Head Office, Lusaka, Zambia
+260 977 792 152 agatha@cxaz.academy
Products & Services

Our Programmes

Certification, academic pathways, corporate training, research, mystery shopping and advisory — the full CICM ecosystem, delivered locally by a Zambian team.

A Complete Ecosystem

The full CICM product ecosystem — delivered locally

Six connected service pillars covering the whole customer experience journey: certify your people, train your teams, measure what customers experience, and turn insight into performance.

CERT — Certification Programmes
CERT

Certification Programmes

As CICM's Zambian affiliate, CXAZ delivers globally recognised professional certifications — building world-class, CICM-endorsed credentials for Zambian professionals. Each pathway uses the same curriculum, standards and methodologies used across CICM's pan-African network, contextualised for Zambia and delivered by a Zambian team.

What's included
  • Certified Customer Experience Professional (CCXP) Foundation
  • Certified Contact Centre Professional (CCCP)
  • Certified Customer Service Professional (CCSP)
  • CX Leadership & Strategy Certification
  • Certified Digital Marketer
  • Free CXAZ + CICM Global membership on graduation
Ideal for

CX managers, team leaders, contact centre supervisors, frontline staff, and marketing professionals seeking a globally recognised, CICM-endorsed credential.

Full details Enquire
ACAD — Academic Programmes
ACAD

Academic Programmes

Certificate, Diploma and Graduate Diploma programmes offered in partnership with accredited institutions — combining theory and workplace application for career-long progression. Designed for working professionals who want a recognised academic pathway in customer experience.

What's included
  • Certificate, Diploma & Graduate Diploma pathways
  • Delivered with accredited partner institutions
  • Theory blended with real workplace application
  • Career-long professional progression
  • Workbooks, manuals and mentoring included
Ideal for

Working professionals who want a recognised academic pathway — Certificate, Diploma or Graduate Diploma — while continuing to build real workplace experience.

Full details Enquire
CORP — Corporate Training
CORP

Corporate Training

Bespoke, in-company training programmes designed to transform organisational service culture at every level — from frontline champions to C-suite executives — tailored to Zambian industries. We diagnose, design and deliver against your real service challenges, then measure the change.

What's included
  • In-company, fully customised curricula
  • Frontline, supervisory and executive tiers
  • Sector-specific case studies and role-play
  • Pre- and post-training skills assessment
  • Certificates of completion for participants
Ideal for

Organisations that want to transform service culture at scale — from frontline champions to the C-suite — with a programme tailored to their industry.

Full details Enquire
RSCH — Research & Surveys
RSCH

Research & Surveys

Customer Satisfaction Surveys, skills audits and large-scale research projects across Zambia, feeding into CICM's continental Africa CX Index — with actionable, locally relevant insights. CXAZ is the proud publisher of the Zambia National Customer Satisfaction Index Report.

What's included
  • Customer Satisfaction (CSAT/NPS) surveys
  • Organisational service skills audits
  • Publisher of the Zambia National CSI Report
  • Feeds the continental Africa CX Index
  • Actionable, board-ready insight reports
Ideal for

Leadership teams that need objective, board-ready evidence of how customers experience their service, and how it compares over time and against peers.

Full details Enquire
MYST — Mystery Shopping
MYST

Mystery Shopping

Professional mystery shopping services to objectively evaluate service delivery standards across your organisation, with detailed, actionable performance reports. We measure what your customers actually experience — branch by branch, channel by channel.

What's included
  • In-person, telephone and digital channel audits
  • Objective, standardised evaluation scorecards
  • Branch- and channel-level benchmarking
  • Detailed, actionable performance reports
  • Repeat waves to track improvement over time
Ideal for

Multi-branch and multi-channel organisations that want to measure the real, on-the-ground customer experience — honestly and consistently.

Full details Enquire
CXAD — CX Consulting & Advisory
CXAD

CX Consulting & Advisory

Strategic customer experience consulting, service standards development, CX audits and contact centre advisory services — driving measurable performance improvement for Zambian organisations. We partner with your leadership to turn service into a competitive advantage.

