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Former NBC Today Show Producer and Best-Selling Author Andrew Davis to deliver Keynote Address

 Leading customer experience experts, business executives and thought leaders from across the Caribbean will converge at the AC Hotel in Kingston on Tuesday, June 30, for the Caribbean Customer Experience Summit, the region’s flagship event dedicated to customer experience excellence.

The summit comes against the backdrop of new regional research revealing a measurable gap between the level of service Caribbean businesses believe they deliver and the experiences their customers actually report receiving.

These findings and their implications for business growth, customer loyalty and competitiveness will take centre stage at the summit, which will be hosted in Jamaica for the first time. The annual event is organised by The Customer Experience Company (Exco), a Caribbean-based firm specialising in customer experience strategy, research and training.

This year’s summit is built around findings from the 2025 State of the Caribbean Consumer study. The full results, including the extent of the disconnect between business perceptions and customer realities, will be unveiled publicly for the first time during the event.

Delivering the keynote address will be internationally recognised customer loyalty expert Andrew Davis, best-selling author of Brandscaping: Unleashing the Power of Partnerships and former producer for NBC’s Today Show. Davis will share insights on building customer loyalty and leveraging artificial intelligence to create more meaningful customer experiences.

Influential Business Leaders to Share Insights

Among the featured speakers are Jessica Shannon, Chief Experience Officer, and Jeremy Jones, Regional Managing Director, both of Sandals Resorts International. In a special fireside chat, they will discuss how the organisation aligns employee experience with guest experience to foster customer loyalty and long-term business success.

The session will be moderated by Dr. Karrian Hepburn Malcolm, Vice President, Wealth Distribution and Revenue, VM Investments Limited.

Another highlight of the summit will be a panel discussion titled “Turning Customer Experience into Commercial Growth”, moderated by Sheraley Bridgeman, Chairman of the Board of the Customer Service Association of Jamaica. Panellists will include Ann-Marie Walters, Managing Director of Unicomer Jamaica, and Lisa Lake, Group Chief Executive Officer of the Lake Group of Companies, among other senior business leaders.

Also travelling to Kingston for the summit is Arti Pullins, President and Chief Healthcare Officer at QuestionPro. Pullins who will present on the topic: “Building Customer Listening Programmes that Capture the Right Feedback and Translate It into Action and Improved Customer Experiences.”

According to Sacha Thompson, Chief Evolution Officer at Exco, organisations can no longer afford to view customer experience as a function limited to frontline teams.

“Customer experience is too often treated as the responsibility of a single department, when in reality it is a business discipline that must be intentionally designed, measured and led from the top,” Thompson said.

“The data we are seeing across the region shows that the organisations closing the gap between customer expectations and actual experiences are those treating customer experience as a strategic business imperative rather than simply a service recovery function,” she concluded.

The Caribbean Customer Experience Summit will run from 8:30 a.m. to 5:00 p.m. and is designed for senior executives, customer experience professionals, marketing practitioners and business owners across a wide range of industries.