We cordially invite you to save the date and join us for an upcoming Customer Engagement Retreat to be held on the 27th - 28th of April @ Kariba Inns, Siavonga. This promises to be both enlightening and transformative and will revolve around the theme of Customer Value Management, where you will gain a comprehensive understanding of all aspects of maximum value engagement and its impact on the success for your business. So, mark your calendars and start planning to attend this must-attend event to gain valuable insights that will drive your business growth and success. We look forward to seeing you there! If you have not yet booked, contact us on info@cicmzambia.org.
CICM will have an AGM for all our members on the 18th of October at Courtyard Hotel, Livingstone. If your organization is a full member of CICM or has CICM individual members within, their presence will be required in the proceedings during this meeting. Each delegate will be expected to pay a k350.
Join us at the Customer Experience Conference 2023 as we delve into the art of “Unlocking the Power of CX”. Get prepared to discover strategies, insights and innovations that will reshape the way you think about customer experiences. Let’s elevate experiences together!
Contact us for registration and more details.
Join us for a night of elegance and cultural fusion at the Awards Gala Dinner.
Dress in your finnest attire and let us celebrate the customer service professionals who will be crowned for service excellence.
In the meantime, you can nominate and motivation through submission and the links below.
1.Organisations (https://forms.gle/J2AZUuKtjz1KBYZ57)
2.Individuals (https://forms.gle/kmCAR9GeRDvHM12e7)
Contact us for more information.
The Customer Service Week is an internationally recognized week focused on celebrating the role of customers in business success and sustainability. The international theme for this year is “Team Service”. During this week, organizations can take the time to appreciate the customers who bring business and the service staff who go out of their way to take care of the much-needed customers with a great deal of care and professionalism.
The Chartered Institute of Customer Management is inviting you and your organisation to participate in the second edition of the Zambia Call Centre Week running from the 12th to 16th of June 2023 under the theme, “Your Connected friends.” This year’s theme recognizes the role of the call centre function and personnel in maintaining that friendly connection with clients throughout leading to customer retention and subsequent business success. Get in touch with us on info@cicmzambia.org to find out more
The Chartered Institute of Customer Management (CICM) is inviting you to get certified through our Certified Service Professionals (CSP) program. CICM will be conducting a certification session from 17th May to 19th May 2023 at Southern Sun Hotel, Lusaka. The certification program differs from other training programs in that this is more academically structured, and one must pass the assessment to get certified. The CSP credential demonstrates that a professional has the experience, education, and competency to practice in the customer management discipline. Candidates for this credential are looking to distinguish themselves in the workforce, validate their skills, stand out to employers, and maximize their earning potential.
Don't be left out, be part of the informative CX Tech Masterclass to be held on the 15th of March 2023 @Southern Sun Hotel under the theme, "Achieving more with data". A valuable opportunity to learn and expand your knowledge on how to take advantage of data
and data platforms to market, strategically and proactively change your approach to customer experience. If you have not yet booked, contact us on info@cicmzambia.org.
2023 Events Calendar
Customer Service Week Program 2022
As part of the international celebrations, Zambia will join the rest of the world in celebrating the Customer Service Week (CSW). The Zambia Customer Service Week is dedicated to promote a culture of service excellence in Zambia and to appreciate the role of customers and customer service/call centre employees in business growth and sustainability. The Chartered Institute for Customer Management will host the CSWeek for the Tenth time in Zambia this year. We are inviting all corporates to join us in celebrating this wonderful cause! This year, during this special week, organizations can:
• Boost morale, motivation and teamwork.
• Reward frontline reps.
• Raise companywide awareness of the importance of customer service.
• Thank other departments for their support.
• Remind customers of their commitment to customer satisfaction.
