AAT · THE ASSESSOR PATHWAY

ICXI Accredited Assessor Training

2-day certification programme that qualifies professionals to conduct independent assessments against ICXS2024:01, the International Customer Experience Standard.

2

DAYS

7

SECTIONS

1,000

ASSESSMENT POINTS

27

MRC

The accreditation programme for ICXS2024:01 assessors

ICXI Accredited Assessor Training (AAT) qualifies professionals to conduct independent assessments against ICXS2024:01, the International Customer Experience Standard. Published on 1 February 2024 to replace ICXS2019, ICXS2024 is the parent CX standard from which ICXI’s subject standards draw their evidence and scoring methodology, and organisations are certified against it exclusively by BSI. Over two days the programme moves from the architecture of the standard, the patented 5-level scoring scale, the 27 Mandatory Requirement Criteria and Sections 1 to 4, into the assessor’s operating discipline: Sections 5 to 7, the Pathfinder instruments, the 6-step assessment process and the assessor code.

2 days

09:00 to 17:00 daily

Classroom or live virtual

Tutor-led, with scoring calibration

Case-study assessment

Scoring and moderation on Day 2

Training Certificate

Certified by ICXI

The two-day agenda

Every module maps to a section of ICXS2024:01. Day 1 covers the architecture, the scoring and Sections 1 to 4; Day 2 completes Sections 5 to 7 and the assessment process.

Day 1 · Standard Architecture, Scoring & Sections 1–4

D1

The 5-Level Scoring Methodology & MRC Discipline

The patented 0, 25, 50, 75 and 100 per cent scale, the 27 Mandatory Requirement Criteria, and why a single MRC failure prevents certification at any level.

D1

Section 1: Policies

100 points, 6 of 7 criteria mandatory: strategic intent, the Customer Happiness Charter, service standards, HR, health and safety, improvement and technology policies.

D1

Section 2: Places & Channels

100 points, 2 of 5 criteria mandatory: the quality and accessibility of physical, digital and contact-centre environments.

D1

Section 3: Products & Services

100 points, 3 of 8 criteria mandatory: products and services that meet customer needs with transparency, fair pricing and after-sales support.

D1

Section 4: Processes & Customer Journey Maps

200 points, 4 of 5 criteria mandatory: process design, end-to-end journey maps and the Happiness Value Moments scale for scoring touchpoints.

Day 2 · Sections 5–7, Pathfinder, Process & Certification

D2

Section 5: People

200 points, 7 of 8 criteria mandatory: internal communication, skills, CX knowledge, appraisals and employee feedback.

D2

Section 6: Measurement of Performance

200 points, 7 of 14 criteria mandatory: the analytics core, from customer happiness and complaints to VOC, segmentation and loyalty.

D2

Section 7: Performance Results

100 points, every criterion mandatory: customer happiness, employee happiness and channel performance results. Outcomes, not plans.

D2

Pathfinder VOC / VOE & the CEM Improvement Model

The P15, P25 and P50 customer surveys, Pathfinder VOE, and the Measure, Analyse, Plan, Implement improvement cycle.

D2

Practical Case Study & Moderation

Score a worked organisation against the full 1,000-point framework, moderate as a group, then calibrate against reference scores.

D2

The Assessor Code & Certification Pathway

The 6-step assessment process, reporting standards, the ethical code and the route to authorisation.

Who it is for, and what you gain

Who should attend

  • Practising assessors moving onto ICXS2024:01 from another standard
  • Partner-firm staff conducting licensed ICXS2024 assessments
  • Senior consultancy CX leads delivering readiness and gap analysis
  • Senior in-house CX leaders pursuing assessor authorisation
  • BSI-aligned certification professionals in the ICXS2024 ecosystem
  • Practitioners progressing from CXMA, CXVOC, CXEMA or the Diploma

What you will leave with

  • Command of the ICXS2024:01 architecture: 7 sections, 1,000 points, 27 MRC
  • Consistent use of the patented 5-level evidence scoring scale
  • The ability to diagnose maturity against the three certification levels
  • Confidence leading an evidence-based assessment across all 7 sections
  • The 6-step assessment process, through to a report fit for BSI submission
  • The ICXI Accredited Assessor Training Certificate and a path to authorisation

How it fits the Academy pathway

Accredited Assessor Training is the assessor tier of the ICXI Academy, building on the CX Foundation Course (2 days) and the CX Professional Diploma (5 days), alongside ICXI’s assessor trainings for AICXS, IPEXS and government CX. The two days award the ICXI Accredited Assessor Training Certificate. Authorisation as an ICXI Accredited Assessor follows supervised observation on at least one live ICXS2024 assessment under a Lead Assessor, ongoing participation in ICXI moderation, and an annual performance review with CPD.

Book a place on ICXI Accredited Assessor Training

Book a seat on a public cohort, arrange an in-house cohort for a partner firm, regulator or assurance practice, or ask about the partner-licensed ICXS2024 assessor pathway. The ICXI team will come back to you with dates and details.

Frequently asked questions

It is for professionals who will conduct independent assessments against ICXS2024:01: practising assessors moving from another CX or quality standard, partner-firm staff working under licence, senior consultancy and in-house CX leads, and BSI-aligned certification professionals. Practitioners progressing from CXMA, CXVOC, CXEMA or the CX Professional Diploma also join the assessor pathway here.

The course is two days, running 09:00 to 17:00 each day, tutor-led in the classroom or as live virtual training. It mixes instruction with evidence-review exercises, scoring calibration and case-study moderation. Senior practitioner-level experience in CX is expected, and familiarity with the wider ICXI Academy curriculum is recommended.

On Day 2 you score a worked organisation against the full 1,000-point framework, including MRC pass or fail. You score your assigned sections individually with a written rationale, the cohort moderates the differences, and the lead assessor then reveals the reference scores and certification recommendation for debrief and calibration.

You will be able to explain the ICXS2024:01 architecture, apply the 5-level evidence scale consistently, identify the 27 MRC, diagnose maturity against the three certification levels, use the Pathfinder VOC and VOE instruments, and run the 6-step assessment process through to a report fit for BSI certification submission.

Every module maps directly to a section of ICXS2024:01, its criteria and its scoring, and the 27 mandatory criteria are taught as the integrity backbone of the standard. Scoring is evidence-led, never opinion-based, and the Day 2 case study replicates live ICXS2024 assessment governance.

Accredited Assessor Training is the assessor tier of the ICXI Academy, after the CX Foundation Course (2 days) and the CX Professional Diploma (5 days). It awards the ICXI Accredited Assessor Training Certificate; full authorisation as an ICXI Accredited Assessor also needs a supervised live ICXS2024 assessment, ongoing moderation and annual CPD.