The economic rise of India on the global stage has been powered by the services sector. We are now entering the mature phase of this growth where service delivery is being inextricably connected to experience. To remain globally competitive in the experiential economy, the need to grasp the dimensions of customer experience management becomes imperative.

Currently, we see that all professional management is dedicated to teaching the 4 Ps, namely, Product, Price, Promotion, and Physical distribution. As a result, the 3 Cs of Customer Centricity, Customer Experience, and Customer Lifetime Value, which are the pillars of every service-delivery company has been completely ignored.

The Institute of Customer Experience Management (ICEM) is thus wholly focused on promoting a deeply rooted culture of customer centricity as an imperative for success. Our objective is to reorient an organization’s perspective on customer experience from being a value-addition to a core enabler of the organization’s survival and long-term success. We believe that this focus will enable organizations to build meaningful and long-term relationships with their customers while maintaining sustainable and competitive value.

From a larger perspective, every individual stands to benefit from an experientially aware economy. Every person deserves to be treated with fairness and courtesy in every interaction with a service provider—be it a bank, a telecom service provider, or an insurance company. Indeed, when service or product cost can no longer be a comparative factor, it is the experience of this interaction that can influence key decision-making moments.

To deliver our unique academic program in customer experience management, we have partnered with the best organizations in the field. We are proud to associate with IIM-Indore, Service Quality Centre (SQC) in Singapore, and Customer Operations Performance Center Inc. (COPC Inc.) in the US. Each of these institutions have done cutting-edge work in spheres related to General Management, Customer Experience Management, and process excellence related to the services sector; they bring a unique dimension to the curriculum and grooming of our students.

As you learn more about ICEM, you will notice that our curriculum is heavily oriented towards applying theories into practice. This ensures that students who go through the portals of our institute are job ready and productive from day-one in the industry.

ICEM is an institution created by the service industry for the service industry. We are confident that with the curriculum vetted by top organizations in the services sector, we will produce graduates who are fit for the services industry.

Subir Ghosh,
President,
Aegis Global Academy