You listen, but taking action is hard
You have surveys and feedback, but improvements do not reach daily operations.
WIT Programs Business certification
Certification
FOR COMPANIES USING WIT
Certification
for a
Customer Centric Company
Your company, centered on the customer. Management you can demonstrate.
A consulting program for companies using WIT. Align strategy, people, processes and technology, implement improvements and earn the WIT-endorsed Customer Centric Company Seal after passing the assessment.
Business certification subject to compliance assessment.
6 monthsadaptable core program
6 dimensionsof customer-centric management
An integrated teamleadership and teams working together
Real evidencefor the final assessment
THE STARTING POINTCustomer focus is part of the message.
Customer focus is part of the message.
Is it part of your operations, too?
The challenge is to connect what your customers need with what your company does every day.
Teams work in silos
Sales, Operations and Customer Service work with priorities that do not always align.
The same problems keep coming back
The experience depends on specific individuals, and shared processes are missing.
THE TRANSFORMATIONOne way to manage.
One way to manage.
Across the company.
Being Customer Centric means incorporating the customer’s perspective into business decisions, processes and priorities.
We help you build these capabilities, apply them in your operations and assess how they work.
What the certification assesses01
Listen with purposeUnderstand needs and close the response loop.
02
Coordinate for actionShared standards and owners across teams.
03
Measure to improveMetrics that guide decisions and follow-up.
THE PROGRAMA complete path.
A complete path.
From assessment to evaluation.
Six stages combining consulting, workshops and implementation support. The schedule adapts to your organization.
01Month 1
Assess and align
Interviews, review of practices and a baseline. We define the scope, steering committee and priorities.
Maturity assessment + roadmap
02Month 2
Understand the customer
We identify needs, critical moments and friction. We organize listening and action follow-through.
Journey map + Voice of the Customer system
03Month 3
Design the experience
We define the experience promise, standards and priority processes together with your teams.
Standards + improvement plan
04Throughout the program
Activate the culture
We support leaders and employees in applying experience criteria to real situations.
Role-based training + shared practices
05Months 4 and 5
Implement and measure
We implement improvements, follow up with owners and review the agreed metrics.
Operational improvements + monitoring dashboard
06Month 6
Evaluate and certify
We review evidence and practices. Certification depends on meeting the criteria.
Assessment report + continuity plan
The core program includes 12 two-hour workshops, six steering committee meetings and implementation follow-up every two weeks. Training runs across the program, and stages may overlap. The schedule and scope are agreed in the proposal.
WIT CERTIFICATIONRecognition is earned
Recognition is earned
by demonstrating capabilities.
The assessment brings together evidence across six dimensions to verify how customer focus works within the defined scope.
Leadership and strategy
The customer is part of leadership’s priorities, decisions and management practices.
Customer insight and listening
The company understands needs and turns feedback into actions with follow-up.
Experience and processes
Critical moments have standards, owners and cross-functional agreements.
Culture and people
Teams understand their contribution to the experience and have the tools to act.
Data and technology
Information and tools support service, coordination and decision-making.
Results and continuous improvement
Progress is measured and reviewed to sustain improvement over time.
Documents and recordsProcesses, standards, actions and metrics.
Interviews and listeningLeadership, teams and the customer’s perspective.
Implemented practicesVerification of operational improvements.
VERIFIABLE REQUIREMENTS
What your company needs to demonstrate
The assessment verifies these practices within the units, locations or processes included in the scope.
- Active owners and governance. A designated owner and a committee that reviews progress and decisions.
- Listening with action follow-through. Records of feedback, customer responses and follow-up on improvements.
- Applied standards. Processes and cross-functional agreements that work in priority journeys.
- At least two implemented improvements. Evidence of application and follow-up during the agreed observation period.
- Metrics with a baseline. Documented sources, frequency, owners and progress comparisons.
- Teams able to apply what they learn. Real cases that allow working practices to be verified.
Certification requires meeting the applicable requirements and closing critical gaps. If gaps remain, a corrective plan is provided and a reassessment is agreed. The detailed matrix and required evidence are provided before contracting.
Separate assessment
Conducted by a WIT-appointed evaluator who did not lead implementation.
Valid for 12 months
From issuance, with the scope and expiration date identified on the certificate.
Follow-up and renewal
Review after six months and annual renewal through a new assessment.
Contracting does not guarantee certification. This is a private certification issued by WIT under its methodology. The scope and detailed criteria are agreed before contracting. It is valid for 12 months, with a six-month review and renewal subject to a new assessment. It does not imply official or international accreditation.
OUTCOMES OF THE WORKYour team gains
Your team gains
a lasting capability.
Each deliverable helps sustain management after the program. Goals are defined during the initial assessment, based on the business and available information.
Define the scope for my company- Maturity assessment and clear priorities.
- Journey map with critical moments identified.
- Customer listening connected to action.
- Standards and processes with owners.
- Teams trained to apply what they learn.
- Implemented improvements and a metrics dashboard.
- Assessment report and continuity plan.
BUSINESS ASSESSMENTSix dimensions.
Six dimensions.
A decision grounded in evidence.
