NEXT GEN CX

Much more than customer service, Customer Experience (CX) is the sum of every interaction at every touch point a customer has with your business and your brand! Let us take you on a journey to success with exclusive content that will demonstrate how to drive value for your organisation, by creating the customer experiences which your customers expect in this ever-more digital world of engagement.
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About NEXT GEN CX

The Future of the Customer Experience

Customer Experience has become a critical differentiator in an increasingly connected and competitive global marketplace. NEXT GEN CX seeks to educate businesses and entrepreneurs about the new digital reality, what the new Customer Experience calls for when adopted and the benefits of a robust CX strategy. Participants will gain an appreciation of the growth opportunities a CX Strategy presents and how to leverage the enabling technology resources to create seamless digital sales and customer experiences. NEXT GEN CX can help Caribbean businesses raise the bar.

The Benefits

So, why adopt a customer experience management approach and strategy?

The adoption of a CX strategy creates many gains for an organisation.  Imagine enjoying customer loyalty, that reduces customer churn, reduces the cost of service, and at the same time increases sales and revenue by attracting new customers and retaining the existing ones.

Here are 5 Reasons to Attend NEXT GEN CX
  • To strengthen customer engagement and loyalty (via brand ambassadors/advocates) through memorable customer interactions.
  • Lower costs of service and marketing by reducing customer churn.
  • Increase sales and revenue by attracting new customers and retaining existing ones.
  • Improve Crisis Management and business continuity
  • Build an Experience Economy that Drives Profit

Say Hello to

Our Speakers

Understanding the value and importance of customer experience is one of the best ways for Caribbean companies to see an improvement in many of their short to long term goals, and effectively capture global markets. Let our line up of leading local, regional and international protagonists in the field of Customer Experience Strategies show you how!

Keron Rose

Online Business Strategist
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Kadion Preston

Co-founder and Chief Executive Officer of Caribshopper
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Azra Nathudkhan

Director of C 1st Online Academy.
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Richard Owen

CEO & Co-Founder of OCX Cognition
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MARIA VALENTINA GARZON

Regional Sales & Marketing Senior Executive, Zendesk
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Samantha Conyers

Chief Experience Officer of Customer Experience Company Ltd (EXco)

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Kenneth Corbie

Founder and Executive Chairman of Cite Up and Yes Careers Limited
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Dave DaCosta

Managing Director of Grace Foods Limited and Head of the Global Category Management Unit, operating as the Group’s CMO.
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NEXT GEN CX

Indicative Agenda

Join us for a day of learning and discovery that can unlock untold opportunities for market growth.
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Opening Remarks
Welcome and Opening Remarks: UWI-ALJGSB Representative
9:00am
CX Strategy, a Roadmap for Growth
Feature Speaker Address: Keron Rose (Online Business Strategist)
9:15am
The Experience Economy - Where three words matter - YOU GET ME!
Feature Speaker Address: Azra Nathudkhan (Director, C1st Online Academy)
10:00am
Sponsor Highlight
ANSA Merchant Bank
10:40am
Break
10:45am
Business Success Empowered by Customer Experience
Feature Speaker Address: Maria Valentina Garzon (Strategic Account Executive, Zendesk)
11:00am
From Start up to Next Gen: Accelerating your CX Programme
Feature Speaker Address: Samantha Conyers (Chief Experience Officer, EXCOTT)

Fireside chat International Speaker: Richard Owen (Chief Executive Officer & co-Founder, OCX Cognition) Samantha Conyers (Chief Experience Officer, EXCOTT)
11:30am
Lunch Break
12:30pm
Sponsor Highlight
Ferreira Optical Limited
1:15pm
Focus on Service
Feature Speaker Address: Kenneth Corbie (Coach Ken, Executive Chairman, Cite Up and Yes Careers)
1:20pm
A Caribbean Model, CX the Grace Kennedy Way
Feature Speaker Address: Dave DaCosta (Managing Director of Grace Foods Limited and Head of the Global Category Management Unit, Grace Kennedy)
2:00pm
CX: Why is Customer Success Critical in Business Transformation Today?
Feature Speaker Address: Kadion Preston (Founder & CEO, Caribshopper)
2:30pm
Next Level Digitisation for Customer Experience
Let’s Chat with Keron and Kadion
3:00pm
Closing Remarks
Closing Remarks: UWI-ALJGSB Representative
3:30pm

Our Sponsors

Regular Rate

Register TODAY!

