Some of the clients I have worked with

 

Hi, I’m Manuela Pifani,

the founder of CXellence Consulting. I work with senior leaders of large and medium organisations across sectors, who want to maximise the impact and ROI from their CX initiatives and successfully navigate through the storm to become their customers’ brand of choice and, ultimately, win in their market and increase profitability.

It is proven that customer-centric companies are more profitable and grow faster, but in reality, only a few have satisfied and loyal customers. Many invest in transformational initiatives to increase sales or productivity or reduce costs, but with limited CX results. This is because many leaders sometimes struggle to draw clear insights from too much data or identify the most profitable CX strategies. Other times they get bogged down with bureaucracy and low impact projects which don’t deliver good enough results, or they may have reached a plateau, unable to shift performance further.

But it doesn’t have to be like this.

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I am a CCXP certified executive-level independent CX consultant, facilitator, trainer and keynote speaker.

Differently from many in the sector, for over 20 years, I have been in the trenches. I successfully led corporate CX functions in large Financial Services and Retail organisations in the UK and across Europe to transform the customer experience and generate higher NPS and brand preference, while increasing revenues and lowering operating costs and customer complaints. I have walked in your shoes and understand the ups and downs of the journey towards CX excellence, as well as the ROI opportunities and success drivers. I am proud that my achievements were also recognised by winning a number of prestigious CX awards, including UK CX Professional of the Year. I have also been nominated as a Top 10 CX Influencer 2021 and more recently, during my 2-year contract with Asda, a Top 20 Global CX Professional 2022, also winning the Insight Award.

We are facing challenging times, but I see this as an opportunity rather than a risk. By working together, I can help you co-design a winning brand-aligned and insight-led customer strategy, co-ideate innovative and impactful propositions, orchestrate seamless omnichannel journeys and boost your CX and cultural transformation to deliver intentional and memorable customer experiences, which will increase customer loyalty, help you to stand out from the competition and generate sustainable profitability growth.

If this is your goal, we should talk. I would be delighted to work with you to fully unlock the value from your CX initiatives.

Manuela Pifani

What my clients say about me

Manuela has an unwavering passion for customers supported by strategic vision and deep business understanding. All these qualities make her one of the few go-to people in the Customer Experience sector. In Manuela you will not find only a strategic consultant, but an exponential asset for your organisation, someone who can support businesses to set a strategic customer direction, mobilise and drive change.
— Giulia Ajello, Head of Customer Office, Prudential UK
During the time we worked together, Manuela repeatedly showed her ability to switch seamlessly between the big picture strategic issues I needed her guidance on and then the detailed data analysis underpinning that work. I hoped I would get to work with someone who could offer support as I worked through some major initiatives but I got much more than that. I found Manuela to be great source of advice and wisdom and I learned a lot during the time we worked together. I wouldn’t hesitate to recommend Manuela to any organisation who was looking for a passionate, knowledgeable and creative client experience professional. And there’s the added bonus that she’s great fun to work alongside as well.
— Gary Smith, Global Client Experience Director, M&G Asset Management
The work that Manuela has done for us has been key to jump-starting the bank-wide transformation to a truly more customer centric company. Her obsession for customers, strategic mindset, expertise across all aspects of CX and broad experience in driving change made her a unique and invaluable partner who supported our Exec and business teams to understand and define our path towards change; and her ability to work and influence across different levels of the organisation made her a strong leader who motivated and inspired the CX team and guided people cross-functionally through change. This enabled us to put customers front and centre of operational activities and new customer value proposition design, but also helped us build successfully in-house capabilities and skills to enable us to carry on the transformation independently after her departure.
— Regina Planas, Chief Customer Management Officer, WiZink Bank, Spain

More endorsements from clients:

If you are using a mobile device, they need to be viewed in landscape mode (the limitations of technology!)


Consulting services

I can help you maximise the impact and ROI of your CX investments by delivering intentional and memorable customer experiences. Whether you are starting in your journey to CX excellence or simply want to refocus and boost parts of your existing CX Programme, I can offer bespoke CX consulting services to meet your specific needs. Leveraging tools and techniques from my tested 4D CX framework, I will help you become the catalyst who leads your organisation to deliver an excellent experience and become the brand of choice for your customers, creating sustainable competitive advantage and profitability growth. 

Training solutions

I can help you build successful and award-winning CX capabilities and strengthen your team’s skills to increase their confidence and authority to successfully lead your CX transformation. Customer Experience is and art and a science, which requires an expert and balanced combination of strategic thinking, intuition and grounded methodologies and techniques. From Voice of the Customer measurement and customer journey mapping and design, to CX strategy definition and Design Thinking techniques, I offer tested CX Masterclasses or customised training fully aligned to your needs and CX competency maturity.


Our Values

 
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EXCELLENCE by generating excellent outcomes for our clients and their customers, leveraging multi-award-winning experience and proprietary frameworks and best practice techniques and use cases

 
 
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CO-CREATION by achieving more together, with clients’ teams and their customers, through collaboration, co-ideation and co-design

 
 
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INNOVATION by identifying innovative solutions to customer and business problems using

insight-led and

design thinking techniques, to create memorable experiences which build differentiation and competitive advantage



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It’s never been a better time to boost your CX focus and transformation and take your brand to the next level. Are you ready?

Contact me now!