Who We Are
The Global Experience Authority
ICXI — the International Customer Experience Institute — is the global authority for experience measurement, standards, education and recognition. We provide the frameworks organisations use to define, measure and certify customer, employee, patient and AI experience excellence.
Our integrated ecosystem spans eight internationally recognised standards, AI-driven maturity assessments, professional qualifications and data-driven awards. Delivered through a global network of over 250 accredited partners across 45 countries, ICXI sets the benchmark for how organisations understand, improve and demonstrate experience excellence.
We don’t talk about experience excellence. We define it, measure it, teach it and recognise it.
What We Do
ICXI operates across four interconnected pillars — each designed to help organisations move from aspiration to evidence, from intention to independently validated performance.
The SENMA Pathway
ICXI’s integrated SENMA model — Standards, Essentials, Navigators, Maturity Assessments — provides a structured pathway from initial measurement through to full BSI certification. It means organisations can start wherever they are: a quick EEI assessment to establish a baseline, a Navigator deep-dive to diagnose specific gaps, or direct pursuit of BSI standards certification for those ready for formal validation.
The pathway is designed to be progressive and practical. An organisation might begin with an EEI Essential assessment, progress to a Navigator diagnostic, build capability through ICXI Academy qualifications, and ultimately achieve BSI certification — with EEI Awards recognition at every stage of the journey.
One integrated ecosystem. Eight standards. Three assessment types. Four maturity levels. Global benchmarking. Evidence-based recognition.
What Makes ICXI Different
The experience industry has no shortage of consultancies, conferences and commentary. What it has lacked is a single, integrated authority that connects measurement, certification, education and recognition into one coherent, evidence-based system.
Our Leadership
ICXI is led by a team of experienced practitioners, standards professionals and industry leaders who have spent their careers at the intersection of experience management, organisational performance and professional standards development.
Our leadership team brings together deep expertise in CX strategy, BSI standards development, AI-driven assessment methodology, professional education design and global partnership management.
Leadership team profiles coming soon. For enquiries, contact info@icxi.com.
Our Global Network
ICXI delivers through a worldwide network of over 250 accredited partners — training providers, consultancies, assessment bodies and industry organisations — operating across 45 countries and 15 languages.
Our largest and fastest-growing region is the GCC and Middle East, with deep partnerships across the UAE, Saudi Arabia, Qatar, Bahrain, Kuwait and Oman. Our UK headquarters anchors our European and African operations, with growing presence across Western Europe, North Africa and Sub-Saharan Africa. We are expanding across Asia Pacific and the Americas through partners in Hong Kong, Singapore, Brazil and beyond.
The framework is universal. The delivery is local. Whether an organisation is in Dubai, London or São Paulo, ICXI standards and assessments are delivered to the same global benchmark.
To become an ICXI partner, visit icxi.com/partners or contact partners@icxi.com.
Our Mission
To professionalise customer, employee, patient and AI experience through evidence-based standards, validated assessment, world-class education and data-driven recognition — so that every organisation, in every sector, in every market, can measure where it stands and know what excellence looks like.
Experience excellence is not a project. It is not a department. It is a discipline — and ICXI exists to define, measure and advance that discipline worldwide.