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There’s a lot of talk and buzz about “Customer Experience”, but are we even really doing it?


Customer Experience (CX) has been recognized across the world as one of the most powerful pillars in a business' strategy. 

Flashback to October 24th, 2019, the Caribbean's 1st Customer Experience event, where we featured industry leaders who took the stage to share best-in-class CX strategies. We brought together this same energy for a second edition: The Customer Experience Caribbean Summit 2022. 

Here is what it entailed:

  • The Customer Experience Caribbean Summit, 2022, brought together CX experts from leading organizations, regionally and globally, to discuss strategies and tactics on how to enhance your Customer and Employee Experience for improved customer satisfaction and business outcomes.

  • Speakers and Panelist:  Our Featured speakers are outlined below, and include Matt Watkinson (CX Strategy: A Different Perspective), Rafael Teixeira (Managing CX and EX at Scale), and Clare Muscutt (Practical steps to get any CX program up and running). We are thrilled to have hosted a panel discussion with some key industry leaders and clients who shared hands on experience from their own industries. Panel speakers details are below.

  • 9 Hours of networking opportunity: The Summit was also a great opportunity to network with peers and professionals who were facing similar challenges, and shared ideas and solutions that impact the bottom line. It was a great way to be inspired, regain focus and set your priorities for the following 12 months. There were many activities including networking Bingo, structured coffee catch ups, and carefully curated roundtable discussions. 

  • Women in CX Caribbean Chapter Launch: We are proud to partner with Clare Muscutt and Women in CX in the launch of their Caribbean Chapter. Women in CX is the world’s first online membership community for women in Customer Experience, uniting women from more than 50 countries to support one another on the path to CX Mastery.  We invite Caribbean women who lead the CX charge in their organization to join us. Reach out for more details. on joining this movement.

Featured Speakers

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Founder & CEO:
Women in CX


Customer Centricity World Series winner of CX Professional of the Year 2022, Clare Muscutt, is internationally recognised as ‘the thought leader who did the job’ and delivered multi award-winning commercial results, leading Customer Experience for some of the world’s biggest companies in hospitality, retail, and B2B, including Whitbread, Sainsburys, and Compass Group. In 2017 she founded her own CX design agency based in London and travelled the world as a global consultant and keynote speaker. During the pandemic she turned her hand to digital content creation as the host of the Inspiring Women in CX podcast, before making the leap into her first tech-startup, by founding the world’s first online membership community for women in customer experience. She’s now the CEO of this rapidly expanding global scale-up, uniting women from more than 50 countries to support one another on the path to CX Mastery.

She lives in London, UK. 


Author | Cofounder & CEO: Methodical


Matt is an internationally renowned author, speaker and consultant on customer experience and business strategy. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. His second book — The Grid: The Master Model Behind Business Success was published by Random House to critical acclaim. Matt is the co-founder and CEO of Methodical, a customer experience and strategy consultancy based in California. 

He has worked on projects for a roster of well-known companies around the world, including Vodafone, Bupa, ARM, IBM, Telefonica, Flex, Experian, Ogilvy, Land Rover and a host of well-funded start-ups.


Outside of work he enjoys photography, building and riding motorcycles, plays the classical guitar and piano, and collects whiskey. He lives in Santa Monica, California. 

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Head of CX Strategy

Rafael Teixeira

Head of Customer Experience Strategy - Latin America & Caribbean, Qualtrics. 


Head of Customer Experience Strategy - Latin America & Caribbean, Qualtrics.Rafael Teixeira is responsible for Qualtrics Experience Management Strategy (XM) in Latin America & Caribbean. He has been focused since 2019 on sharing XM best practices and helping companies in the idealization and excellence of their programs.  Qualtrics is a leader company at Experience Management that has been changing the way organizations manage and improve the experiences they deliver through brands and products, not only to customers but also, to their employees.Rafael holds a degree in Foreign Affairs, with an MBA in Business Management and a specialization in Marketing from Harvard, Rafael has more than 12 years of experience in the financial market, working for companies as IBM Brazil, RSA UK and USA, and Germany - where he led the Customer Experience and commercial expansion of Allianz in Latin America. Rafael is also working on his most important endeavor: his 4yo son, Pedro! He lives in Sao Paulo, Brazil. Speaks three languages: english, portuguese and spanish, and also loves colombian coffee.

Panel Discussion


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Gillian Benjamin

Head of Brand Marketing & CX

First Citizens

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Kathryn Nurse

Director, Owner

Immortelle Beauty Ltd


Dale Lutchman

VP of CX

Ramps Logistics

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Lorenzo Hodges


Ferreira Optical

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Louise McKeown

Marketing Director


The Customer Experience Caribbean Summit 2019

The Customer Experience Caribbean Summit 2019

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The first 70 registrants
received a
FREE copy of Matt Watkinson's "The Ten Principles Behind Great Customer Experiences"


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