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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 services to suit your needs and priorities, leveraging tested customer strategies and frameworks and extensive hands-on business-side expertise gained from over 15 years in CX leadership roles. From strategic consulting to tactical interventions, from executive mentoring to engagements at corporate or public events, CXellence can partner with you to help you achieve your CX objectives and outstanding business results.

Consulting and 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:

  • CX Fitness Check ™

  • Customer strategy and priorities

  • Customer Experience Design ©

  • Customer Journeys Mapping ©

  • Voice of the Customer programme

  • CX transformation and capabilities


Executive Mentoring 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

  • CX consultations

  • Facilitation of Executive sessions


Chairing, Keynotes and Facilitation

An expert and confident on-stage speaker, Manuela can help you shape and chair your CX event or conference, whether public or in-house, or deliver engaging Keynote presentations. Leveraging her extensive client-side hands-on experience, she is also available to develop and facilitate in-house CX working sessions at executive or practitioner level, using Agile and Design Thinking techniques.

  • Conference chairing

  • Keynote speaker and presenter

  • Webinars

  • In-house workshop facilitation

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, M&G Prudential UK
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.
— Martin Pierce, Director of Business Services, Hastings Direct


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?