Chartered Institute Of Customer Management Zambia - CICM Zambia

Zambia's experience is what we make it to be.

Look around.

There's an energy building, a collective belief that Zambia's Customer Experience can be and should be better.

But this shouldn't be just about business; it should be about the heartbeat of our nation; the interactions, the services, the feeling of being a citizen; being known for being warm and welcoming.

To you, government bodies and local authorities, you are the architects of this narrative.

We invite you to the Customer and Citizen Experience Convention, not just to attend, but to co-lead this movement;

To move beyond "public service" as just a term, and to make it a promise.

Let's explore how digital transformation can feel human, how data can drive dignity, and how every encounter, from a local clinic to a national ministry, can make us proud.

This is an opportunity to build the internal cultures that sustain service excellence, and to benchmark the standards that elevate what our beautiful country is known for.

This is a unified national conversation on shaping Zambia's future narrative on customer experience.

Join us on 17th April 2026 at the Mulungushi International Conference Centre. Be part of the change.

Register your delegation (K1,500/delegate)

Reach out to us: 0779390026, 0963337530, 0954947747, or [email protected].

It's a Monday morning. We begin the week with renewed energy.

Here's our CX Quote of the Day.

On this week's membership spotlight, we celebrate Ruth Mwiya, Customer Experience Officer at NICO Insurance Zambia.

She has consistently shaped the service excellence culture of NICO Insurance ensuring that they continue to provide their clients with the best possible experience.

Kudos Ruth 🙌🙌👏

You can also be a subscribed member of the institute.
Reach out to us via the following avenues:

Email: [email protected]
Calls/WhatsApp: 963337530 / +260779390026

Quote of the Day:

"You can get everything right in your business, but if you don't get people and culture right, you will fail. Obsess about the customer."
Ralph Mupita, Group President & CEO of MTN Group

Zambeef Products Plc is part of the service excellence movement.

They joined us for the CX Leadership Development Masterclass held at Ciêla Resort & Spa last week, a clear demonstration of how they have chosen to put service excellence as a priority in 2026.

We are grateful to Zambeef for being part of this important event.

Email: [email protected]
Call/WhatsApp 963337530 / +260779390026

At last week's CX Leadership Development Masterclass, among the companies represented was the Zambia National Building Society.

ZNBS is the winner of the 2025 Customer Service Week Best Theme Interpretation Award.

Even after winning an award, they still continue to aim for better in as far as customer service & customer experience is concerned.

Thank you for your continued commitment to service excellence.

We are building a culture of service excellence.

We greatly appreciate Sanlam Life Insurance Zambia Limited for being part of last week's CX Leadership Development Masterclass.

Sanlam has continued to demonstrate a commitment to service excellence and starting the year with leaders building their capacity to steer their teams towards service excellence is a huge step in the right direction.

We are building a culture of service excellence.

Email: [email protected]
Call / WhatsApp +260963337530 / +260779390026

FNB Zambia did not miss out on the CX Leadership Development Masterclass & this comes as no surprise.

FNB has illustrated its commitment to service excellence through its continued attendance of such programs which has in turn translated into excellent customer experience.

In a bid to elevate its customers' experience, Prudential Zambia chose to be part of the CX Leadership Development Masterclass that was held last week at Ciêla, Lusaka, a Tribute Portfolio Resort and Spa.

As CICM, we keep at it in our bid to build a culture of service excellence.

To be part of our next event, do not hesitate to get in touch with us via email or WhatsApp.

Email: [email protected]
WhatsApp: +260963337530 / +260779390026

CX LEADERSHIP DEVELOPMENT MASTERCLASS A SUCCESS!

Last Friday, we successfully hosted the long awaited CX Leadership Development Masterclass, our first event of the year.

The event attracted CX Leaders from various industries.

We are thankful to all the organizations & individuals that chose to be part of this revolutionary event.

We are also thankful to our Lead Facilitator, Clotilda Mulenga and the co facilitators, Lucy Kiruthu from Kenya, Kpunsa F. Mbinkar from Cameroon & Chantel Botha from South Africa.

We are also grateful to Zanga African Metrics for partnering with us and providing the leaders with a Leadership Assessment test, helping the leaders know themselves better in a bid to be exceptional leaders.

This event has set the pace, ensuring that our CX Leaders have the toolkit necessary to steer their teams towards service excellence.

We are building a culture of service excellence.

Email: [email protected]
Call / WhatsApp: +260963337530 / +260779390026