About us
Lead by its founder Prof. Dr. Phil Klaus, the Institute is the global, independent Customer Experience (CX) Professional certification reference.
Certifications
The Institute’s value proposition revolves around a 5-level CX Certification journey, ranging from entry-level front-office employees to CEO and C-level executives willing to move faster and outperform their competitors.
“Phil knows what it takes to win. And that is exactly what Measuring Customer Experience provides to managers who want their companies to win through building strong relationships with customers.”
“Move past individual customer service with this systematic “next-practice” guide to thinking beyond the simple transaction, enhancing your total customer experience and increasing profitability.”
“Dr. Phil Klaus’s investigation and findings on how to measure and improve Customer Experience addresses one of the most pressing issues for marketers and businesses today. His erudite approach to the subject breaks new ground with the EXQ technique being one that will in due course filter down into the practice of advanced marketers.”
“Dr. Phil delivers a revolutionary new way to understand and measure the Customer Experience. He was able to challenge the commonly used surveys to propose a method that allows true insight on how to enhance the customer experience, and ultimately increase Customer Lifetime Value.”
“We know that customer loyalty is one of the most important drivers for the business performance, particularly at a professional service firm. However, we didn’t know what exactly affected it. Through dedicated research, Phil clearly demonstrated the solution by presenting the conceptual model and measurement tool”.