Experience Management

Intro cx

Successful implementation of CX has many advantages, including higher customer satisfaction, improved returns on investment, and overall a greater shareholder value. However, few companies have the capabilities to implement CX successfully.

Clare

Clare Muscutt

Clare Muscutt is one of the world’s leading experts in Customer Experience and specialises in customer-led service design and business transformation. Clare’s career started ‘on the shop floor’ working in the hospitality industry whilst completing her Masters in Marketing at the University of Birmingham. She spent her early days in General Management, running hotels and restaurants at the tender age of 23, and went on to hold a number of senior customer focussed leadership roles in FTSE 100 organisations, working with and for some of the UK’s best-known brands including: M&S, British Airways and Premier Inn before heading up Customer Experience at the UK’s second largest retailer, Sainsbury’s.

Clare made the brave decision to quit a successful corporate career to branch out on her own, starting-up her own consultancy business, CMXperience LTD, from her kitchen at home, and now works with a diverse range of clients, ranging from start-ups looking to grow, to public-sector organisations looking to re-design national government services. Her status as a thought-leader and influencer has also led to public speaking, regularly travelling the world to inspire others and share her insight at conferences and marketing events across Europe, Africa, the US and Asia Pacific.

Clare has won numerous awards including being the first woman to win UK Customer Experience Professional of the Year, endorsing her for her creative forward-thinking approach and impressive commercial results and recently featured in Fabulous & Fearless.

Osman

Dr Osman Khan

Dr. Osman Khan, is one of the pioneering Customer Experience and Loyalty experts in the world and has written several best selling books. His thoughts, ideas and Customer Experience Management (CEM) models have transformed thinking in this space across the globe.

Dr. Khan is foremost an academic, and holds an MBA and a PhD in Marketing.

He has worked with numerous global companies as a consultant, trainer, researcher and as a member of the marketing team, including working as a C-Suite Executive at several companies in the UK, as a Director of MBA Programmes at a top London University and serving on the management boards of Consulting, Training, and Tech firms across Europe, the US and the Middle East.

Today Dr Khan works with companies around the globe, from start-ups to Fortune 500 and FTSE 50 companies to improve their business performance, as well as helping firms in the UK and USA in improve customer loyalty, increase sales, and reassesses their strategic marketing goals.

Dr. Khan won the prestigious Times Higher Education award and has taught at some of the world's leading educational establishments including Harvard. He has published four books at the European Centre for Best Practice Management and his latest book “Getting Customer to Love Your Brand” is available on Amazon.

trainings

Our Training Programmes

ICM offers two key customer experience trainings:

CCXP - Certified Customer Experience Practitioner: Our European certified CCXP programmes is designed for the CX practitioners. This includes those in the front-line positions, that have to deal with customer experiences on a frequent basis. This programme is for both experienced team members as well as those new to CX.
CCXM - Certified Customer Experience Manager: Our CCXM is also European certified. This programme is the next level certification for experienced CX managers. It is designed for those that have to develop mid to long-term plans and strategies.