Home - ECXperience

Making every customer experience matter.

OUR COMPANY

We are the Next Generation of Digital Transformation

The Challenges Businesses Face Today

Many organizations struggle with issues that quietly weaken performance and slow down growth.

These include:

• High absenteeism and low employee retention
• Inconsistent performance and weak leadership capability
• Limited resources to innovate and keep up with today’s technology driven environment

These challenges eventually lead to low customer satisfaction, missed revenue opportunities, rising operational costs, and poor return on investment.

Many organizations struggle with issues that quietly weaken performance and slow down growth.

These include:

• High absenteeism and low employee retention
• Inconsistent performance and weak leadership capability
• Limited resources to innovate and keep up with today’s technology driven environment

These challenges eventually lead to low customer satisfaction, missed revenue opportunities, rising operational costs, and poor return on investment.

The Challenges Businesses Face Today

Many organizations struggle with issues that quietly weaken performance and slow down growth.

These include:

• High absenteeism and low employee retention
• Inconsistent performance and weak leadership capability
• Limited resources to innovate and keep up with today’s technology driven environment

These challenges eventually lead to low customer satisfaction, missed revenue opportunities, rising operational costs, and poor return on investment.

Why We Exist ?

ECX was created to address the real, day-to-day problems that contact centers face.
We have experienced these challenges ourselves, which is why we understand what works and what does not.

Years of hands-on experience working with outsourced teams, building internal service departments, implementing new tools, and learning from failure allowed us to develop a proven approach that strengthens performance, stabilizes teams, and delivers consistently better customer outcomes.

ECX was created to address the real, day-to-day problems that contact centers face.
We have experienced these challenges ourselves, which is why we understand what works and what does not.

Why We Exist ?

ECX was created to address the real, day-to-day problems that contact centers face.
We have experienced these challenges ourselves, which is why we understand what works and what does not.

Our Commitment

Your search for a reliable and high performing contact center partner ends here.
We built the solution we once needed, refined it through real operational experience, and now we deliver it to companies that want stronger teams, better processes, and measurable results.

We built it for ourselves.
Now, we build it for you.

Our Commitment

We built it for ourselves.
Now, we build it for you.

A Closer Look at How We Work

Every great customer experience starts with strong systems, skilled people, and a culture built on accountability. At ECX, we designed our environment to support teams who deliver consistent, high-quality interactions every day.

Our virtual tour shows how we blend technology, coaching, and workflow optimization to create a workspace that inspires performance and supports long-term employee success.

A Closer Look at How We Work

Our virtual tour shows how we blend technology, coaching, and workflow optimization to create a workspace that inspires performance and supports long-term employee success.

Digital Experience

Managing projects just got easier. Get organized and get on top of day to day tasks with help from our Virtual Assistants and Data Entry Specialists.

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Contact Center Services

For us, every single customer is a VIP. Every customer matters. This is why we utilize next-generation
technology to ensure loyalty to the brands we serve, increased efficiencies, cost savings, and an overall
customer engagement experience that is unlike any other.

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Customer Experience

Every customer wants to feel like they’re your only customer. Every customer wants to be heard, seen, and have their issue resolved efficiently. Our suite of customer service solutions allows you to do just that and much more.

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SOLUTIONS

Multi - Channel Agent

Chat, Email, SMS, Video Chat and yes, we do Voice Call Support. Pick the support channel(s) that’s right for you

Video Chat Concierge

Video chat concierge services for loyalty programs and VIPs

Mobile SMS

SMS, Whatsapp, Apple Business Chat, and Google Business Messages

AI & Bots

SMS, Whatsapp, Apple Business Chat, and Google Business Messages

Social Media

Direct Messaging and Social Media monitoring

Multi - Channel Agent

Chat, Email, SMS, Video Chat and yes, we do Voice Call Support. Pick the support channel(s) that’s right for you

