Over 10 Years Of Advocating for Service Excellence in Zambia
We opened our doors on the principle that customers should get maximum value, not just products—from their service providers. We continue to work with ambitious companies and individuals who want to define the future, not hide from it. Our members have various “tied economics” arrangements with clients, allowing them to better align their financial incentives with client outcomes. They are passionate about delivering value for clients, and these arrangements make their commitments more than a promise. We succeed only when our clients do.
50+
Platinum Partners
1000+
Individual Members
13+
Years of Promoting Customer Experience
5000+
Professionals groomed to global standards
You only succeed when your customer does.
Chartered Institute of Customer Management Zambia is a non-profit, membership driven 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 other Commercial Functions. Our aim is to develop the Zambian Customer Experience (Contact Centre, Customer Care, Customer Service, Client Services) industry and the professionals therein to world class standards through Customer Research, Setting Standards, Continuous Professional Development and benchmarking through industry networking as professionals and benchmarking with Customer Experience Bodies across the world.
“Championing CX 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. Because any success is ted to the customer outcomes.”
CICM Zambia Launches First Ever Zambia National Customer Experience Index.
April 20226 – CICM News Desk
The launch of this first Zambia National Customer Experience Index (ZamCXI) marks a defining moment in our nation’s journey toward service excellence. For the first time, Zambia has a unified, data-driven lens through which we can understand how customers and citizens experience the services that shape their daily lives. This report is more than a measurement tool — it is a national benchmark, a mirror, and a catalyst for transformation.
Whether one interacts with a bank, a mobile operator, a retailer, or a government agency, expectations are shaped by the best experiences available anywhere. The ZamCXI recognises this reality and provides a structured, evidence-based foundation for improving how organisations serve customers and how government institutions serve citizens.
This year’s findings highlight both our progress and our opportunities. They reveal where organisations are delivering value, where trust is being strengthened, and where service gaps continue to affect the lived experience of Zambians. Importantly, the Index brings together Customer Experience (CX) and Citizen Experience (CzX) – two domains that are often treated separately but are, in truth, deeply interconnected. When businesses elevate CX, they raise the standard for public services. When government improves CzX, it creates an enabling environment for businesses to thrive. Together, they form the backbone of a competitive, inclusive, and future-ready Zambia.
Click Link below to get a copy of the 2026 ZamCXI Report.
Learn, Network, Benchmark & Grow.
CICM is membership driven institute and all executive board members are voted into office from the existing members by the members themselves at an Annual General Meeting once every two years. Our members are professionals working in the customer experience (Service & contact centre) industries and have all sworn to an unmatched commitment to service excellence and benefit a lot from the institute activities as they learn, network, share experiences and benchmark to improve and grow professionally. Be that professional, become a member to day!
Introducing the new CICM Customer Experience Competency Framework
From CX awareness to global certification and recognition. This framework was designed to grow with you at every stage of your career. From frontline essentials to executive-level mastery, each level builds your capability, confidence, and impact. Every move advances your skills and professional membership status—so you don’t just develop, it elevates your standing in the profession.
Events Calender - May to December
We hope you attended and enjoyed the events from January to April. We still have a number of events lined up for you until year end starting with the launch of the CICM Copperbelt Charter and the Copperbelt Masterclass. The Call centre week comes next with a Call Centre Symposium and Local and International CX Exchange Programs before the winterschool and the Africa CX Leaders Forum t be held in Rwanda to close Q3 of 2026. The biggest CX Event in Zambia, he Customer Service week, AGM, Conference and CX Awards dominate the last quarter of the year.
Up Next....
