Programmes, from the frontline to the boardroom
Every programme is documented and assessed, and is delivered in Arabic and English, in person or live online, by the Institute's faculty. Authorised Training Partner delivery across the Gulf and Egypt is in development; today, programmes are delivered by the Institute directly.
IACS-7 Friction Analyst (FA)
Who it is for. Analysts, journey owners, and operations and finance business partners who need to move from satisfaction surveys to objective measurement.
What you will be able to do
- Cost a customer journey end to end from digital exhaust — errors, hold times, transfers and abandoned flows
- Place customers into tiers and alert states using the Adjusted Profitability Ratio
- Separate the cost of friction from the sentiment that hides it
What is included. Participant workbook, the Reference Handbook, worked datasets, the examination and, on a pass, the FA credential and register entry.
At a glance
- Format
- Classroom or online self-paced
- Duration
- 2 days
- Level
- Practitioner
- Assessment
- Examination against a published blueprint
- Certificate
- Friction Analyst (FA)
- Fees
- On request
- Next cohort
- Scheduling — register interest
The Modern Service Centre
Who it is for. BPO managers and contact-centre leads under cost pressure who want to convert service effort into engineering signal.
What you will be able to do
- Replace open-ended empathy for broken systems with systematic friction logging for engineering
- Apply Zero-Intent Routing to reduce handle time and operating cost
- Turn repeat-contact data into a fix list with an owner
What is included. Participant workbook, the friction-logging templates and the routing playbook.
At a glance
- Format
- Classroom or online
- Duration
- 1 day
- Level
- Foundation
- Assessment
- Workshop exercises
- Certificate
- Certificate of completion
- Fees
- On request
- Next cohort
- Scheduling — register interest
Friction Economics & Financial Forensics
Who it is for. CX directors, heads of digital, VPs of operations and FP&A partners who sit between the customer and the CFO.
What you will be able to do
- Audit the sentiment subsidy — the goodwill credits, repeat contacts and rework that buy the score
- Build the Control Grid that separates solvent customers from toxic revenue
- Present a defensible customer-economics number to a finance audience
What is included. Participant workbook, the Solvency Model, worked datasets and the Control Grid template.
At a glance
- Format
- Classroom or online
- Duration
- 3 days (5-day extended)
- Level
- Professional
- Assessment
- Applied case
- Certificate
- Certificate of completion
- Fees
- On request
- Next cohort
- Scheduling — register interest
Digital Journey Auditing & Interventions
Who it is for. Managers and journey owners responsible for redesigning critical service journeys.
What you will be able to do
- Run the E.X.A.C.T. forensic audit protocol in place of sticky-note journey mapping
- Judge when to deploy a Friction Shield rather than an Automation Gate
- Prioritise interventions by cost recovered, not by opinion
What is included. Participant workbook, the E.X.A.C.T. protocol and the intervention decision guide.
At a glance
- Format
- Classroom or online
- Duration
- 2 days
- Level
- Practitioner
- Assessment
- Workshop audit
- Certificate
- Certificate of completion
- Fees
- On request
- Next cohort
- Scheduling — register interest
Certified Solvency Architect (CSA)
Who it is for. Chief customer officers, data scientists, auditors and senior consultants who will lead conformance work.
What you will be able to do
- Bridge data science, operations and corporate finance across the full Standard
- Design and defend a customer-economics engagement end to end
- Carry the CSA post-nominal on the public register
What is included. The Reference Handbook, the full Essentials Series, the Solvency Model, the examination and, on a pass, the CSA credential and register entry. The first cohort has not yet sat.
At a glance
- Format
- Blended, or 5-day immersive
- Duration
- 6-week master programme
- Level
- Master
- Assessment
- Examination under an examination firewall
- Certificate
- Certified Solvency Architect (CSA)
- Fees
- On request
- Next cohort
- Scheduling — register interest
The Solvency Paradox — Board & C-Suite Briefing
Who it is for. CEOs, CFOs, boards, audit committees and sponsors.
What you will be able to do
- See why a high satisfaction score can sit on top of a financial loss
- Understand what an IVDCS opinion would show about your customer book
- Leave with three decisions and dates against them
What is included. The board briefing, a one-page summary and the follow-up options for an audit or a readiness engagement.
At a glance
- Format
- In person or online
- Duration
- 90 minutes
- Level
- Executive
- Assessment
- None
- Certificate
- Attendance
- Fees
- On request
- Next cohort
- Booked on request
Bring a programme to your team
Every programme runs in-house, and can be tailored to your own operation and data. Tell us the audience and the outcome you need.