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When they build a connection or feel appreciated, they are more likely to recommend or endorse a brand on social media, subscribe to content and regular communications or sign up for promotions and make repeat purchases. https://www.cxellence.com/blog/2018/4/27/once-upon-a-time-design-was-for-kids monthly 0.5 2018-06-25 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1524849626882-71KUVNKJK7PNOGBZS30N/Group.jpg Blog archive - Once upon a time, design was for kids - JOIN THE MOVEMENT FOR CX EXCELLENCE Comment, share or like our blogs to keep the customer experience conversation going https://www.cxellence.com/blog/2018/4/23/ai-like-pixie-dust monthly 0.5 2018-04-27 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1524505866004-RIVTH1FN7T3MMU8KRJ4B/Group.jpg Blog archive - AI is like pixie dust - JOIN THE MOVEMENT FOR CX EXCELLENCE Comment, like or share the blog to keep the customer experience conversations going 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demonstrated her Customer Experience and strategy setting expertise. Starting from ground zero and with a big catch up agenda, she set up the strategic direction for a large scale transformation of CX and then drove that through to execution over multiple years. This was a major undertaking requiring the mobilisation of, and collaboration across, multiple business areas behind a clear set of priorities. Manuela was particularly impressive at presenting and influencing at an Exec and Board level to get buy-in to the overall programme. This led to very significant gains across all brands and journeys in both NPS and Net Ease culminating in a raft of awards in recognition of the transformation that we had undertaken and the standards that we had achieved. Manuela left a strong legacy in terms of a high capability team with a strong combination of analytical rigour, change implementation skills and teamwork, which has helped towards a continuing improvement across our journeys and metrics after her move to Kingfisher.” https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603797490156-TG36NJOVIZDCGMPKV1IA/image-asset.jpeg Corporate feedback gallery - Mark Evans, Group Marketing Director, Direct Line Group, UK “At DLG Manuela strongly demonstrated her Customer Experience and strategy setting expertise. Starting from ground zero and with a big catch up agenda, she set up the strategic direction for a large scale transformation of CX and then drove that through to execution over multiple years. This was a major undertaking requiring the mobilisation of, and collaboration across, multiple business areas behind a clear set of priorities. Manuela was particularly impressive at presenting and influencing at an Exec and Board level to get buy-in to the overall programme. This led to very significant gains across all brands and journeys in both NPS and Net Ease culminating in a raft of awards in recognition of the transformation that we had undertaken and the standards that we had achieved. Manuela left a strong legacy in terms of a high capability team with a strong combination of analytical rigour, change implementation skills and teamwork, which has helped towards a continuing improvement across our journeys and metrics after her move to Kingfisher.” https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603731748341-5S5IGP8OG1HC5FG6VQ5L/image-asset.jpeg Corporate feedback gallery - Mark Evans, Group Marketing Director, Direct Line Group, UK “At Direct Line Group Manuela strongly demonstrated her Customer Experience and strategy setting expertise. Starting from ground zero and with a big catch up agenda, she set up the strategic direction for a large scale transformation of CX and then drove that through to execution over multiple years. This was a major undertaking requiring the mobilisation of, and collaboration across, multiple business areas behind a clear set of priorities. Manuela was particularly impressive at presenting and influencing at an Exec and Board level to get buy-in to the overall programme. This led to very significant gains across all brands and journeys in both NPS and Net Ease culminating in a raft of awards in recognition of the transformation that we had undertaken and the standards that we had achieved. Manuela left a strong legacy in terms of a high capability team with a strong combination of analytical rigour, change implementation skills and teamwork, which has helped towards a continuing improvement across our journeys and metrics after her move to Kingfisher.” https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603797230738-SBSFMDXJ1RCJ904JWHTU/image-asset.jpeg Corporate feedback gallery - Julian Elliott, Director of Customer & Multi-Channel Experience, Direct Line Group, UK “Manuela has an incredible grasp of all the elements that comprise customer experience across complex (eg multi channel, multi brand) organisations. She is able to draw out meaningful strategic insight from the huge heap of customer interactions and feedback programmes across the organisation, re-purposing historic schemes, and present this to anyone in the organisation from a new starter to the chairman and CEO. Cleverly, when Manuela explains some issue she has found, its impact on customers and the P&L, the solution often becomes self evident. In this way, she drives a phenomenal amount of positive change across a company - creating a real excitement around how things can be much better for customers and colleagues alike.” https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603731221897-IKD7KQET2MWWGSGS68SX/image-asset.jpeg Corporate feedback gallery - Ian Golding, Global CX consultant, Customer Experience Consultancy, UK “I am extremely fortunate to know a lot of people who have chosen Customer Experience to be their profession. To some, a profession is a job - To others, it is a vocation. Manuela is a CX Professional who brings the vocation of CX to life - brilliantly. The true epitome of the type of person a business needs to ‘operationalise CX’, Manuela is award winning for a reason - she possesses the skill, capability and personality to influence people at all levels of an organisation to become demonstrably customer centric. Manuela is a truly inspirational CX leader.” https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603731221880-VV0PC7XD6HQA4ZFB6RE0/image-asset.octet-stream Corporate feedback gallery https://www.cxellence.com/feedback daily 0.75 2020-12-30 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603705749688-K92VOOVWCG62CEPGVY03/image-asset.jpeg Gallery - Regina Planas, Chief Customer Management Officer, WiZink Bank, Spain 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. