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Empowering Success Through Partnerships

ICXI - International Customer Experience Institute
Transforming Customer Experiences

The International Customer Experience Institute (ICXI) is an international partnership organization dedicated to promoting and sharing global best practices in customer experience. Established in 2007 and headquartered in London and Dubai, ICXI has developed International Customer Experience Standard (ICXS2019) and Digital Experience Standard (IDCXS2022) frameworks for achieving exceptional customer & digital experiences.

The institute works with regional accredited consulting and training partners in the UK, Portugal, Belgium & Luxembourg, Brazil, Japan, Indonesia, Mongolia and the Middle East. Certification is provided by the British Standards Institute (BSI), one of the world's leading accreditation bodies.


ICXI has certified over 200 organizations, trained more than 16,000 individuals, and enlisted over 600 auditors and assessors.

At the core of the ICXI Standards is the original 5Ps Service Excellence Model. This was created and developed as part of a study at Brunel University in the UK to identify all the elements within an organization which impact service quality. Much has changed since this was originally developed. For one, digital delivery of services and products has been growing exponentially!

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The 5Ps model (Policies, Places, Products, Processes & People) is globally accepted as the core principle for ensuring customer experience service excellence across any type of organization. To follow up on the results you need to add KPI’s and their measurement too. Having been internationally applied for over 30 years, it can rationalize key factors into several component elements, making performance analysis more manageable for organizations in the private and public sectors.

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QuestionProShaping Customer Insights

QuestionPro is a leading SaaS survey solutions company providing a wide range of applications to measure and manage customer experience, employee engagement, and the pulse of the audience. Founded in 2005, QuestionPro offers 40+ question types, 350+ ready-made survey templates and customizable themes. Distribute your survey through email, SMS, mobile app, social media, QR code or embed on your website.

Did you know thar QuestionPro offers 80+ features to create online surveys, for free - the highest number of free features in the research industry?

With over 10 million users across 100 countries, QuestionPro has provided survey software to Fortune 100 companies, academic institutions, small businesses, and individual researchers all over the world.

Survey Software

Easy to use and accessible for everyone. Design, send and analyze online surveys.

Research Suite

A suite of enterprise-grade research tools for market research professionals.

Customer Experience

Experiences change the world. Deliver the best with QuestionPro’s CX management software.


Create the best employee experience and act on real-time data from end to end.

Why we partner with QuestionPro?

All your insight needs in one platform - With QuestionPro, all your customer and employee insight needs are covered with one platform. You can access all your questions, surveys, insights and analysis from one location. With us, you’re always in control of your data. QuestionPro is the ultimate solution for any survey, feedback or research needs. From surveys (online or in person), to focus groups and interviews, employee satisfaction surveys, and customer experience we are committed to creating actionable insights at every stage of the feedback process.

Industry Leadership - Since 2005, QuestionPro has been hard at work, solving the most demanding challenges of modernizing market research, surveys, and insights to empower our customers and reach their business goals better than ever before.
Today, QuestionPro is an industry leader in insights, experiences, and software recognized by Forrester, Gartner, Quadrant Spark Matrix, G2 Crowd, and more.

Support 24/7 - Help when you need it, day and night. QuestionPro chat support is available 24/7. Whether you’re just starting out in market research or need assistance with advanced question type or survey programming, our resources and support team are here for you. With help files, on-demand training, certification programs and a plethora of how-to articles guidance is never far away.

Security is our Priority - Caring for our customers' information is critical and complex. The QuestionPro system has been built with data privacy, protection, anonymity, and compliance into every layer. Supporting our customer's insight needs no matter what the industry, channel or interaction. Fully compliant with multiple certifications in General Data Protection Regulation (GDPR), ISO 27001:2013, CCPA, PCI - DDS, Section 508, and HIPAA compliant. 

Ready to revolutionize your approach to customer experience ?
Take the first step by contacting us. Were here to bring your vision to life