IDCXS2022:02 Assessor Training
2-day accreditation programme that qualifies professionals to assess organisations against IDCXS2022:02, the International Digital Customer Experience Standard certified by BSI.
Digital CX is the customer experience
The IDCXS2022:02 Assessor Training (IDCXS-AT) is a 2-day ICXI certification programme that qualifies professionals to conduct independent assessments against the International Digital Customer Experience Standard. IDCXS2022:02 is the digital-channel companion to ICXS2024: where ICXS2024 measures customer experience as a whole, IDCXS2022 measures the digital experience that increasingly defines it. Built on the 5Ps Digital Excellence Model and certified exclusively by BSI, the standard is reviewed every three years. Delegates leave able to apply it with consulting-grade rigour and to defend their scores under organisational pressure.
2 days
09:00 to 17:00 daily
Classroom or virtual
Tutor-led, with scoring calibration
Case-study scoring
NovaTrust Digital Bank, Day 2
Training Certificate
Pathway to full authorisation
The two-day agenda
Twelve modules: the IDCXS2022:02 architecture, the 5Ps Digital Excellence Model and Sections 1 to 4, then Sections 5 to 7, evidence collection, calibration and the NovaTrust case study.
Day 1 · Architecture & Sections 1–4
- D1The 5-Level Scoring Methodology & MRC Discipline
The patented 0/25/50/75/100% scale, six evidence types, certification thresholds and why a single MRC failure blocks certification.
- D1Section 1: Policies
100 points, 11 criteria: strategic intent, data security, GDPR, disaster recovery, third-party standards and continual CX improvement.
- D1Section 2: Places, Digital Channels
100 points, 7 criteria: websites, mobile apps and chatbots, contact and smart centres, omni-channel and WCAG 2.1 accessibility.
- D1Section 3: Digital Services
150 points, 6 criteria: genuine digital products, third-party engagement, DevOps maturity, secure payments and customer education.
- D1Section 4: Processes & Customer Journey Maps
200 points, 6 criteria, the highest-weighted section: evidence-based journey maps, Whole Problem journeys, security maps and business continuity.
- D1Day 1 Practical: Score Sections 1 to 4
Apply the 5-level scale to the NovaTrust evidence pack, identify MRC pass or fail and calibrate as a cohort.
Day 2 · Sections 5–7, Method & Certification
- D2Section 5: People
100 points, 7 criteria: communication, performance records, skill development, feedback, reward and recognition, and appraisals.
- D2Section 6: Measurement of Performance
250 points, 12 criteria, the largest section: customer happiness, complaints, service availability, VOC and sustainable CX improvements.
- D2Section 7: Performance Measurement Results
100 points, 6 criteria: channel results, CX and employee trends, and service availability targets of 99.98% and 99.99%.
- D2Assessment Methodology & Evidence Collection
Document review, employee and customer interviews, hands-on digital channel testing, data review and third-party verification.
- D2ICXI Online Assessment Tool & Calibration
Mandatory tool use, consensus scoring, evidence notes, avoiding score drift and MRC validation before a report is final.
- D2Practical Workshop: NovaTrust Digital Bank
Individual scoring, group moderation and a debrief against reference scores, on a bank moving to digital-first CX.
- D2Certification Pathway, Surveillance & Assessor Code
The BSI process and assessment-day timeline, the 3-year cycle with annual surveillance, and the assessor code.
Who it is for, and what you gain
Who should attend
- Practising ICXS or AICXS assessors expanding into digital CX assessment
- Partner-firm staff conducting independent IDCXS2022 assessments under licensed authority
- Senior digital, UX, product and CX consultancy leads delivering readiness, gap analysis or pre-certification support
- In-house digital, e-commerce, technology and CX leaders pursuing accredited assessor authorisation
- Information security, data privacy and compliance professionals who work alongside digital CX teams
What you will leave with
- Working fluency in IDCXS2022:02: 7 sections, about 55 sub-criteria and 1,000 points
- Practical command of the 5Ps Digital Excellence Model
- Consistent use of the patented 5-level evidence scale
- The MRC discipline and the three certification levels: International Standard, Benchmark and Excellence
- Six-source evidence collection, including hands-on digital channel testing
- Command of the ICXI Online Assessment Tool and assessor calibration
- Scoring discipline that withstands organisational pressure, vendor advocacy and regulatory scrutiny
- The ICXI IDCXS Assessor Training Certificate and the pathway to accredited assessor authorisation
How it fits the Academy pathway
IDCXS2022:02 Assessor Training is one of ICXI’s standard-specific assessor programmes, alongside ICXI Accredited Assessor Training for ICXS2024 and Government CX Assessor Training (GCXA). Senior practitioner experience in digital CX, UX, customer experience or service design is expected, and familiarity with the wider ICXI Academy, such as the CX Professional Diploma, is recommended. Assessors can extend into the IEHWS2023:01, AICXS2025:01 and IPEXS2026:01 assessor trainings. Formal authorisation as an IDCXS Accredited Assessor follows supervised observation on a live assessment, proficiency with the ICXI Online Assessment Tool, ongoing moderation and annual CPD.
Related courses.
Academy · 2 days
ICXI Accredited Assessor Training (ICXS2024)
The Accredited Assessor pathway for ICXS2024:01 (7 sections, 1,000 points, 27 MRC, the 5Ps Service Excellence Model).
Academy · 2 days
IEHWS2023:01 Assessor Training
Accredited Assessor pathway for IEHWS2023:01, the International Employee Happiness & Wellbeing Standard.
Academy · 2 days
AICXS2025:01 Assessor Training
Accredited Assessor pathway for AICXS2025:01, the International AI Customer Experience Standard.
Book a place on IDCXS2022:02 Assessor Training
Book a seat on a public cohort, or arrange an in-house cohort for a partner firm, digital agency or technology consultancy. The ICXI team will come back to you with dates and details.
Frequently asked questions
Who is IDCXS2022:02 Assessor Training for?
Professionals who will assess organisations against IDCXS2022:02: practising ICXS or AICXS assessors expanding into digital CX, partner-firm staff working under licensed authority, senior digital, UX, product and CX consultancy leads, in-house digital and technology leaders, and information security, data privacy and compliance professionals who work alongside digital CX teams.
How long is the course and how is it delivered?
Two days, 09:00 to 17:00, tutor-led in a classroom or live virtual, mixing instruction, evidence-review exercises, scoring calibration and case-study moderation.
How is the course assessed?
Through the NovaTrust Digital Bank case study on Day 2: individual scoring, group moderation, then a debrief against reference scores. Successful delegates receive the ICXI IDCXS Assessor Training Certificate.
What does IDCXS2022:02 assess?
Digital customer experience across 7 sections and 1,000 points: Policies, Places (Digital Channels), Digital Services, Processes and Customer Journey Maps, People, Measurement of Performance, and Performance Measurement Results. Organisations are certified by BSI at three levels, International Standard (55%), International Benchmark (75%) and International Excellence (90%), and every Mandatory Requirement Criterion must be met.
How do I become an accredited IDCXS assessor?
The training certificate is the first step. Full authorisation as an ICXI IDCXS Accredited Assessor also requires supervised observation on at least one live IDCXS2022 assessment under a Lead Assessor, proficiency with the ICXI Online Assessment Tool, ongoing moderation and annual CPD.
How does it fit ICXI's other courses?
It is one of ICXI’s standard-specific assessor programmes, alongside ICXI Accredited Assessor Training for ICXS2024, Government CX Assessor Training and the IEHWS, AICXS and IPEXS assessor trainings.