Consulting services
Helping organisations achieve success through customer experience excellence
Customer-centric organisations are more profitable and grow faster, but this does not happen by chance and requires a carefully designed and well executed customer experience strategy and transformation, which aligns the whole organisation behind its delivery.
Founded and led by Manuela Pifani, CXellence offers tailor made CX consulting services to suit your needs and priorities, leveraging tested customer strategies and frameworks and extensive hands-on business-side expertise gained from over 20 years in CX leadership roles.
Using the proprietary and tested ‘6D CX’ framework we will:
DISCOVER who your customers are and their needs and expectations across their end-to-end relationship;
DESCRIBE the experience across its key stages and identify and quantify the pain points and opportunities;
DESIGN the target CX strategy, proposition and experience to achieve the desired customer and business outcomes;
DEFINE a prioritised CX Programme of tactical and strategic changes to deliver maximum impact for customers and the business;
DELIVER the required CX management and measurement capabilities to assess progress against key performance drivers;
DRIVE the required transformational, operational and cultural change, collaborating across the organisation.
Consulting and CX project leadership
Manuela uses her own proprietary and other proven frameworks and tools to support organisations across various sectors with their CX transformation. She has the strategic, business and technical expertise to help you succeed, as well as the credibility and clout to help you influence and engage your stakeholders behind your plans through:
Customer strategy and priorities
Customer Journey Mapping ©
Customer Experience Design ©
Voice of the Customer programme
CX transformation and capabilities
Ideation sessions and workshop facilitation
Leveraging her extensive client-side hands-on experience, Manuela is also available to develop and facilitate in-house CX working sessions at executive or practitioner level, using co-creation and Design Thinking techniques:
Facilitation of Executive review sessions
Ideation sessions
Workshops and reviews
Executive coaching and advising
Having been a CX and Strategy senior leader for many years, Manuela understands the value of having a trusted business partner or expert advisor to share issues, discuss ideas, explore solutions or simply provide support and guidance on your CX priorities or strategic decisions. Manuela can share her knowledge and experience with you and support your CX transformation journey through:
Executive coaching and mentoring
Advising on CX transformation and priorities
CX Fitness Check ™
“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.”
“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. ”
“Manuela and CXellence took our senior leadership team through an insightful journey. She was able to shine a light on a number of areas we hadn’t fully thought about before, giving us some great ideas to take forward to help us further enhance our customers’ experience with us.”
Did you know that 93% of CX leaders claim that their CX initiative failed to create differentiation and only 23% say they achieved tangible business benefits from CX investments?
Do you have the CX strategy and capabilities to make your CX Programme succeed?