What is Customer Engagement and Progression (CEP)?

ICONI’s Customer Engagement & Progression (CEP) is a suite of configurable cloud-based software that helps you manage the support you provide to your Customers (beneficiary). CEP maps exactly to the journey of your Customer and has been designed to support your organisation with improving people’s lives.

Whether you are an individual, group of individuals or an organisation providing support programmes such as preparing for work, debt management or gaining a new skill, CEP can assist you. We help organisations across the UK and Ireland within the Employability, Economic & Enterprise, Skills and Learning and Social and Wellbeing sectors.

CEP is flexible and can grow with your organisation. It is used to support small, medium or large beneficiary support programmes across the following sectors.


Supporting organisations that are delivering employment-related services. We help by tracking and reporting on all aspects of a Customer’s ‘journey to work’ from initial engagement to sustained employment and ‘in-work’ support. Our system is used by thousands of employability practitioners working in multiple public, private and not-for-profit organisations across the employment related services sector, including local and central government, welfare to work organisations, charities, further education colleges, training providers and enterprise agencies.


Supporting organisations that deliver economic and enterprise development services by helping them to record, monitor and report on interactions with their Customers.  Implementing our CEP solutions will help automate all records and organise them in a simple and more efficient way.


Supporting organisations that provide learning and development support services to their customers. Our system fully tracks all Information, Advice and Guidance (IAG) support and can quickly identify key areas of need and skill deficiencies.


Supporting organisations that deliver social and wellbeing services by helping to record, access, monitor and report on interventions with their Customers and tracking customer performance.

CEP Logo
  • Double your performance
  • Private cloud technology
  • Track customer progress
  • Scale as you grow
  • Fully customisable


Your customer can be an individual, group of individuals or an organisation seeking support services such as preparing for work, debt management and caring



The engagement is all the support services an organisation delivers to their customer – e.g. action planning, meetings, correspondence, SMS, email, courses, goals, interventions, recording outcomes etc. All these services help generate ongoing support interactions


The progression is positive changes or outcomes in customer circumstances such as learning a new skill, gaining sustained employment or starting a new business