Video Chat Concierge

Video chat concierge services for loyalty programs and VIPs

Mobile SMS

SMS, Whatsapp, Apple Business Chat, and Google Business Messages

AI & Bots

SMS, Whatsapp, Apple Business Chat, and Google Business Messages

Social Media

Direct Messaging and Social Media monitoring

Quality Assurance

Monitor, audit, and follow up on top call drivers

Quality Assurance

Monitor, audit, and follow up on top call drivers

Workforce Management

Workforce planning, forecasting and real-time service adherence monitoring

Self-Service Management

Automation, Conversational IVRs, and AI-Driven Solutions

Process Optimization

Time and motion studies, documentation, and best-of-breed process improvement implementation

Digital Training

Curriculum design and on-demand and/or instructor-led training using modern knowledge management systems

Workforce Management

Workforce planning, forecasting and real-time service adherence monitoring

Self-Service Management

Automation, Conversational IVRs, and AI-Driven Solutions

Process Optimization

Time and motion studies, documentation, and best-of-breed process improvement implementation

Technology

Techology platform and solutions implementation

Back Office Support

Techology platform and solutions implementation

Digital Training

Curriculum design and on-demand and/or instructor-led training using modern knowledge management systems

Technology

Techology platform and solutions implementation

Back Office Support

Techology platform and solutions implementation

INDUSTRY EXPERIENCE

Your goals are our goals and your challenges are our challenges. We are inspired to
find the right solutions that fit your needs

Hospitality and Travel

Delivers fast and seamless support for hotels, resorts, and travel businesses through efficient concierge assistance, streamlined booking management, and smart self-service tools designed to enhance every stage of the guest journey.

Aviation and Reservation

Supports aviation and reservation operations with accurate passenger handling, real-time schedule updates, and efficient booking coordination to reduce delays and ensure a smooth end-to-end travel experience.

Cable and Communication

Enhances cable and communication services with responsive customer support, efficient account handling, and quick resolution of technical concerns to keep subscribers connected and satisfied.

Finalcial Service

Delivers secure and accurate support for banks, lenders, and financial institutions through efficient account assistance, fast transaction handling, and reliable customer guidance that strengthens trust and improves overall service experience.

Hospitality and Travel

Aviation and Reservation

Cable and Communication

Enhances cable and communication services with responsive customer support, efficient account handling, and quick resolution of technical concerns to keep subscribers connected and satisfied.

Finalcial Service

Mobile and Technical Support

Provides quick and reliable assistance for mobile users through effective troubleshooting, device support, and service guidance that helps customers resolve issues, stay connected, and get the best performance from their technology.

Healthcare

Supports healthcare providers with accurate patient assistance, appointment coordination, and responsive information services that help improve care delivery and ensure a smooth, reassuring experience for every patient.

Online Education

Enhances online learning platforms with responsive student support, enrollment assistance, and guided help for courses and digital tools to create a smoother and more engaging educational experience.

Mobile and Technical Support

Healthcare

Online Education

Enhances online learning platforms with responsive student support, enrollment assistance, and guided help for courses and digital tools to create a smoother and more engaging educational experience.

OUR CORE VALUES

Empathy

To provide the ability to understand one another and care for each other

Customer Xperience

To provide the ability to understand one another and care for each other

Xenial

To provide good hospitality and relationships between companies, employees and customers

Professionalism

To be competent, accountable, reliable and responsible, interacting positively and collaboratively with all colleagues, customers, visitors and business partners

Respect

To treat all others as you wish to be treated, being courteous and kind, acting with utmost consideration of others

Integrity

To be honest, trustworthy and ethical, always doing the right thing, without compromising the truth, and being fair and sincere

Diversity

To appreciate and celebrate differences in others, creating an environment of equity and inclusion with opportunities for everyone to reach their potential

Excellence

To provide the ability to understand one another and care for each other

OUR TEAM

EXECUTIVES

As Vice President of Philippines Operations, Jaycee drives excellence, innovation, and sustainable growth within the country. With over 11 years of experience in leadership and 17 years of BPO experience, he fosters a culture of collaboration, efficiency, and continuous improvement to exceed customer expectations and achieve operational excellence. Jaycee leads the team in navigating challenges, leveraging emerging opportunities, and making a positive impact on the local community, contributing to the advancement of the Philippines' business landscape.

