What you will be able to do
- A map of the signals that steer how staff treat customers
- A list of rewards and rules that work against customers
- Clear limits that let staff act for customers on the spot
- Ways to bring customer stories into big decisions
What we cover
| Topic | What you do |
|---|---|
| Culture as a system, not a slogan | See how daily signals help or hurt the customer promise. |
| Rewards, rules and who decides | Find where everyday behaviour drifts from stated values. |
| Leadership and employee experience | Lead by example, set clear limits and remove blockers. |
| Accountability and learning | Keep the culture alive with routines, stories and reviews. |
Who it is for
Leaders and managers, customer experience and service leads, HR and culture teams, and anyone who sets the tone for how customers are served. Some experience of leading teams helps.
How the course runs
- One session of 3 live hours
- In person or live online
How it counts toward an ICA professional certification
Customer-Centric Culture, Leadership and Decision-Making counts toward 3 professional certifications. An ICA professional certification is 1 core certification plus at least 2 of the specialized certifications listed for it, in any order. The same specialized certification can count toward more than one professional certification.
A suggested pathway
One way to earn the ICA Customer-Centricity Professional Certification: the core certification plus two specialized certifications, including this one.
Customer-Centricity+
Customer-Centric Culture, Leadership and Decision-Making+
AI for Customer InsightsHow you earn your certification
- Attend every session in full and take an active part in every practice activity. Attendance is mandatory.
- Within 24 hours after class, Agile Visa registers the class and your details with ICA.
- ICA emails you to set up or open your ICA profile.
- Complete ICA's short post-class survey.
- ICA issues your verified Customer-Centric Culture, Leadership and Decision-Making certification badge.
Why learn with Agile Visa
Learn by doing
Short inputs, then real practice on one business case. You leave with work you can use.
Practitioner instructors
ICA authorized instructors who have done the work they teach.
Learn on your schedule
Live online across time zones, or a private class for your team.
Trusted worldwide
The largest, most trusted and most respected ICA accredited training provider globally.
Founded 2017. 75,000+ professionals across 140+ countries.
Register your interest
Tell us what you need and we will reply by email. You can also ask for a private class for your team, in person or live online.
Prefer WhatsApp? Message us on WhatsApp.
Frequently asked questions
What is the ICA Customer-Centric Culture, Leadership and Decision-Making certification?
Customer-Centric Culture, Leadership and Decision-Making (IC-CCLD) is a specialized certification from ICA, the International Certification Alliance (formerly ICAgile). Spot what shapes how people treat customers, give teams room to act, and build routines that keep customers in every decision.
How long is the Customer-Centric Culture, Leadership and Decision-Making course?
One session of 3 live hours, in person or live online.
Does Customer-Centric Culture, Leadership and Decision-Making count toward an ICA professional certification?
Yes. It counts toward the ICA Customer-Centricity Professional Certification, ICA People Management Professional Certification and ICA Decision Making Professional Certification. Each ICA professional certification is 1 core certification plus at least 2 specialized certifications, in any order.
How do I earn the Customer-Centric Culture, Leadership and Decision-Making certification?
Attend the whole session and take an active part in every practice activity. Within 24 hours, Agile Visa registers the class with ICA. ICA emails you to open your ICA profile, you complete ICA's short survey, and ICA issues your verified Customer-Centric Culture, Leadership and Decision-Making certification badge.
Can my team take Customer-Centric Culture, Leadership and Decision-Making together?
Yes. Ask for a private class for your team, in person or live online, and tell us how many people and where they are.
Interested in Customer-Centric Culture, Leadership and Decision-Making?
Register your interest and we will contact you about dates, or ask for a private class for your team, in person or live online.
Register your interest Ask for a private class WhatsApp us