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International Customer Experience Institute

Ley Hill Solutions is the UK & Ireland partner for ICXI, a global organisation dedicated creating frameworks to evaluate customer experience. Their tools enable organisations to assess and improve their service quality, identifying strengths and areas for improvement. They also measure employee well-being, allowing comparisons with industry benchmarks. Our services range from basic online assessments to comprehensive evaluations, consultancy, and certified accreditation.



The International Digital Customer Experience Standard (IDCXS 2022) is a ground-breaking framework developed to enhance digital service excellence across organisations. Originating from a comprehensive study at Brunel University, UK, this standard incorporates the globally accepted 5Ps Service Excellence Model to scrutinise and improve customer experience at every level. It emphasises the importance of policies, digital channels, product/services quality, effective processes, skilled people, and performance measurement to ensure service excellence and customer satisfaction. 

Here’s why you should look at the International Digital Customer Experience Standard:


Here’s why you should look at the International Customer Experience Standard:

The ICXS 2019 standard is a cutting-edge approach tailored to revolutionise customer experience by embedding the principles of the 5Ps Service Excellence Model into every facet of customer interactions. This framework is not just about meeting expectations; it’s about exceeding them through strategic enhancements in service delivery and customer engagement. By implementing this standard, organisations can embark on a journey of continuous improvement, leveraging a scoring model to benchmark progress and identify key areas for development.


The IEHWS 2023 standard is a comprehensive framework dedicated to enhancing employee happiness and well-being, acknowledging the significant impact these factors have on achieving organisational success. This initiative presents a set of actionable criteria and methodologies aimed at fostering a supportive and thriving work environment:

Here’s why you should look at the International Employee Happiness and Wellbeing Standard:

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