RICKY HARRIS
Ricky has successfully aligned academic learning with industry demands since 1998. With the focus on providing essential customer service skills programmes to several major corporations and public sector entities, including Eskom, Johannesburg Town Council, Madibeng Municipality, Rustenburg Municipality, and Improchem.
In 2015, Ricky extended her impact in the professional training space by joining the Chartered Institute of Customer Management (CICM) South Africa. As CEO, she has led CICM to become a trusted provider of affordable and flexible online Customer Experience Management, CCXP, Call Centre and Employee Empowerment programmes.
Ricky has been instrumental in CICM’s expansion into multiple African countries, including Malawi, Zambia, Namibia, Zimbabwe, and Botswana, facilitating workshops, certifications, and customer experience consultancy services. She also spearheaded CICM’s official partnership with Ba Isago University in Botswana, focusing on research, curriculum design, certification, and membership.
Driven by a belief that skills development is essential for personal growth, career advancement, and national progress, Ricky is passionate about empowering individuals to thrive in an evolving job market. Her work continues to shape the customer experience landscape across Southern Africa, helping professionals and organizations unlock new levels of performance and service excellence. Assisting organization to understand their CX maturity and implementing CX strategies that can help assist them retain customers, with their growth and profitability positively going forward.
Customer Experience Strategy
Ricky helps organizations strengthen their Customer Experience (CX) by evaluating their current maturity and designing practical, human-centered strategies that work for the employer, the employee, and the customer. With a focus on aligning ambition, capability, and culture, she guides teams to overcome CX challenges, define the right KPIs, and build customer journeys that feel effortless, meaningful, and memorable. Her work empowers organizations to level up their service excellence and create experiences that keep customers coming back.
Business & Mindset Coaching
Ricky is a business and mindset coach who helps individuals align their personal values with the vision, mission, and goals of their organization. She supports professionals in setting clear, achievable goals and building practical action plans that turn intention into impact. Through guided reframing and NLP techniques, Ricky empowers people to release limiting beliefs, shift old patterns, and step into a more confident, purpose-driven version of themselves. Her coaching creates space for growth, clarity, and self-leadership, helping individuals thrive while contributing meaningfully to the success of their teams and organizations.
Organizations today are navigating fast-changing customer expectations, shifting workplace dynamics, and teams who often feel overwhelmed by constant pressure to “do more.” My talks give organizations and individuals the clarity, tools, and confidence they need to move forward with purpose.
When clients attend my sessions on Customer Experience (CX) strategies, they walk away with a deeper understanding of their current CX maturity, and, more importantly, the practical steps required to elevate it. I help teams connect the ambitions of the employer, the needs of the employee, and the expectations of the customer so they can build service journeys that feel seamless, meaningful, and consistent. Clients learn how to identify the most relevant KPIs for their organization, where their biggest opportunities lie, and how to implement strategies that deliver real, measurable improvement.
But strategy alone isn’t enough. Sustainable success comes from people, their mindset, their belief in themselves, and their alignment with the organization’s mission. Through my business-coaching and mindset-development sessions, individuals discover how to align their personal values with their professional goals, create focused action plans, and follow through with confidence. I teach practical NLP techniques that help attendees break down limiting beliefs, reframe old thinking patterns, and overcome internal barriers that may be holding them back.
Together, these two pillars, CX strategy and personal empowerment, create a powerful shift. Organizations gain stronger service culture, more engaged teams, and improved customer loyalty. Individuals gain clarity, confidence, and a renewed sense of purpose.
My goal is simple: to help people and organizations unlock their full potential, deliver exceptional service, and build environments where everyone, customers, employees, and leaders, thrives.
