Institute of Customer Experience Management“If you don’t keep your customers happy, somebody else will.” The global business economy is no longer confined to the output of the industrial compound. Manufacturing and heavy industry is giving way to a new, gleaming economy propelled by intangible services and interactions. In fact, emerging nations like India are fueling their rapid growth almost exclusively through the services sector. With such changing landscapes in the business world, it is unfortunate that the academic world has failed to match pace. While there are plenty of programs in product, price, and promotion management in our business schools in India, there is almost no academic attention devoted to customer experience management and customer lifetime value maximization. The Institute of Customer Experience Management (ICEM), the flagship institute of Aegis Global Academy, is the first-of-its-kind to offer an MBA equivalent program focused solely on customer experience management and customer-centricity. Aimed at creating professionals for the Services Sector, ICEM offers a unique curriculum to equip students with a “superior service experience” mindset and a managerial ambition to drive the ethos of the service industry in a positive and upward direction. Offering a variety of specializations according to service industry verticals, our students are immersed in rigorous theories of general management as well practical situations demanding the application of customer management skills, measurement of customer experience, and lifetime value maximization. In a nutshell, ICEM is an institution created by the services sector, for the services sector, to produce professionals most suited for the booming services sector. The Curriculum The curriculum of ICEM will be heavily oriented towards practical experience through live customer contact management and internships. Throughout the 15-month Post Graduate Program in Business Management (PGPBM) in Service Sector Industries, students will be exposed to Principles of General Management and gain a theoretical grounding: • Customer management skills Principles of general management with customization for CLTV (Customer life time value) to be taught by IIM Indore with a combination of classes at IIM Indore campus, IIM faculty visiting ICEM campus and synchronous learning methodology. Customer Experience Management by world renowned SQC, Singapore, consisting of videos, classroom lectures and role plays. Around 65 percent of the program will entail immersive experiences in managing the different types of customer contact channels and gaining in-depth familiarization of service industry verticals through 12 weeks of internships. Students have to choose to specialize either in BFSI, Telecom, ITES, or Retail sectors. Industry domain specific knowledge and related modules for each of the sectors will be taught by core faculty and senior industry experts. Evaluation will be on the basis of progressive module. Institute of Customer Experience Management (ICEM)’s POST GRADUATE PROGRAM IN BUSINESS MANAGEMENT in the Service Sector Industry is a 15-month program where the onus of learning would rest with the student. A lot of effort would be needed to prepare for each session. Every course has various evaluation components such as the following:
The pedagogy for each course is determined by the course faculty, in consent with the Director and based on the overall guidelines of Aegis Global Academy. OUR DISTINCTIVE APPROACH
A Business School for the Industry, by the Industry Being the world's first Institute of Customer Experience Management is not the only first we have to our credit. Our 15-month Post Graduate Program in Business Management (PGPBM) in the Service Sector Industry is the only program, that also earns you practical work experience. Our syllabus breakup of 65% practicals and 35% theory is also innovative. And our aim of creating 100% employment-ready professionals is something we plan to repeat, year after year. 
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