Philip Morris, one of the leading companies in the global tobacco industry, recognized the importance of customer experience management (CEM) as a crucial element for its long-term success. In order to strengthen their focus on customer experience, they partnered with Izo to carry out an internal certification in Customer Experience Management specifically aimed at the company's People & Culture team.

During an intensive 3-day period at Philip Morris's offices in Switzerland, the People & Culture team immersed themselves in extensive Customer Experience Management training provided by Izo experts. During this in-house certification program, participants learned cutting-edge CX methodologies and tools designed to support the transformation of the customer experience across the organization.

The program included a combination of theoretical and practical sessions, during which participants gained an in-depth understanding of the fundamental principles of customer experience management and their application in the specific context of Philip Morris. Advanced techniques were explored to analyze and understand customer needs and expectations, as well as to design and execute effective customer experience improvement strategies.

In addition, a special focus was dedicated to the importance of organizational culture in delivering an exceptional customer experience. Participants learned how to influence company culture to align it with customer-centered values and objectives, and how to foster a work environment that promotes collaboration, innovation and commitment to excellence in the customer experience.

Upon completion of the certification program, Philip Morris' People & Culture team came out equipped with the skills, knowledge and tools needed to play an active role in transforming the customer experience across the organization. With his renewed commitment to excellence in customer experience and his ability to influence organizational culture, Philip Morris is well-positioned to maintain his leadership in the industry and continue to provide outstanding experiences to his clients around the world.