Welcome to the CX Day Virtual Experience
Start
Click on a hand icon like this one (located in the top-right corner of the window) to see which buttons are interactive on each slide.
Welcome to CX Day!
Today we celebrate how we make a difference in our customers’ lives. Get ready for an interactive, fun experience filled with CX Superpowers.
Start the adventure
Step into the customer’s shoes
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
Click on the video to learn more about what Customer Experience is.
Hover over the images
Customer Experience (CX)
What is Customer Experience?
Purchase
CX is everything a person experiences when interacting with a brand—from advertising to billing. CX is the story the customer tells after living the experience with us.
Installation
Support
CX Day
It’s the global day where we celebrate and recognize the power of creating memorable experiences. Because CX is not just a department—it’s everyone’s job!
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
Our Value Proposition
Click on each letter to discover its meaning
Fair – Fair to existing customers
Attractive – Compelling offers
Seamless – Frictionless experience
Trustworthy – Reliable connectivity
Discover our superpowers of…
Click on each icon to discover the power
Fair – Fair to existing customers
Attractive – Compelling offers
Seamless – Frictionless experience
Trustworthy – Reliable connectivity
Now tell us
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
The CX Hero’s Journey
It’s called the Hero’s Journey And we experience it too in CX!
Did you know that all great stories follow the same pattern?
Discover the Hero’s Journey
Click here
Discover the 4 Stages of the Hero
The Final Battle
Call to Adventure
Trials and Allies
Return with the Elixir
Call to Adventure
Every hero begins with a call: Luke Skywalker receives a message, Harry Potter a letter, Batman a crime to solve.
- The customer reaches out because they have a need—they want to subscribe to a service, solve a problem, or improve something.
- Example: A customer who just moved and needs internet to work from home.
- Key message: “The customer calls, we respond.”
Hover over the phone
Trials and Allies
The hero never travels alone—they always find mentors and allies (Yoda, Alfred, Ironman with Jarvis). They also face obstacles that help them grow.
- This is where our teams come in: agents, installers, administrative staff, IT—each is an ally helping the customer overcome challenges.
- Example: A customer needs a fast installation → the scheduling team responds on time, the technician arrives prepared, and support ensures everything is working.
- Key message: “Each of us is an ally in the customer’s journey.”
Click on the shield
The Final Battle
This is the moment of maximum tension: Frodo with the Ring, Ironman against Thanos, Batman facing the Joker.
- It’s the moment we must resolve the customer’s specific need without errors or delays. This is what determines whether the experience will be remembered positively or negatively.
- Example: A customer experiences a service outage → the agent listens, connects with support, and resolves the issue the same day.
- Key message: “The battle is won with empathy, speed, and clarity.”
Click on the lightning bolt:
Return with the Elixir
After overcoming challenges, the hero returns to their world transformed, with a gift or lesson to share (Simba returns as a leader, Frodo brings peace, Ironman leaves a legacy).
- When a customer receives an excellent experience, they not only have their need resolved: they feel satisfied, grateful, and become a brand promoter.
- Example: The customer recommends the company to friends, leaves a positive review, or remains loyal for years.
- Key message: “A happy customer is the true happy ending of the journey.”
Click on STAR
You Are a CX Hero Too
You don’t need a cape to be a hero. Our superpowers are empathy, clarity, and trust. Every interaction matters, and you make a difference.
Careful! Once you click “Submit”, you won’t be able to edit your response. Proceed only when you’re sure you’re ready to continue.
Summary of What You Learned
Key Takeaways:
The Hero
Cx Day
F.A.S.T.
Commitment
You learned about CX.
You learned about the Hero and the Hero’s Journey.
You learned about our value proposition.
You discovered your power and the commitment you now hold.
Remember:
1. CX Day is just one day, but that doesn’t mean we don’t take actions the other 364 days to improve the customer experience. 2. You learned about F.A.S.T., which can be applied not only at work but also in everyday life—our value proposition extends beyond the office.
3. You can be the Hero too. You don’t need superpowers; your soft and hard skills can improve someone’s experience in your circle. 4. Commitment: “With great power comes great responsibility.” Your commitment is not only to others but also to yourself—to be better every day.
