSI).

We have also taken into consideration feedback from all concerned global parties: 

  • Stakeholders, 
  • Partners, 
  • Members of the strategic advisory panel, 
  • Clients and customers

Developments have been further supported by the Institute’s international research in determining the main drivers and new challenges in our field.

This new standard contains the core principles of the Service Excellence and combines these with key customer experience measurable which together create a flexible yet quantifiable framework for organisations like yours to follow