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.
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
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.
Some retrospective but future-inspiring reading summarising day 1 of the virtual CX Marketing Summit 2020.