The final assessment is conducted by a WIT-appointed evaluator who did not lead implementation.
| Dimension | Weight |
|---|---|
| Leadership and strategy | 15 % |
| Customer insight and listening | 20 % |
| Experience and process design | 20 % |
| Employee culture and capabilities | 15 % |
| Data and technology | 10 % |
| Measurement, results and continuous improvement | 20 % |
To pass, a company needs a minimum score of 80/100, at least 60/100 in each dimension and no open critical gaps. The detailed matrix and evidence are agreed before contracting. If gaps remain, a corrective plan is provided and reassessment conditions are defined.
BUSINESS RECOGNITIONCustomer Centric Company Seal.
Customer Centric Company Seal.
Endorsed by WIT.
After passing the assessment, your company receives recognition it can share on its website, in email signatures, proposals and corporate communications.
Download seals and usage guide →
Seal and certificate
Digital versions for light and dark backgrounds. Certificate identifying the entity, scope, issue date and expiration date.
Verification of recognition
An identifier, link and QR code associated with the certificate to check its scope, validity and status.
Communication kit
Website and email badges, templates to announce the achievement and a manual with conditions for using the seal.
Use is authorized within the assessed scope and during the 12-month validity period. Renewal requires a new assessment. The seal applies to the business and does not certify individual participants. Use must cease upon expiration without renewal, suspension or withdrawal under the program rules.
HOW WE WORKSpecialists who support you.
Specialists who support you.
A team that makes it happen.
12 workshopstwo hours each with your teams
6 steering committee meetingsone per month to review progress
Follow-up every two weeksto support implementation
Includes assessment, specialist analysis and final evaluation within the agreed scope. The internal team implements between sessions. Technology licenses and annual renewal are listed separately in the proposal.
Consulting and support
Specialists in customer experience, people, processes, data and technology provide analysis, methodology and follow-up.
- 12 two-hour working sessions.
- Six steering committee meetings, one per month.
- Improvement design and prioritization.
- Implementation and measurement follow-up every two weeks.
- Final assessment by an evaluator who did not lead implementation.
Commitment and application
Leadership and teams participate in decisions and bring improvements into daily work.
- Executive sponsor.
- A designated program owner.
- Representatives from the teams involved.
- Time to implement between sessions.
Designed for your reality.
For companies seeking to organize their experience strategy, grow consistently or coordinate multiple teams, channels and locations. You can start without a formal CX department.
WHY WIT ADVISORExperience, people
Experience, people
and technology.
Moving in one direction.
We connect specialist consulting with data analysis and the opportunities technology offers to address experience as a whole.
Specialists analyze and support; leadership decides and teams implement. Measurement helps adjust and sustain the next improvement cycle.
Explore the vision behind WITFREQUENTLY ASKED QUESTIONSBefore you take
Before you take
the next step.
Explore the program’s scope and how the business assessment works.
Talk to WITWhat does it mean to be a Customer Centric company?
It means incorporating customer needs into strategy, processes and everyday decisions. The program develops these capabilities, and the assessment verifies how they are applied within the defined scope.
Do we need a Customer Experience department?
It is not essential. You do need leadership commitment, a designated owner and participation from the teams involved. The starting point is defined during the initial assessment.
How long does it last, and how much team time is required?
The core program lasts six months and includes 12 two-hour workshops, six steering committee meetings and implementation follow-up every two weeks. The internal team spends additional time applying improvements between sessions. The schedule is agreed according to the organization’s scope.
Who conducts the final assessment?
The final assessment is conducted by a WIT-appointed evaluator who did not lead implementation. They review documents, interviews and operational practices. This separation of roles is internal to WIT’s methodology and does not imply an audit or accreditation by an external body.
What do we review in the introductory meeting?
We discuss your company’s context, goals and main challenges to define the scope and prepare a proposal. This introductory sales meeting takes place before the formal assessment and certification evaluation; requesting it does not mean you are contracting the program.
Does contracting guarantee certification?
No. Contracting includes support and the assessment process. Certification is earned when the organization demonstrates compliance with the applicable criteria.
What happens if gaps remain at the end?
The company receives a report with outstanding requirements and a corrective plan. The reassessment, its timing and conditions are set out in the proposal and program rules.
Can a business unit or location be certified?
Yes, the scope can be limited to a business unit, locations or specific processes. The certificate must identify exactly which part of the organization was assessed.
Who issues the certification, and what recognition does it have?
This is a private certification issued by WIT under its assessment methodology. Its scope corresponds to the criteria and evidence assessed; it does not imply official or international accreditation.
How long is it valid, and how is it renewed?
Certification is valid for 12 months from issuance, with a follow-up review after six months. Renewal is annual and requires a new assessment verifying continuity of practices, closure of gaps and progress in metrics. It does not renew automatically; the scope and renewal fees are provided before contracting.
Must the company use WIT to participate?
Yes. This program is intended for companies using WIT. Consulting works with their information and operations. Licenses and any additional technology are listed separately in the proposal.
What determines the fees?
The organization’s size, locations, processes included, depth of the initial assessment and support required. The introductory meeting allows us to prepare a proposal with defined scope and deliverables.
How is company and customer information protected?
Access, confidentiality and data handling are agreed before information is collected. The evidence needed for the assessment and who may access it are defined in advance.
START FROM WHERE YOU AREWhat does your company need
What does your company need
to become
Customer Centric?
Let’s discuss your goals, your organization’s challenges and the program’s scope.
1
We review the context and priorities.
2
We define the right scope for your company.
3
You can also message us on WhatsApp We prepare a working proposal.
Book an introductory meeting
We will review your goals, starting point and scope to prepare a proposal.
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