5. CX is everyone’s responsibility, no matter your role or department.
+ info
Thank you for being part of CX Day!
“Celebrate your role as a CX hero. Today, and every day, let’s continue creating memorable experiences with the F.A.S.T. promise.”
End the experience
Credits
Everyone who participated in the activities prepared by the OPCOS for CX Day, either as facilitators or spectators.
B2C:
- Sthephanie López - Costa Rica
- Nyreen Coke - Jamaica
- Catalina Cuevas - Puerto Rico
- Elizabeth Rivera - Panamá
- Rowane Sylvester - North Cluster
- Glen Severin - South Cluster
- Kerri-ann Burke - Barbados
- Teneile Simmons - Bahamas
B2B:
- William Suarez - Liberty Caribbean
- Anabel Torres - Panamá
- Bryan Olivari - Puerto Rico
LLA:
- Marysol Hinojosa
- Juan Bustamante.
- Rodrigo Amorim
- Marysol Hinojosa
- Sofía Becciu
- María Barrera
- Juan Bustamante
William Suarez – For contributing to the exercise and inspiring this virtual module.
You may now close the page, Game Over.
You Have a Team
If you have ideas on how to improve our customers’ experience, you can reach out to our CX leaders in each of our markets:
- Costa Rica
- Panama
- Puerto Rico
- Jamaica
- Caribbean
F – Fair (Fair to existing customers)
Treat customers with fairness and respect. We deliver on what we promise—no fine print.
Example
- Installers explain with clarity and empathy.
- All customers, regardless of product, receive the same service and respect.
S – Seamless (Frictionless experience)
Provide a smooth service experience and empower customers with self-service. Everything flows without friction, offering consistency across all customers.
Example
- Self-management in our app.
- Easy installation (self-install).
- Automatic bill payments.
Key Allies
We have allies around the world, operating in multiple countries (Puerto Rico, Costa Rica, Panama, Jamaica, Bahamas, Barbados, Trinidad, etc.), each supported by an outstanding team.
The Team:
T-Trustworthy (Conectividad confiable)
Ensuring the best connectivity by always being reliable and proactive. We are trustworthy and transparent.
Example
- We work within the organization to provide our customers with the best possible service.
- We listen to them, take their feedback into account, and reach out to ensure everything is running smoothly.
Before and After
Customers often come with problems. We always have the solution for them.
A – Attractive (Compelling offers)
Understand customer needs and provide the best value with simple products and solutions. We make the experience enjoyable and easy to recommend.
Example
- Always at the forefront of technology to make life easier for customers.
- Outperforming the competition.
- Being seen as the best choice.
You are
Happy Customer
my perfect
piece
We work together with the customer, gather their feedback, and make their life easier.
CX Day - Eng
Marysol Hinojosa
Created on September 7, 2025
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Transcript
Welcome to the CX Day Virtual Experience
Start
Click on a hand icon like this one (located in the top-right corner of the window) to see which buttons are interactive on each slide.
Welcome to CX Day!
Today we celebrate how we make a difference in our customers’ lives. Get ready for an interactive, fun experience filled with CX Superpowers.
Start the adventure
Step into the customer’s shoes
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
Click on the video to learn more about what Customer Experience is.
Hover over the images
Customer Experience (CX)
What is Customer Experience?
Purchase
CX is everything a person experiences when interacting with a brand—from advertising to billing. CX is the story the customer tells after living the experience with us.
Installation
Support
CX Day
It’s the global day where we celebrate and recognize the power of creating memorable experiences. Because CX is not just a department—it’s everyone’s job!
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
Our Value Proposition
Click on each letter to discover its meaning
Fair – Fair to existing customers
Attractive – Compelling offers
Seamless – Frictionless experience
Trustworthy – Reliable connectivity
Discover our superpowers of…
Click on each icon to discover the power
Fair – Fair to existing customers
Attractive – Compelling offers
Seamless – Frictionless experience
Trustworthy – Reliable connectivity
Now tell us
Careful! Once you click “Submit”, you won’t be able to edit your response. Move forward only when you’re sure you’re ready to continue.