Customer Service Week Program
In-house programs: 3-7 October 2022
All participating organisations will carry out in-house programs and also have their logos featured on all publicity and promotional campaigns undertaken for the awareness of the Customer Service Week. During the in-house programs, companies have the opportunity to celebrate the CSW at their premises in their customer service centres. Inhouse programs may include but not limited to:
• Customer service trainings
• Customer related promotions
• Decorating customer service areas
• Rewarding key account customers
• Top management serving customers
• Employee fun day(Fun dressing, dress competitions, customer service reward programs)
CSWeek March Past – Friday 30 September 2022 @09Hrs
To raise awareness on the importance of Customer Service and to herald the beginning of the Customer Service Week, we will have a March Past from Zesco HQ through Great East Road to Manda Hill. This will be a great opportunity for companies to sell their customer focused brands and show the nation their commitment to service excellence. The Public can join in the March. Participation is free!
Customer Experience Conference: Thursday 20 – Friday 21 October 2022
Theme: Customer Experience in the Digital Era
What customers desire each time they have an encounter with a service provider is a memorable experience. And such an experience does not happen by chance, you need to create it. In fact, the outcome of the first encounter determines the outcome of the next one or if there is even going to be another. That is where the power of a positive customer interaction comes in.
The growing demand to accelerate innovation in advancing customer service delivery is crucial in today’s fast-paced and global economy. That complexity is generating the urgency in crafting long-term programs across all channels to enable organizations to build lasting and profitable relationships with their customers. The advent of COVID-19 in 2020 did not make things any better. Fortunately, new technology is transforming the way Customer care can be provisioned. New ways to apply customer analytics, KPI strategies and multiple modes of communication are changing how companies reach new customer and keep existing customers engaged. Customer care emerges as not only a key differentiator between companies but is also fast becoming an invaluable tool to capture new markets and new customers. If a customer centric culture is deliberately infused into a business, the return on such a strategy will be very high.
CICM is pleased to host this conference to discuss customer experience and its effects in any business as well as latest issues, standards, global best practices and trends related to the field of customer experience and service delivery.
Call for Presenters
We are offering a chance for Academicians, Customer Service Enthusiasts and Gurus to submit their papers for presentation during the conference. The conference welcomes papers on all aspects of everyday life in Customer Service. This conference welcomes interdisciplinary perspectives on customer service issues. Research papers which adopt a variety of methodological approaches are of interest to this conference. This includes studies which are based on in depth case studies of particular organizations; surveys of service oriented organizations; historical studies of such organisations; observational studies; archival research and discussion papers on matters of contemporary debate.
Conference Objectives
• To acknowledge the move to digital channels and see how we can join the revolution.
• To bring together professionals to network, share ideas, benchmark and learn new trends and global best practices
• To raise awareness on Customer Service in the country
• To incentivise the promotion of a culture of service excellence in Zambia
• To find out and improve the Customer Service status quo of the country
• To motivate players in the service sector to work towards service excellence
• To set pace for the Customer Service Excellence Awards through discussion and review of this year’s customer service status.
Zambia Customer Service Awards Gala Dinner
The end of the customer service week will be celebrated on a dinner on the last day of the CSW. All companies and individuals can join in the dinner celebrations. On the same night will be the Customer Service Awards Ceremony where winners will be crowned for Service Excellence. The CSW dinner can be attended by anyone not necessarily Service Excellence awards participants as this marks the end of the customer service week and a celebration for success.
Zambia Customer Service Awards
21 October 2022 @1830Hrs (Dinner Gala)
The Zambia Customer Service Awards are organised and managed by the Chartered Institute of Customer Management. With customer expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success. This highly demanding area is arguably the critical success factor for many organisations and the country at large. For this reason it was important that the country has its own National Customer Service Awards to recognise, promote and reward excellence, professionalism and outstanding achievement in all sectors.
CICM Zambia
The Chartered Institute of Customer Services (CICM) is a non-profit making national body focused on growing the Zambia Customer Service/Call Centre Industry, its people and Standards to global standards. CICM was formed to promote and further Customer Service from being just a support service or an appendage to other management functions but as a vital management discipline and standalone function. The thrust of CICM revolves around professionals working in call centres, contact centres, customer care/services and other related disciplines. The idea of its formation was motivated by other networking groups in first world countries,
Asia, Middle East and some few African countries that had yielded tremendous customer service/call centre industry growth, boosted the service sector and contact centre industry, created employment, improved service delivery and connected contact centre/ customer services professionals with international recruitment agencies and academic professional boards.