US$150 / TT$1,000.00

Get Started Now and

Register Today!

Don’t miss the chance to become more accurate, dependable and provide the service that your customers expect in this ever-more digital world of engagement.

  • Date: November 11th, 2021
  • Time: 9:00am – 3:00pm
  • Mode of Delivery: Online
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Have a question?

Contact Our Conferencing Team

Reach out today! Our Conferencing team are eager to assist you begin your journey into NEXT GEN CX

Keron Rose

Online Business Strategist

Mr. Keron Rose, Online Business Strategist, who was worked with Caribbean Entrepreneurs and Businesses across the region. He focuses on helping businesses build their digital presence and how to monetise their platforms. He is the host of one of the top business podcasts in the Caribbean, Digipreneur FM and prides himself on being an agent of change in the region.

Kadion Preston

Co-founder and Chief Executive Officer of Caribshopper

Mr. Kadion Preston, the co-founder and Chief Executive Officer of Caribshopper, an ecommerce platform that allows Caribbean merchants to sell their products to consumers globally. In addition to being a Techstars Graduate of the Atlanta program in 2018, Kadion also holds a degree in Computer Engineering from Hunter College. Kadion’ s technology tenure also spans decades of providing solutions for various industries from Wall Street to Healthcare including, Spectrum Capital Partner, TD Waterhouse, Plaza Health Network, and Yahoo.

Azra Nathudkhan MBA, BA

Director of C 1st Online Academy.

Azra Nathudkhan the founder and Director of C 1st Online Academy. C 1st follows on the heels of her first company Customer 1st Caribbean Limited. Azra launched the Caribbean ACE Awards and spearheaded a suite of learning aptly titled The Xperience Series of Learning TM. A Master Trainer in CX with twenty years of experience in the field of CX, she has worked with both private and public sector companies, delivering bespoke interventions in CX that assist companies and agencies both in the Caribbean and internationally. Azra is partnered to international agencies that have lent to her expertise and overall deliverables to the Caribbean. She is of the firm belief that the Caribbean is the greatest expression of CX given the diversity of the different cultures in one big melting pot and its rich history. This is the backdrop for a gifted expression of CX that resonates with the Caribbean psyche. Azra is a social entrepreneur committed to creating great expressions of CX for all people of the Caribbean and beyond.

Richard Owen

CEO & Co-Founder of OCX Cognition

Richard Owen is the co-founder of OCX Cognition. Richard’s 30-year career has centered on transforming business operations with technology, and he is one of the best-known CX thought leaders. While CEO at Satmetrix, his team led the development of the Net Promoter Score® methodology with Fred Reichheld, creating the world’s most widely used CX measurement approach. With Laura Brooks, he co-authored Answering the Ultimate Question, the best-selling “how to” guide for NPS practitioners. Richard Owen has a singular professional focus: Delivering financial value through CX.

MARIA VALENTINA GARZON

Regional Sales & Marketing Senior Executive

Trilingual (English-Spanish-Portuguese) Regional Sales & Marketing Senior Executive with extensive experience developing new markets for the technology sector in several multinational companies in Latin America. Proven expertise in global account management, designing and implementing commercial activities for brand development, increasing revenues through the acquisition of new accounts and the strengthening of client relations. Skilled at identifying and recommending business opportunities, excellent verbal and written communication skills, leader of high performance teams with a great ability for managing interpersonal relationships.

