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IACS Academy: CX training and certificate programs
Programs from a first day in customer experience to signing a conformance opinion: seven schools, seven levels, and one route to each credential. Taught in English, with Arabic on request; in person, live online or in-house.
At a glance
The Academy
- Open now
- Nine programs
- Schools
- Seven
- Levels
- Seven
- Credentials
- Eight, none issued yet
- Languages
- English; Arabic on request
- Formats
- In person, online, in-house
Open for enquiries now
Prices are list prices in US dollars per seat, and for a private cohort of up to fifteen people. They exclude taxes, venue and travel. Examination fees are separate.
| Program | For | Public seat | In-house, up to 15 |
|---|---|---|---|
| The Solvency ParadoxP0 · Executive seminar · Half dayA half day (3.5 hours) that leaves a board able to ask management specific questions the next month.Faculty: Ahmad Samir | Boards, executive committees, investors and CFOs | On request | $7,500 |
| Price Your Friction BootcampBC-01 · Bootcamp · 2 daysTwo days to put a finance-ready money figure on your own customer problems.Faculty: Hany Hammouda | CX, service and contact center managers | $1,600 | $12,000 |
| Friction Analyst FoundationP1 · Credential program · 2 daysBuild the cost of customer effort from your own books and defend every number to finance. Leads to the Friction Analyst (FA) credential; exam fee $395.Faculty: Ahmad Samir, Hany Hammouda | Analysts, CX and operations managers, finance business partners | $1,750 | $12,000 |
| CX Essentials: What Customer Experience Really IsCX-100 · Workshop · 1 dayOne day to see your organization through customers' eyes, and price what they live through.Faculty: Abdallah Mabrouk | Anyone new to customer experience | $850 | $7,500 |
| Cost to Serve and Contact Centre EconomicsOPS-140 · Course · 2 daysKnow what every contact really costs, and build finance cases that survive the CFO.Faculty: Saad Muhammad | Operations managers, finance business partners, vendor managers | $1,600 | $12,000 |
| AI in Customer Service: Business Case, Pilot and GovernanceDA-120 · Course · 2 daysDecide where AI pays in customer service, prove it with a fair pilot, and govern it safely.Faculty: Dr. Mostafa Samy | Service leaders, transformation leads, finance partners approving AI spend | $1,600 | $12,000 |
| The CX Business Case Masterclass for CFOs and CX LeadersLT-110 · Masterclass · 1 dayFinance and customer experience in one room, building a customer case both sides will sign.Faculty: Ahmad Samir, Hany Hammouda | CFOs and finance directors, CX and operations directors | $1,800 | $18,500 |
| Business Case Clinic: From Problem to Approved NumberCLN-03 · Clinic · Half dayBring a problem you need funded. Leave with a defensible number and a one-page case.Faculty: Ahmad Samir | Managers with an investment to get approved this quarter | $450 | $6,500 |
| Applied CX in BPO and Outsourced Customer OperationsSEC-07 · Workshop · 1 dayAlign BPO pricing, service levels and delivery with the client's customer outcomes.Faculty: Abdallah Mabrouk, Saad Muhammad | BPO delivery, account and solutions leaders | $850 | $7,500 |
Later programs open in waves through 2027, including the Certified Solvency Architect (CSA) credential and the Applied CX Practitioner route. Ask about any program below.
Faculty
Who teaches
Every program is taught by the founder or a Founding Fellow, each in the field they work in.
Founding certification cohort
January 2027, live online, ten seats, at a founding price.
The first ten people certified by the Institute will be the first names on its public credential register. Register your interest and we will send the credential, the faculty, the dates and the founding price as soon as they are fixed.
Seven levels
Each level demands more than the one below it.
Awareness
Recognizes the problem and questions the numbers. Produces nothing yet.
Foundation
Applies a prescribed procedure correctly to a supplied case.
Practitioner
Applies the procedure to their own data and handles what goes wrong.
Architect
Chooses between methods, justifies the choice and owns the judgment.
Lead Assessor
Forms and defends an opinion that has consequences for a third party.
Mastery and Executive
Evaluates the framework itself, directs others and governs the outcome.
Faculty
Develops others at any of these levels and is assessed on their results.
Seven schools
Credentials
Issued by the Institute on assessment. None has been issued yet.
| Credential | Program | Level |
|---|---|---|
| Applied CX Associate (ACXA) | Applied CX Associate Program | Foundation |
| Friction Analyst (FA) | Friction Analyst Foundation | Foundation |
| Applied CX Practitioner (ACXP) | Applied CX Practitioner Program | Practitioner |
| Applied CX Leader (ACXL) | Applied CX Leader Program | Architect |
| Certified Solvency Architect (CSA) | Solvency Architecture | Architect |
| Customer Operations Excellence Professional (COEP) | Customer Operations Excellence Professional Program | Architect |
| CSA Lead Assessor (CSA-LA) | Conformance Assessment and Opinion Writing | Lead Assessor |
| IACS Accredited Instructor | Faculty Accreditation Program | Faculty |
No program is accredited or validated by a university or an outside accreditation body. Certificates and credentials are issued by the Institute, and each one can be checked on the credential register. How certificates are issued and checked.
In-house programs
Any program can run privately for up to fifteen people, on your cases and your data. A first in-house pilot can be shaped to fit your approval limits.
Training partners
Training providers and universities can deliver Institute programs under license, with faculty the Institute has assessed and approved, and the Institute's quality audit. Partner routes open through 2027; early conversations are welcome now.
Ask about a program
Tell us what you need and we will reply with dates and fees.