“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.”

CONSULTING CLIENT

“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.”

CONSULTING CLIENT

“Manuela’s CX Foundation training was an eye opener on all the implications of CX with all business functions and how important it is to orchestrate the transformation internally at all levels to get it right. Manuela is very knowledgeable and has provided a wealth of examples from a variety of industries she’s worked in. Her teaching style is fun, interactive and participatory. I definitely recommend Manuela’s training!”

TRAINING CLIENT

“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.”

EXECUTIVE FACILITATION CLIENT

“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.”

CONSULTING CLIENT

“One of the best professionals I have worked with!!! Manuela did an amazing job helping us improve our CX capabilities. From CX mapping and dashboards to producing real impact in the business. A great listener and influencer, absolutely love her!”

CONSULTING CLIENT

“Manuela delivered an inspirational Customer Strategy Workshop to help senior executives from various companies in Greece flex their CX Strategy through the Coronovirus crisis. She prepared & organised fantastic content for the training, absolutely updated with the COVID-19 challenges and the emerging trends for the “new normal” experiences. She helped us understand the new customer segments that have emerged recently in the market and facilitated our navigation to a 3 stage plan in order to face the new reality with a different approach. Manuela is a charismatic strategist since she facilitates with a magic realism and encourages you to proactively plan with an absolute customer centric way. Thank you Manuela for this comprehensive and insightful training opportunity!”

TRAINING CLIENT

“I had the pleasure of working with Manuela as she chaired the Customer Experience Exchange for Banking, Financial Services and Insurance 2020. Manuela was the absolute perfect person for the job and I could not have asked for a better service from her - she was engaging, knowledgeable, attentive, reactive, insightful, and very much bringing out the best in all of our speakers. She perfectly summed up presentations and facilitated main stage panel discussions, very much buying into the core values of the Exchange and acting a perfect face of the event. She was a delight to work with and made my job very easy behind the scenes! I would definitely recommend Manuela to others and am looking forward to our next opportunity for collaboration!”

CONFERENCE FACILITATION CLIENT

“Manuela’s personality and deeply engaging style make her training sessions a great learning experience. Her common sense and practical examples from years of experience in the field are a key differentiator and her training sessions are something I would recommend to anyone who wants to invest in customer experience.”

TRAINING CLIENT

“A great Chairperson can make all the difference to a conference – and never more so than in the virtual world in which we are all now living! Manuela was an exemplary Chairwoman at the CX Telecoms Exchange, approaching the role with real enthusiasm and commitment, which allowed the audience to gain from her wealth of knowledge in customer experience and strategy. Manuela navigated the challenges of a virtual event seamlessly. Her insights helped to weave together the material presented and she led some fantastic panel discussions around AI and digital transformation, and their impact on customer experience. I would like to thank Manuela for doing such a great job in helping to lead a super engaging, interactive and seamless Virtual CX Telecoms Exchange!”

CONFERENCE FACILITATION CLIENT

"Manuela worked with my Customer Experience Practice to share her extensive experience about how to develop a customer strategy, establish a transform programme and deliver customer centric change. The frames, content and her experience gave us some invaluable take-aways that we can start to adopt and deploy with our clients going forward.”

TRAINING CLIENT

“I have been very privileged to work with Manuela on our customer experience strategy at M&G plc. She was quick to identify our needs, structuring a plan of action and kick starting us into motion. Manuela led detailed data analysis to identify the complicated needs and requirements of our global business clients reporting this at senior level, paving the way for the client experience team to further embed customer and client insights into the organisation. Manuela is passionate, laser focused and dynamite to work with. She is sure to get any project off the ground, giving it purpose, immediacy and focus.”

CONSULTING CLIENT

”Thought-provoking, inspirational and motivational application of customer experience thinking to the private education sector, which was spot on with regards to what parents need from their children’s school. Manuela Pifani will change the way you think, the way you work and the way your school works!”

TRAINING CLIENT