Eric Buenafe

C.E.O and Founder

Tina Buenafe

C.O.O and Co-Founder

Jaycee Quijano

Vice President

OPERATIONS

As Operations Manager, I drive day-to-day operational performance, workforce effectiveness, and process optimization across support service programs. With over nine years of experience in the BPO industry, I focus on delivering efficiency, meeting service-level commitments, and supporting operational excellence. I work closely with cross-functional partners to address challenges, streamline processes, and enable teams through data-driven decision-making, ensuring consistent results and continuous improvement aligned with business goals.

Amelyn Talastas

Operations Manager

As Operations Success Manager for Philippines Operations, Sam drives operational alignment, performance, and execution across multiple departments. With 10 years of experience in the BPO industry, he champions accountability, cross-functional collaboration, and data-driven decision-making to support efficiency and service excellence. Sam partners closely with operational leaders to navigate challenges, optimize processes, and deliver consistent results. Backed by a Bachelor’s degree in Computer Engineering, he brings a strong analytical mindset that supports continuous improvement and sustainable operational success.

Samuel Pastrana

Operations Success Manager

As Financial Account Manager at ECXperience, I oversee invoice vouchering and day-to-day financial operations to ensure accurate, timely, and compliant processing. With nearly six years of experience in the BPO industry, I specialize in financial oversight, performance monitoring, reporting, and process optimization. I bring a strong academic foundation, holding a Master’s degree in Public Administration from Baliuag University and a degree in Legal Management from the University of Santo Tomas, supporting sound financial governance and continuous improvement.

Monique Curia

Financial Account Manager

As the Senior Data Scientist, I lead data initiatives across multiple departments, transforming complex information into actionable insights that support strategic and operational decisions. I specialize in automating data processing and analytics workflows to enable efficiency, accuracy, and scalable reporting that empower teams and leadership through data driven decision making.

Jerwin Manzon

Senior Data Scientist

As Head of Technology and leads the company’s technology vision and execution, driving innovation, scalability, and operational efficiency across the organization. With extensive experience in technology leadership, he oversees the development, implementation, and optimization of systems that support business growth and enhance customer experience. Brian fosters a culture of collaboration, security, and continuous improvement, ensuring technology initiatives align with strategic objectives while enabling teams to work smarter, faster, and more effectively.

Brian Narvasa

Head of Technology

As Information Technology Manager, Paolo Castillo oversees the planning, implementation, and maintenance of the company’s IT infrastructure to ensure reliability, security, and operational efficiency. With strong experience in IT operations and support, he promotes a culture of collaboration, responsiveness, and continuous improvement. Paolo leads the team in resolving technical challenges, optimizing systems, and implementing effective technology solutions that enable seamless business operations, enhance user experience, and support organizational goals and sustainable growth.

Paolo Castillo

Information Technology Manager

OUR PARTNERS

STRATEGIC PARTNERS

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Ecxperience News & Updates

Welcome to the ECXperience News & Updates section, where we share important company announcements, achievements, and industry insights. Discover the latest events, project highlights, and organizational milestones that reflect our dedication to delivering remarkable customer experience and digital solutions.

events

ECX 2025 Charity Event

Giving Back, Together – ECXPERIENCE held a meaningful charity outreach program on December 21, 2025, led by CEO Eric Buenafe, COO Tina Buenafe, and Vice President Jaycee Quijano, together with the dedicated efforts of the company leadership staff, Eskina staff, and EC Solutions staff. The initiative reflected the company’s commitment to social responsibility and its mission to make a positive impact on the communities it serves beyond the workplace.

January 19, 2026