What you will be able to do
- A map of how your own work reaches the customer
- Simple ways to learn what customers need and why
- Clear choices on which customers and issues come first
- A path to get customer feedback to the people who can act
What we cover
| Topic | What you do |
|---|---|
| What customer focus really means | Start from the customer's view, not your own processes. |
| Your role in customer value | Trace how everyday decisions in your role reach customers. |
| Understanding the customer | Use interviews, observation and data to learn real needs. |
| Customer differences and priorities | Prioritise customer groups and weigh choices in the open. |
| Acting on behalf of the customer | Act on strong evidence, and pass issues to the right owner. |
| Keeping the customer in view | Link customer value to results and check that changes work. |
Who it is for
People in every function and at every level, from operations, finance and IT to sales, service and leadership. No customer experience background needed.
How the course runs
- In person: one day, 6 live hours
- Live online: two sessions of 3 hours
- Before class: a short video and a one page read
How to earn the ICA Customer-Centricity Professional Certification
The ICA Customer-Centricity Professional Certification (ICP-CEN) is 1 core certification plus at least 2 of the specialized certifications below, in any order.
Your pathway
Our suggested route: this core course plus two specialized certifications that build on it.
Customer-CentricityAll 8 specialized certifications that count
How 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-Centricity 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-Centricity Professional Certification?
The ICA Customer-Centricity Professional Certification (ICP-CEN) is the Customer-Centricity core certification (IC-CUCY) plus at least 2 of the 8 specialized certifications that count toward it, in any order.
How long is the Customer-Centricity core course?
6 live hours: one day in person, or two live online sessions of 3 hours. Before class you watch a short video and go through a one page read.
Which specialized certifications count toward the ICA Customer-Centricity Professional Certification?
8 specialized certifications count, including AI for Customer Insights, CX Metrics and ROI, Customer Experience (CX), Customer Success & Relationship Management and Customer-Centric Culture, Leadership and Decision-Making. The full list is on this page.
How do I earn the Customer-Centricity certification?
Attend every session in full 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-Centricity certification badge.
Can my team take Customer-Centricity 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-Centricity?
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