WHAT WE DO

Our focus is to bring the customer to the heart of the organization, creating CX driven strategies that help drive value, reduce cost and build competitive advantage. We take you on a journey of understanding the end-to-end customers' experience with your organization in order to effectively design, develop, and deliver a holistic strategy for sustainable and measurable results. We work with Global partners in applying scientific tools & methodologies in transforming your customer experience.

MANAGED SERVICES
 
 

HOLISTIC

Our 'one-stop-shop' philosophy ensures that we can work through every step of the process under one umbrella.

SCIENTIFIC

Our global partnerships provide us with cutting-edge technology and new-age tools to deliver real time results.

TAILORED

One size never fits all...
We tailor our approach to meet the every need of our evolving customer. 

MANAGED

We don't just leave you in the dark, we design the process and walk with you through implementation. 

HOW WE DO IT

A snapshot of the road ahead.

EXPLORE

Deep Dive into employees and customers' experiences to identify the Moments of Truth. 

  • Metrics & Analytics

  • Touchpoints

  • Net Promoter Score

  • Customer Satisfaction Score

  • Customer Effort Score

  • Industry Benchmarking

ENGAGE

Assess internal Customer Centricity and map customers' journeys (current and ideal) to design a tailored programme.

  • Journey Map

  • Customer Centricity Level

  • Organization Capabilities

  • Pain Points

  • Magic Moments

  • Action Plan

EXECUTE

Implement the action plan to turn feedback into actionable insights. EXCO will walk with you through the process.

  • Voice of the Customer 

  • CX Strategy

  • Internal Processes 

  • Customer Centric Culture

  • Organizational Structure

  • Employee Engagement

EMBED

Leave the company with the tools necessary for sustainable customer experience. 

  • Track results

  • Health Checks

  • Pain Point Analysis 

  • Managed Services

  • Customer Service Training

  • Ongoing support

Customer

Journey Mapping

To understand your customers, you must first walk their journey. Is your customers' experience actually what you think it is? What would be the ideal experience? How do we close the gaps?

Customer

Feedback

Give your customers a voice! Use real-time, qualitative & quantitative customer data to extract actionable insights based on your customers' wants, needs, perceptions, emotions and expectations.

 
WHO WE ARE

We are a trio of driven, dynamic, and experienced women with a vision to be the Customer Experience pioneers in the Caribbean. 

DIRECTOR

SACHA
THOMPSON
SAMANTHA
CONYERS

CHIEF EXPERIENCE OFFICER

CHELSEA
COSTELLOE

CHIEF EXCITEMENT OFFICER

GET IN TOUCH

6 Cornelio Street,

Woodbrook,

Trinidad, W.I.

316-exco (3926)

 
 
MEET OUR GLOBAL PARTNERS 
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Founded by NPS co-creator, Richard Owen, 

Owen CX Group is part art, part science, and 

always best practice driven. Their sole focus is on helping firms achieve outstanding business

outcomes through successful NPS programs.

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© 2018 The Customer Experience Company Ltd.