What's included
  • CX strategy and service standards development
  • CX maturity audits and gap analysis
  • Contact centre design and advisory
  • Voice-of-customer programme design
  • Executive coaching on service leadership
Ideal for

Executives and CX leaders who want to turn service into a measurable competitive advantage, backed by strategy, standards and expert guidance.

Full details Enquire
CERT — Flagship Certifications

Globally recognised certification programmes

Build world-class, CICM-endorsed credentials for your professionals. Fees include workbooks, manuals and mentoring — and graduates receive free CXAZ + CICM membership at full Member status.

#ProgrammeTarget GroupDurationMode
1 Certified Customer Experience Professional (CCXP) Foundation CX Managers, Team Leaders, Customer Service Supervisors 3 Months Online
2 Certified Contact Centre Professional (CCCP) Contact Centre Agents & Supervisors 3 Months Online
3 Certified Customer Service Professional (CCSP) Frontline Staff, Branch Officers, Tellers 2 Months Online
4 CX Leadership & Strategy Certification Senior Managers, CX Directors, HODs 4 Months Online
5 Certified Digital Marketer Marketing & Digital Marketing Professionals 3 Months Online
Executive Development

Executive certifications via the Summer & Winter School

Offered through the CXAZ / CICM Global Summer School and Winter School, participants may progress annually through the following certifications.

CertificationAbbr.Target AudienceDuration
Certificate in Customer Experience Management CCEM Customer Service, CX, Marketing & Contact Centre professionals 360 hrs
Certificate in Customer Experience Strategy & Leadership CCESL CX Managers, Team Leaders, Customer Service Supervisors, CEOs 360 hrs
Advanced Certificate in Strategic Customer Experience Management ACSCEM Senior CX leaders and heads of department 360 hrs
CX Consultant Certificate CXEC Consultants and advisory practitioners 360 hrs
CICM Global Certifications

The full CICM certification catalogue

As CICM's Zambian affiliate, CXAZ delivers the complete range of internationally benchmarked CICM certifications — the same globally recognised credentials awarded across CICM's pan-African network, delivered locally by a Zambian team.

CCXP

Certified Customer Experience Professional

A globally recognised credential covering a core set of customer experience competency areas. It ensures certified professionals demonstrate mastery of standardised CX disciplines, and provides a structured framework for continuous professional growth.

5 Months
CXM

Certified Customer Experience Manager

Validates expertise in customer experience management — the ability to effectively manage customer interactions and to lead customer experience professionals with a high level of competency.

3 Months
CCCP

Certified Contact Centre Practitioner

Trains contact centre professionals to handle enquiries and resolve product issues over the phone, covering key customer service skills, business operations, professional communication and management skills.

3 Months
CCSP

Certified Customer Service Professional

Goes beyond traditional support to be strategic and outcome-oriented, focusing on proactive approaches that help customers achieve their desired outcomes while using a company's products and services.

3 Months
CDM

Certified Digital Marketer

A comprehensive course in the key digital marketing skills required for the modern workplace — Google Ads, social media marketing, SEO, Google Analytics, mobile marketing and more.

3 Months
CXLS

CX Leadership & Strategy Certification

For professionals seeking to lead CX initiatives at a strategic level, equipping participants with the knowledge, tools and leadership competencies to design, implement and sustain customer-centric strategies.

3 Months
CTOT

Certified Trainer

Focused on adult learning principles, presentation techniques and session planning — enabling participants to confidently transfer knowledge, manage groups and create engaging workplace learning experiences.

5 Months
Enrol in a CICM Certification
Customised Short Courses

Targeted skills, delivered on demand

Practical short courses that can be delivered in-house or online, tailored to your team and sector.

Grooming and Etiquette Customer Experience Management Customer Relationship Management Customer Service Skills for Service Professionals Key Account Management for Key Account Managers Call Centre Management & Supervisory Development Professional and Personal Branding Team Building — Let's Build Effective Teams Communication Skills for Customer Service Representatives Goal Setting and Managing an Underperforming Customer Service Team
Discuss a programme for your team

Ready to put the customer first?

Join Zambia's professional home for customer experience — one membership, two institutions, a continent of opportunity. Individuals and organisations welcome.

Become a Member