The Customer Experience Academy Zambia (CXAZ) is Zambia's dedicated professional body for customer service, customer experience and contact centre excellence — the official Zambian affiliate of the Chartered Institute of Customer Management (CICM).
We combine the credibility, curriculum and continental network of a pan-African institute with the local governance, context and accountability that only a Zambian-run organisation can offer. CXAZ is led by its own Managing Director and a locally constituted Board — answerable first to the professionals, organisations and communities it serves.
The full CICM product ecosystem — the same globally recognised curriculum, standards and methodologies used across the network, contextualised for Zambian organisations and delivered by a Zambian team.
Globally recognised professional certifications in CX, contact centre management, digital marketing and customer success.
Learn moreCertificate, Diploma and Graduate Diploma programmes offered with accredited institutions.
Learn moreBespoke, in-company training that transforms organisational service culture at every level.
Learn moreCustomer satisfaction surveys, skills audits and large-scale research feeding the Africa CX Index.
Learn moreProfessional mystery shopping to objectively evaluate service delivery across your organisation.
Learn moreStrategic CX consulting, service standards development, CX audits and contact centre advisory.
Learn moreCXAZ's authority is anchored in two powerful relationships that give members and clients confidence in every certificate we issue and every engagement we deliver.
CXAZ is the recognised implementation and certification partner of the Chartered Institute of Customer Management (CICM) for Zambia — one country in CICM's pan-African network of 13 African countries. Through this affiliation, CXAZ jointly executes CICM's certification programmes, corporate training, research projects and events in Zambia, ensuring every CXAZ credential carries an internationally benchmarked standard while remaining fully adapted to the Zambian market.
CXAZ is proudly a member of, and endorsed by, ACXO — the continental body that recognises and supports credible national CX institutions across Africa. ACXO's endorsement affirms that CXAZ meets the governance, ethical and professional standards expected of a national customer experience authority.
Visit acxo.orgFrom graduation ceremonies to the Africa Customer Experience Awards, these are the moments that define Zambia's growing community of certified CX professionals.
From banking to mining to the public sector, CXAZ works with the organisations that shape the Zambian customer's everyday experience.
Service standards, contact centre excellence and CX strategy for banks and financial institutions.
Stakeholder and internal-customer experience for Zambia's mining and mineral resources sector.
Contact centre management, digital service and CX certification for telecom operators.
Citizen service excellence and service-culture transformation for government and parastatals.
Frontline service skills and customer loyalty programmes for retail and FMCG brands.
Guest experience, grooming and etiquette training for hospitality and tourism providers.
Patient- and community-centred service standards for health and community organisations.
Customer and member service for agribusiness, cooperatives and agricultural bodies.
Beneficiary and stakeholder experience for NGOs and the development community.
Student and member service excellence for institutions and professional bodies.
An independent Zambian institution backed by CICM's continental standards and ACXO's endorsement — credibility you can trust.
Every CXAZ member automatically becomes a CICM Global Member — no separate application, no additional cost.
Programmes focus on global best practice and current trends, contextualised for the Zambian market.
Designed for people working full-time — start when you want and progress at your own pace.
Fees include workbooks, manuals and mentoring; graduates receive free CXAZ and CICM membership at full Member status.
A Zambian team that understands Zambian organisations, with measurable impact across every major sector.
From first enquiry to active membership and a recognised credential — getting started with CXAZ is straightforward.
Tell us your goal — a certification, corporate training, research or advisory. We'll recommend the right pathway.
Choose your programme or membership category and submit a short application. Individuals and organisations welcome.
Learn from a Zambian team using globally benchmarked CICM curricula, then earn a recognised credential.
Graduate into concurrent CXAZ + CICM membership and a continent-wide community of CX professionals.
"CXAZ gave our frontline and supervisors a shared service standard and a credible benchmark. Our satisfaction scores moved within one quarter."
"The corporate training was tailored to our real service challenges — not a generic course. The pre- and post-assessment made the impact undeniable."
"Becoming CICM-certified through CXAZ, locally, changed how our board sees customer experience. It's now a strategic conversation."
"The mystery shopping programme showed us exactly what customers experience branch by branch. The reports were practical and honest."
"Working-professional friendly and genuinely practical. I finished with a globally recognised credential and a network across the continent."
"CXAZ gave our frontline and supervisors a shared service standard and a credible benchmark. Our satisfaction scores moved within one quarter."
"The corporate training was tailored to our real service challenges — not a generic course. The pre- and post-assessment made the impact undeniable."
"Becoming CICM-certified through CXAZ, locally, changed how our board sees customer experience. It's now a strategic conversation."
"The mystery shopping programme showed us exactly what customers experience branch by branch. The reports were practical and honest."
"Working-professional friendly and genuinely practical. I finished with a globally recognised credential and a network across the continent."
Can't find your answer? Talk to our team — we usually reply within a business day.
Ask a QuestionThe Customer Experience Academy Zambia (CXAZ) is Zambia's dedicated professional body for customer service, customer experience and contact centre excellence. CXAZ is the official Zambian affiliate of the Chartered Institute of Customer Management (CICM) and is endorsed by the African Council of Customer Experience Organizations (ACXO). We are independently governed by a Zambian Managing Director and Board, while delivering globally benchmarked CICM programmes locally.
CXAZ is the recognised implementation and certification partner of CICM for Zambia — one of the countries in CICM's pan-African network. We jointly deliver CICM's certification programmes, corporate training, research and events in Zambia. Every CXAZ credential carries an internationally benchmarked CICM standard, while remaining fully adapted to the Zambian market. Join CXAZ and you automatically become a CICM Global Member — one membership, two institutions.
Membership is open to individuals (Executive and Professional tiers) and to legally registered organisations operating in Zambia. Apply through our Membership page or contact registrar@cxazambia.org. All members receive concurrent CICM Global Membership at no additional cost, plus access to training, research, The Customer Magazine, events and the continental network.
Flagship certifications include the Certified Customer Experience Professional (CCXP) Foundation, Certified Contact Centre Professional (CCCP), Certified Customer Service Professional (CCSP), CX Leadership & Strategy Certification and Certified Digital Marketer. Executive development certificates (CCEM, CCESL, ACSCEM, CXEC) are offered through the CXAZ / CICM Summer School and Winter School.
Yes. Our CORP corporate training is fully bespoke and in-company — designed to transform service culture from frontline to C-suite, tailored to your industry. We also offer CX consulting and advisory, mystery shopping, and customer satisfaction research and surveys.
CXAZ delivers programmes, corporate training and research across Zambia's key economic centres, supported by an online delivery model that reaches professionals in every province. We are the proud publisher of the Zambia National Customer Satisfaction Index Report.
Join Zambia's professional home for customer experience — one membership, two institutions, a continent of opportunity. Individuals and organisations welcome.