Customer Experience
Essentials Workshop

Deliver better experiences that keep customers coming back

Thursday 26th March, 2026

9am-5pm (Sold out)

Friday 17th April, 2026

9am-5pm

St. Dominic's Conference Centre,
Morne Coco Rd, Diego Martin

Where Experience Meets Impact

130+

Persons Trained

56+

Companies

30+

Combined CX experience

Are You Losing Customers Without Knowing Why?

Inconsistent Customer Experiences?

Your customers get different service depending on who they speak to, when they visit, or which channel they use, leading to confusion and frustration.

No Clear CX System?

Your teams don’t have a shared approach to serving customers, listening to feedback, or improving journeys, so problems keep repeating.

Customers Not Coming Back?

When experiences feel difficult or unreliable, customers quietly leave and choose competitors instead.

Learn Proven Ways to Improve
Service and Customer Satisfaction

Module 1: Foundations of Customer Experience

Learn how to put your customers at the center of everything you do.

  • Build a stronger customer-focused culture in your business
  • Improve consistency in how customers are treated

 

Module 2: Customer Listening

Learn how to understand what your customers really think and need.

  • Reduce complaints and repeated problems
  • Make better decisions using real customer feedback

 

Module 3: Designing Customer Experiences

Learn how to improve every step of your customer’s journey.

  • Remove frustration, delays, and confusion
  • Increase repeat business and customer loyalty

 

Module 4: Customer Conversations

Learn how to communicate clearly and confidently with customers.

  • Handle difficult situations more professionally
  • Build stronger trust and relationships

MEET THE FACILITATORS

Sacha Thompson

Chief Evolution Officer

BA Cross-disciplinary studies
(Economics & Business)
CX Strategist, NPS Expert, CJM Architect

Sacha Thompson is a Customer Experience (CX) leader and Co-Founder & CEO of Exco (The Customer Experience Company Ltd.), with over 17 years of leadership experience in marketing, operations, and customer strategy. She has helped organisations across the Caribbean and internationally build data-driven CX programs, strong customer cultures, and sustainable growth. A former CEO and COO of Digicel Trinidad & Tobago, she led major transformation across digital, broadband, and business services. Sacha is the founder of the Caribbean CX Summit, a certified CX strategist and NPS expert, and currently serves as Chairwoman of Digicel Trinidad & Tobago while sitting on multiple regional boards.

Chelsea Costelloe

Chief Excitement Officer

BA Consumer Behaviour
CJM Architect, NPS Expert,
CVF, UX Designer

Chelsea co-founded the Caribbean-based customer experience agency, Exco, with a passion for helping organisations design meaningful, human-centred experiences that truly connect with their customers. She specialises in consumer behaviour, customer journey mapping, CX strategy, and user experience design, using insight and empathy to turn everyday interactions into memorable moments. With a deep love for creativity and innovation, she brings energy, curiosity, and enthusiasm to everything she does. As Chief Excitement Officer, Chelsea is driven by the belief that great experiences should inspire, engage, and leave people smiling long after the interaction ends.

Grab Your Seat

Trusted by the Top Caribbean Brands

Stories From Our Participants

  • The workshop is indeed an eye opener and is most welcomed in today workspace or day to day functions. You ladies are super and made the day fun and exciting. It has moved me into opening the way I think of what a CX should feel and be like, not just from my work but on a personal level.
  • Thanks so much for the follow-up and yesterday's workshop, we got a lot out of it. In fact, I was so motivated that I started planning an all day workshop with my whole team to build CX understanding and map our customer journeys.
  • Yesterday’s session was wonderful. Thank you for such a vibrant discussion filled with so many key takeaways. You ladies were excellent!
  • I must admit I enjoyed the workshop more than anticipated. It was a lot you ladies tried to share with us and has only made me realise how big of a scope this field is. I am definitely looking forward to more workshops facilitated by you.
  • Thank you for sharing the materials. I thoroughly enjoyed the workshop yesterday, the delivery, venue, and time- frame were great. I look forward to future workshops with Exco.
  • "I thoroughly enjoyed the session. It was in no way boring, nor did my mind drift. I was completely engaged."
  • The seminar was extremely insightful, and engaging. Will be looking forward to delving deeper into this. Your team executed this exceptionally well
  • I didn't take the chance to say this yesterday, but I really appreciated the experience. I especially love that each of you so clearly have CX at the core of how you operate. This not only made the transfer of knowledge so much more engaging but has inspired me to do better within my own sphere! Keep making magic!
  • The end to end journey of this Workshop was both professional and enjoyable! The EXCO team clearly embodies the values of their brand and it shows, making their delivery more impactful! The content was both informative and engaging.
  • Thank you to you and the entire exco team for a wonderful and insightful workshop. The knowledge gained will be used in future strategic plans.

Frequently Asked Questions

 
How much is the workshop?
The workshop is TTD $1200 + VAT. We know some attendees prefer to bring their own lunch, for those who would like lunch provided we can do so at an extra cost (TTD $150).
How long is the workshop?
The workshop runs from 9am to 5pm, we recommend arriving a minimum of 15 minutes before to get settled in.
Who is it for?

This is for those who design, enable, or influence the customer experience, even if they never speak to a customer directly. These roles can include, but are not limited to the following (even if the roles are informal): 

  • Sales, Account & Relationship Managers
  • Operations Managers & Supervisors
  • SME Business Owners
  • Customer Service & Experience Managers
  • Digital, Product & Technology Leads
  • Service Advisors & Frontline Team Leaders
  • Visitor & Client Experience Officers
  • Marketing & Brand Managers
  • Strategy, Transformation, Innovation Leads
  • CX, EX, & Insights Leads
  • Process & Policy Owners

Any roles who contribute to or control policies, processes, journeys, messaging, and tools.

What can I learn from the workshop?
You’ll learn how to make the shift from service to experience, and gain practical approaches to design, enhance, measure, and manage a CX program that drives real results and keeps customers coming back. If you’ve been dabbling in some elements of customer experience, none at all, or simply need some refining and refreshers, then this course is for you.
How is this different from customer service training?
Customer service focuses on soft skills of direct customer communication with frontline teams. This workshop focuses on experience, helping you understand and improve the entire customer journey from start to finish. It takes it beyond frontline teams, and ensures every tier of the company understands their role in the experience. It takes the approach from “reacting” to customer issues and solving them in the moment, to “proactively” anticipating their journeys and designing for all interactions.
How do I sign up?

Click here to fill the form
If you’re having trouble, reach out to hannah at hannah@excott.com or 722-7815

 

Grab your seat now!

Fill the form below to register.
Price: TTD $1,200 + VAT
Optional Lunch: $150 TTD





    Putting Customers at the
    Heart of Business Growth

    We believe in harnessing the power of experiences to craft meaningful opportunities for moving companies, communities and people forward. Our focus is to bring the customer to the organization's heart, 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 to effectively design, develop, and deliver a customer-focused strategy for sustainable and measurable results.

    Global partnerships that deliver the best in Customer Experience Management.

    AJUA

    A Customer Feedback Platform ideal for those just getting started. Exco is the Caribbean’s exclusive provider of AJUA’s software.

    Zendesk

    A robust Customer Relationship Management (CRM) tool. We are Zendesk certified and also provide support to companies in the Caribbean that are already using the software.

    Qualtrics

    One of the most recognized CX management software in the world. We are Experience Management (XM) and Engagement Manager certified with Qualtrics.

    OCX Cognition

    The first CX management software for predicting customer behaviors. Exco is a reseller of the OXC software, Spectrum - Predictive CX Analytic.