About Manuela Pifani
Manuela is a multi-award-winning and CCXP accredited senior business leader in Customer Experience and Strategy, with a strong track record in transforming CX for the large international organisations she has worked for during her corporate career. These include the Direct Line Group (across all its brands Direct Line, Churchill, Privilege and GreenFlag), the Royal Bank of Scotland, Barclays and more recently Kingfisher (across all its brands B&Q, ScrewFix, Castorama and Brico Depot).
Passionate, results-oriented and engaging at all levels, she created strong CX capabilities, led strategic and tactical CX transformation programmes and influenced Executive Boards and senior stakeholders to embed customer-centricity in the DNA of their organisation. The initiatives she led generated higher NPS, CES and brand preference, while increasing revenue and lowering operating costs and customer complaints.
Leveraging her 15-years business-side career as a CX leader and 4 years' experience as a freelance consultant across financial services, retail and other service sectors, Manuela decided to apply her passion for building customer-led businesses to helping a broader number of organisations in their CX transformation journey.
CXellence was born from this desire.