Why?

One of the most unique perspectives that gave rise to Aegis Global Academy, Coimbatores Institute of Customer Experience (ICEM) is the fact that the Services sector is differentiated from other economic sectors on the basis of one key factor: the human interactive experience.

While the service industry in the country is booming with its share of contribution to the GDP far exceeding that of the product sectors, India has yet to start seeing a customer-centric culture that would ensure that customers are not only satisfied with their interactions with service providers but also delighted with the experience to the extent that they become brand advocates themselves.

A service company is often in close and intimate interaction with a customer either in real-time transactions over various mediumssuch as in banking or contact centersor over very short temporal and virtual distances, such as in e-commerce, IT, and telecom. The nature and experience of these interactions often dictates the strength of the relationship between the organization and the customer.

Aegis Global Academy identifies and amplifies the human side of the service business to reach the conclusion that the next step in the evolution of the services economy is what is called the experiential economy.

What they dont teach at Business Schools

This new economy requires professionals who not only possess the requisite skill sets and qualifications for the job but also the mind-set suited for the experiential economy. As we like to say at ICEM, your degree wont make an irate customer smile.

Business schools are still very much driven by the old time paradigm of the 4 Ps, namely, Product, Price, Place, and Promotion. This leads to focusing on the product life cycle aspect at the expense of the customer lifecycle, which is all about the 3 Cs.

Customer Centricity

Customer Experience

Customer Lifecycle Value

As the price of services gets more and more competitive through globalization, and as skill sets get enhanced with greater price, product, and promotion focus, the key factor that can influence decision-making in the new economy will be the experience of the customer at every point of interaction.

It is this focus on the 3 Cs that differentiates the Institute of Customer Experience Managements Post Graduate Program in Service Management. The need of the hour is to create managers with a holistic focus on customer experience and unleash the potential of generating higher and higher profits over longer periods of time, thereby making a tremendous impact on an organizations bottom line.

Progressive companies are already moving in the direction of integrating a customer-experience management mind-set among their mid-level managers and in the sales and engagement processes. Indeed, it is not surprising that several major service industry corporations support the objectives of the ICEM by guaranteeing internship and placement opportunities as well as actively supporting the course curriculum.

About the ICEM an initiative of Aegis & Essar Group

The Institute of Customer Experience Management (ICEM)an initiative of Aegis and Essar Groupis the worlds first academic institution borne out of the service industry to meet the needs of the service industry. The Institute aims to create managerial professionals specifically for the service sectors of banking, insurance, retail, ITeS, and telecom.

65% practicals. 35% theory. 100% employment-ready.

The 15-month Post Graduate Program in Service Management is designed and taught in collaboration with IIM-Indore, Service Quality Centre, Singapore, and COPC, USA.

The curriculum is uniquely designed to take you outside the classroom and into the offices of major corporations for 65% of the program duration. 35% of the program will focus on foundational theories of General Management and other advanced topics, taught by the faculty of IIM-Indore. In total, what you learn in theory can be applied to what you experience in practice to make your 100% employment-ready.

The Institute of Customer Experience Management opens new vistas in the field of management education by merging professional and vocational considerations to the right degree. By graduating from ICEM, you will enter the world as custodians of superior customer experience at the forefront of the booming services industry.

To learn more about Aegis Global Academys Institute of Customer Experience Management, call the toll-free number 1800 209 8777. Alternatively, you can download the prospectus and application form from the Academys website at www.aegisglobalacademy.com.

(Note: This is a sponsored article and has NOT been written by the PaGaLGuY Editorial Team. It is intended from an informational perspective only and it is the readers prerogative to research and verify the claims and judgments in the article before reaching a conclusion.)