Samantha Conyers

Chief Experience Officer of
Customer Experience Company Ltd (Exco)

The Chief Experience Officer, Samantha Conyers is the co-founder and creator of the Customer Experience Company Ltd (EXco). Samantha has over 15 years’ experience in the field. She is among the first in the Caribbean to hold a ‘CX’ title and is considered a subject-matter expert. With a proven and measurable track record for CX oriented change, as a certified Trainer, Net Promoter Expert and Customer Journey Mapper, Samantha is perfectly equipped to support businesses as they undertake their sensitive and sometimes-difficult Customer Experience transformation goals.

Coach Kenneth Corbie

Founder and Executive Chairman
Cite Up and Yes Careers Limited

Coach Kenneth Corbie is the founder and Executive Chairman of Cite Up and Yes Careers Limited, two companies that are changing the landscape for service excellence and sales success in Trinidad and Tobago.


Ken is the holder of a double major in Sociology and Management from the University of The West Indies. He holds certifications in Executive coaching on the Sherpa Coaching methodology, Marshall Goldsmith Stakeholder Centered Coaching, and Change Management from Acuity Institute. He is a founding member of the Sales Enablement Society and President of the Trinidad and Tobago chapter.


As a Customer Service Strategist, he is a firm advocate for the measurement and delivery of superior customer service as a crucial business strategy and has pioneered this drive in Trinidad and Tobago through his Focus on Service workshops, measurement tools and mystery shopping.


He is considered the country’s premier expert in the field of visual merchandising (VM), having trained and hired over 200 persons throughout the retail and distribution industry in Trinidad and Tobago. Some of the clients who have benefitted from his intense and colourful VM workshops include Hand Arnold, Angostura, Unilever, AMCO, Smith Robertson, Courts Trinidad Ltd and more.

His experience in Sales and Service spans 3 decades with senior leadership positions in Telecoms, Home Furnishings and Food. This combination of experience and active practice makes him the most sought after facilitator and speaker in the Sales and Customer Service arena.


In his career as a Subject Matter Expert in the field of sales, Ken has closed long term contracts with leading local and billion-dollar multinational corporations including; Sony Ericsson, The Sony Corporation, Research In Motion (Blackberry) Samsung, Unliever, TSTT, Flow and many small to medium sized companies in Retail and Distribution, Financial services and other industries.
Habitat for Humanity has recently recognised Ken as an ‘Architect For Change’, based on his 10 years of voluntary service and support as an ambassador for alleviating poverty housing in Trinidad and Tobago.


Apart from his obsession with reading, playing hard tennis or spending quality family time at home or with his team, he is known to possess the most extensive ole time calypso repertoire that can be found on the planet. If you don’t believe it, try to engage him in an extempo war!!

Dave DaCosta

Managing Director of Grace Foods Limited and Head of the Global Category Management Unit, operating as the Group's CMO.

For almost 25 years, Dave has been working in the marketing and technology spaces. Starting out in IT after studying electronics engineering, he added Marketing in 2004 with a MSc. He started his marketing experience leading Guinness Stout in Jamaica and was the first Head of Innovation for Diageo across the Caribbean and Central America, launching brands like Johnnie Walker Double Black, Nuvo Sparling Liqueur and Baileys Coffee. Dave has been honoured to have served as Diageo’s Global Guinness Innovation Marketing Manager based in the UK and Ireland and as the Spirits Marketing Manager based in Ghana
In 2015 he merged his passions of technology and marketing as the Marketing Director of Yello Media Group, the Caribbean’s largest digital agency, operating in 21 markets at the time. With certifications in Digital Marketing by Google UK and in Digital Transformation by the Academy of Digital Business leaders, he led the rebranding of the business from Yellow Pages to Yello and the development of new digital products as part of the company’s digital transformation.


In 2017 as the VP of Digital Marketing of First Global Bank, he entered the GraceKennedy family. There he led the launch of Jamaica’s first agent banking network, delivering financial solutions at the community level. Since then Dave has led the development of Marketing as a shared service for the GK Financial Group in 2019/20 and is now the Managing Director of Grace Foods Limited and Head of the Global Category Management Unit, operating as the Group’s CMO.

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