The value and necessity of the role of employees in resolving the service quality/customer experience equation has always been well understood. The Covid Pandemic brought this factor into even sharper relief as organisations were required to develop new operational processes and methods to meet the needs of both employees and customers.

A challenge that was met with a highly variable range of success. Part of the reason for some of the less successful approaches may well have been due to neither employer nor employees developing a working relationship based on mutually accepted Models designed to deliver a mutually beneficial outcome.

As the ratio of more digital to less human customer contact increases so the importance of every customer contact with a real employee producing a positive experience is further increased.

In recognising this rising imperative, The International Customer Experience Institute (ICXI) has developed this new Certification as the foundation and structure to assist organisations to dramatically improve Employee Happiness and Wellbeing.

Its aim is to provide organisations of all sizes in all sectors with the means and methodology to create the most positive and productive operational environment possible for the mutual benefit of the customer, the employee, and the organisation.