The future corporate landscape belongs to customercentric organizations. The ICEM's agenda, to put succinctly, is to create professionals for customercentric organizations. Thus, your role would be twofold. One is to help create customer-centric organizations and help creating and managing customer experiences. As pointed out in the foregoing pages, ICEM's customer experience management philosophy is built on 3Cs – customer centricity, customer experience and customer lifetime value. To deliver these, we wish our participants to be CATS – great Communicators, sophisticated Analytical Thinkers, humane Task Masters and exemplary Service Champions, with CARE – Career, Attitude, Rigor and Experiential Learning.

Each of these components, when managed effectively and efficiently, creates a virtuous cycle putting customer experience in the forefront. Customer experience is “the sum of all experiences a customer has with a supplier of goods or services.” How can you ensure customer experience is created and managed across all the channels in and outside the company?

Positioned to create “highly energetic, knowledgeable, skillful and most respected with the right attitude”, professionals, ICEM's for-industry-byindustry curriculum enables the participants to understand the value chains of several industries, especially ITES, Retail and Telecom, and chalk out touch points of customer experience management that you would eventually be responsible for. Are you ready for taking on the mantle? You may not be. But the program would ensure you are 100% prepared for taking on that all-important mantle.

Wishing you great learning experience at the Academy.

Dr. Nagendra V. Chowdary,
Center Director, ICEM,
Aegis Global Academy