The CX Hero’s Journey
It’s called the Hero’s Journey And we experience it too in CX!
Did you know that all great stories follow the same pattern?
Discover the Hero’s Journey
Click here
Discover the 4 Stages of the Hero
The Final Battle
Call to Adventure
Trials and Allies
Return with the Elixir
Call to Adventure
Every hero begins with a call: Luke Skywalker receives a message, Harry Potter a letter, Batman a crime to solve.
Hover over the phone
Trials and Allies
The hero never travels alone—they always find mentors and allies (Yoda, Alfred, Ironman with Jarvis). They also face obstacles that help them grow.
Click on the shield
The Final Battle
This is the moment of maximum tension: Frodo with the Ring, Ironman against Thanos, Batman facing the Joker.
Click on the lightning bolt:
Return with the Elixir
After overcoming challenges, the hero returns to their world transformed, with a gift or lesson to share (Simba returns as a leader, Frodo brings peace, Ironman leaves a legacy).
Click on STAR
You Are a CX Hero Too
You don’t need a cape to be a hero. Our superpowers are empathy, clarity, and trust. Every interaction matters, and you make a difference.
Careful! Once you click “Submit”, you won’t be able to edit your response. Proceed only when you’re sure you’re ready to continue.
Summary of What You Learned
Key Takeaways:
The Hero
Cx Day
F.A.S.T.
Commitment
You learned about CX.
You learned about the Hero and the Hero’s Journey.
You learned about our value proposition.
You discovered your power and the commitment you now hold.
Remember:
1. CX Day is just one day, but that doesn’t mean we don’t take actions the other 364 days to improve the customer experience. 2. You learned about F.A.S.T., which can be applied not only at work but also in everyday life—our value proposition extends beyond the office.
3. You can be the Hero too. You don’t need superpowers; your soft and hard skills can improve someone’s experience in your circle. 4. Commitment: “With great power comes great responsibility.” Your commitment is not only to others but also to yourself—to be better every day.
5. CX is everyone’s responsibility, no matter your role or department.
+ info
Thank you for being part of CX Day!
“Celebrate your role as a CX hero. Today, and every day, let’s continue creating memorable experiences with the F.A.S.T. promise.”
End the experience
Credits
Everyone who participated in the activities prepared by the OPCOS for CX Day, either as facilitators or spectators.
B2C:
- Sthephanie López - Costa Rica
- Nyreen Coke - Jamaica
- Catalina Cuevas - Puerto Rico
- Elizabeth Rivera - Panamá
- Rowane Sylvester - North Cluster
- Glen Severin - South Cluster
- Kerri-ann Burke - Barbados
- Teneile Simmons - Bahamas
B2B:- William Suarez - Liberty Caribbean
- Anabel Torres - Panamá
- Bryan Olivari - Puerto Rico
LLA:William Suarez – For contributing to the exercise and inspiring this virtual module.
You may now close the page, Game Over.
You Have a Team
If you have ideas on how to improve our customers’ experience, you can reach out to our CX leaders in each of our markets:
F – Fair (Fair to existing customers)
Treat customers with fairness and respect. We deliver on what we promise—no fine print.
Example
S – Seamless (Frictionless experience)
Provide a smooth service experience and empower customers with self-service. Everything flows without friction, offering consistency across all customers.
Example
Key Allies
We have allies around the world, operating in multiple countries (Puerto Rico, Costa Rica, Panama, Jamaica, Bahamas, Barbados, Trinidad, etc.), each supported by an outstanding team.
The Team:
T-Trustworthy (Conectividad confiable)
Ensuring the best connectivity by always being reliable and proactive. We are trustworthy and transparent.
Example
Before and After
Customers often come with problems. We always have the solution for them.
A – Attractive (Compelling offers)
Understand customer needs and provide the best value with simple products and solutions. We make the experience enjoyable and easy to recommend.
Example
You are
Happy Customer
my perfect
piece
We work together with the customer, gather their feedback, and make their life easier.