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Compete FOR your customers,
not against your competitors

Dr. Phil Klaus (2014)

Gain insight on why CX
initiatives fail and succeed.

Are you loosing clients despite your
high NPS/Customer Satisfaction
rating?

Only what gets measured
gets managed! But, are you
measuring the right things?

Home Andrea González 2017-04-23T11:09:22+00:00

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.

How to become a CX leader

“If you think your employees can no longer improve the customer experience, we want to meet you”.

Partners

Discover how to help your clients to design and execute the most profitable customer experience (CX) Strategies.

“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.”

Timothy Keiningham, PhD, Global Chief Strategy Officer and Executive Vice President, Ipsos Loyalty

“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.”

Ian Di Tullio, Director Loyalty Marketing, Air Canada

“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.”

Crispin Rogers, Director Targeted Marketing, Visa Europe

“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.”

Denis Kraus, CDO, Executive Committee, Groupe Beaumanoir

“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”.

Dr. Junichi Kato, Managing Director TMF Group Japan
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Phone. +34 914 495 712

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