EXCO (The Customer Experience Company)

EXCO (The Customer Experience Company) is rated 3 out of 5 in the category consumer services. Read and write reviews about EXCO (The Customer Experience Company). EXCO is an independent firm, specializing in Customer Experience; formed in May 2018 by Sacha Thompson, Samantha Conyers and Chelsea Costelloe on the vision to be the Customer Experience pioneers in the Caribbean. The company’s 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 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. To understand your customers, you must first walk their journey... The EXCO team immerses themselves into your company in order to execute an effective customer experience program. Customer Journey Maps are a critical element in CX strategy, design and execution, they illustrate the steps your customers navigate to engage with your company and provide relevant information about the ways your customers (and potential customers) interact with your brand over all touchpoints, over their entire lifecycle. Put simply, Customer Journey maps keep companies focused on customers rather than themselves. EXCO uses a combination of methods learned from on the job practical experience and theoretical training to drive engaging, successful and ultimately paradigm shifting Journey Mapping sessions. We start by capitalizing on any and all existing data, maps and feedback before gathering a cross-functional group to walk through the journey customers follow. Customer and employee surveys are conducted to determine perceptual alignment – is your customer’s reality, in fact what your company thinks it is?