We succeed only when our customers do.
“Championing customer experience innovators to achieve the extraordinary. Helping them see the world through the customer’s lens; to discover opportunities for their customers they may never have imagined & to achieve for them results that bridge what is with what can be”. That’s our Mandate
Over 10 Years Of Satisfying Customer Experience
CICM ZAMBIA is a non-profit, membership driven national body, established in 2013, focused on promoting Customer Experience in Zambia as a profession and a vital management discipline apart from but closely linked to the Marketing Function. Our aim is to develop the Zambian Call Centre and Customer Service industries and the professionals therein to world class standards through continuous professional development and benchmarking by networking
them together and with other professionals and Customer Service Bodies across the world.
20+
Platinum Partners
500+
Individual Members
10+
Years of Promoting Customer Experience
10+
Of Annual Events
Where Customer Satisfaction Meets Strategy.
With over 10 years of experience, we combine expert-led training with real-world solutions to deliver measurable results.
We Follow Best Practices
We’re passionate about service excellence – mainly because we’ve seen what a huge impact it can have on the long-term success of any business. That’s why we’ve developed a highly effective approach to helping organizations consistently delight their customers – and it’s built on four independent, but interconnected cornerstones
- Research
- Consult
- Systems
- Training
Board Members
Brain J. Silungwe
Chairperson
Boniface Moonze
Vice Chairperson
Belinda Mwiinga
Director - Training
Our Mission and Our Vision
Our Vision
Our Vision is to be an industry leader in Customer Experience in Zambia and to grow it as a profession and a vital management discipline as well as grow the professionals to world class standards.
Our Mission
Our mission is to help our members create such high levels of value that together we set new standards of excellence in the Customer Service industry, Improve the welfare and life of not only our customers but the professionals working in this industry and contribute to community life in a sustainable and economical way.