An independently governed Zambian institution, the official CICM affiliate for Zambia, and the professional home for everyone committed to putting the customer first.
The Customer Experience Academy Zambia (CXAZ) is Zambia's dedicated professional body for customer service, customer experience and contact centre excellence. We have built a proud track record of equipping Zambian professionals and organisations with the skills, standards and strategic capability needed to compete on service quality — locally, regionally and globally.
CXAZ operates as the official Zambian affiliate of the Chartered Institute of Customer Management (CICM), Africa's premier CX professional body. While we work hand-in-hand with CICM on certification, training and research, CXAZ is an independently governed Zambian institution — led by its own Managing Director and a locally constituted Board of Directors, and answerable first to the professionals, organisations and communities it serves in Zambia.
This dual identity is our greatest strength: the credibility, curriculum and continental network of a pan-African institute, combined with the local governance, context and accountability that only a Zambian-run organisation can offer.
Service Excellence. Zambian Standards. Global Reach.
To be Zambia's most trusted authority on customer experience — transforming how Zambian organisations engage, serve and retain the people they exist for.
To build a generation of skilled, certified CX professionals and confident, service-driven organisations across Zambia — through world-class training, research and advisory support delivered in a truly Zambian context.
Ubuntu (People First) · Excellence · Integrity · Innovation · Accountability · Impact
CXAZ's authority is anchored in relationships that give members and clients confidence in every certificate we issue and every engagement we deliver.
CXAZ is the recognised implementation and certification partner of the Chartered Institute of Customer Management (CICM) for Zambia — one country in CICM's pan-African network of 13 African countries. Through this affiliation, CXAZ jointly executes CICM's certification programmes, corporate training, research projects and events in Zambia, ensuring every CXAZ credential carries an internationally benchmarked standard while remaining fully adapted to the Zambian market.
CXAZ is proudly a member of, and endorsed by, ACXO — the continental body that recognises and supports credible national CX institutions across Africa. ACXO's endorsement affirms that CXAZ meets the governance, ethical and professional standards expected of a national customer experience authority.
Visit acxo.orgTwo endorsements. One standard of excellence. A local team you can trust.
CXAZ is led by a Managing Director and governed by a Zambian Board of Directors — combining local expertise with ties to CICM's continental leadership, so our programmes, standards and governance remain both globally credible and firmly Zambian.
Dr. Agatha Chipampila Mwandia leads CXAZ with 20+ years of experience in customer experience, service excellence and organisational leadership. She is a recognised voice on customer experience in Zambia and the region.
The CXAZ Board provides local governance, strategic direction and continental linkage — and includes a shared director with the CICM Board, reinforcing the strength of the affiliation.
An independent Zambian institution backed by CICM's continental standards and ACXO's endorsement — credibility you can trust.
Every CXAZ member automatically becomes a CICM Global Member — no separate application, no additional cost.
Programmes focus on global best practice and current trends, contextualised for the Zambian market.
Designed for people working full-time — start when you want and progress at your own pace.
Fees include workbooks, manuals and mentoring; graduates receive free CXAZ and CICM membership at full Member status.
A Zambian team that understands Zambian organisations, with measurable impact across every major sector.
Join Zambia's professional home for customer experience — one membership, two institutions, a continent of opportunity. Individuals and organisations welcome.