ICX Kenya

The Institute of Customer Service- Kenya (ICS-K) now ICX-Kenya, was inaugurated in 2010 as the authoritative voice of Customer Service in Kenya and in the region. It is the pioneer professional body for Customer Service practitioners in the country. It was founded in February 2010 by a team of Kenyan professionals committed to driving Service Excellence performance and professionalism across sectors. The ICX-Kenya objectives include To provide a forum through which Customer Service professionalism is recognized and promoted. To provide networking opportunities for industry leaders and experts, and a medium through which ideas to promote and improve quality of service are exchanged and implemented. To recognize, promote and celebrate the success of organizations and individuals who demonstrate customer service excellence. To influence decision makers and opinion leaders both in government and private sector to entrench customer service strategy in decision making at a corporate and nationwide level. To develop, promote and disseminate authoritative knowledge and research on customer service information in the region. To improve business performance through creation and monitoring of tangible and measurable impacts of positive customer experience on brand equity and the corporate bottom line. To create strategic partnerships with members and corporate organizations to extend the reach and broaden the scope of customer service best practice. To benchmark against industry experts globally to facilitate knowledge transfer, experiential contact and exchange of ideas and practice. To conduct onsite assessments and customer surveys leading to award of Customer Excellence certifications for organizations compliant with CS requirements and standards.