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603705749688-K92VOOVWCG62CEPGVY03/image-asset.jpeg Gallery - Regina Planas, Chief Customer Management Officer, WiZink Bank, Spain 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. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603705957797-ZDA7JUDEKVOZGSSTJ6H1/image-asset.jpeg Gallery - Giulia Ajello, Head of Customer Office, Prudential UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603707940000-WY51E1GAQGRO4603JMTV/image-asset.jpeg Gallery - Regina Planas, Chief Customer Management Officer, WiZink Bank, Spain “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708488601-GO3E8YIB6BG2E3DWI30K/image-asset.jpeg Gallery - Vanessa Milan, Voice of the Customer Lead, Cambridge University Press, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708100417-EW1GX5SFAWIMP0UAEFYS/image-asset.jpeg Gallery - Martin Pierce, Director of Business Services, Hastings Direct, 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.” EXECUTIVE FACILITATION CLIENT https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1608804073697-NCAARK12GSJMXMI89ILF/image-asset.jpeg Gallery - Gary Smith, Global Client Experience Director, M&G Asset Management “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603705749673-KEUQDLYSEQAA0UQJC66O/image-asset.octet-stream Gallery https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708660170-ED051FR0K9I4KZOUXNO3/image-asset.jpeg Gallery - Sandra Moreno, Customer Experience Lead, WiZink Bank, Spain “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708975919-D1C9UISVAV90V6181EYN/image-asset.jpeg Gallery - Elena Mitsibona, Managing Director, Secret Key, Greece “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603732175120-LCKU59BHIRNSE6GRDVTV/image-asset.png Gallery - Ebba Wiberg, Conference Director, IQPC, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710084601-L2KZV2RJCVHD8ZQS4YK1/image-asset.jpeg Gallery - Giulia Ajello, Head of Customer Office, Prudential UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603709547180-1UTFL7ICLGCUTG1KZ7GW/image-asset.jpeg Gallery - Hannah Corkerry, Senior Conference Producer, IQPC, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710678645-3OTFZ49FW4U760DUGAM9/image-asset.jpeg Gallery - David Forde, Head of UK Consulting, Atos Consulting, UK "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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1609338280889-5RU04NJ8MW23MJ1IDE8C/image-asset.jpeg Gallery - Bomme Stuber, Client Insight Manager, M&G Asset Management “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710491521-TNLVVVV38TBG38OJFHJQ/image-asset.jpeg Gallery - Matthew Draper, IAPS member and Headmaster of Mayfield Prep School, UK ”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 https://www.cxellence.com/consulting daily 0.75 2021-02-01 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518867796932-5EYJMKBCVHTPTZUHE03X/Success+narrow.jpg Consulting https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518868812118-U7SJ45UTFLBOIG6WJ9IS/Success.jpg Consulting - 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? Did you know that 93% of CX leaders claim their CX initiative failed to create differentiation and only 23% that they achieved business benefits? https://www.cxellence.com/contact daily 0.75 2020-11-06 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518358178743-FIBC26VXWP16D9N5OOLW/IMG_3755+2.jpg Contact Let me help you deliver an award-winning customer experience. Photo from my role in the Direct Line Group https://www.cxellence.com/blog-1 daily 0.75 2020-10-23 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518895285441-ARDSFDPAJ03YZC2LR91M/Splatter.jpg Blog - cx thought leadership, ideas AND STORIES Thought leadership and views on customer experience and transformation https://www.cxellence.com/about daily 0.75 2023-05-10 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367745811-IN4HDWCD9ZCXEZN7IORW/UKFX+16.png About WINNER Best Contact Centre - Large UK Financial Services Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1576001821087-X3AZBHF676THHDTG5LPZ/ICS+logo.png About FINALIST in partnership with M&G Best Use of Customer Insight UK Customer Satisfaction Awards 2020 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1576001718666-LMTB0ZQ3SZOTWA14ZP9B/ICS+logo.png About FINALIST in partnership with M&G Customer Focus - Large Enterprises UK Customer Satisfaction Awards 2020 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369039624-XK071FJEY68EH4YUCV2O/Logo+FSF.jpg About WINNER Best Customer Loyalty & Retention FSF Marketing Effectiveness Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367691221-HPI2QX1ZHXI23SA3NWF5/UKFX+16.png About WINNER Best Customer Experience on Insurance Services (Silver) UK Financial Services Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1556020940900-IKTPU6KKLKKOLZOA9YZ6/Awards+me.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518368982815-OMIU9BP9RJEW2YXNALFF/Logo+FSF.jpg About WINNER Best Customer Experience & Engagement FSF Marketing Effectiveness Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367376019-B4SL9D0G2WUY0T7R0VFA/UKCX+15.png About WINNER Best Customer Experience in Insurance Services UK Customer Experience Awards 2015 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518368567364-0G6K64VNDZFWW6251854/UKCX+16.png About WINNER Best Customer Centric Culture - Financial Services UK Customer Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367235439-KA6O14TNHXZ6IQ4FC4AI/UKFX+15.png About WINNER Best Feedback & Insight UK Financial Services Experience Awards 2015 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1612204214068-336M9OXRJX57OJN9XRKO/Badge-10.png About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1576000661375-523UHA9OBMVFA1PG7DIF/CXA+2019+logo.png About FINALIST in partnership with Prudential UK Best Customer Experience in Financial Services UK Customer Experience Awards 2019 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1519990988889-RB2FCJ1VLAM65SXXW87P/Awards+team.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/5f894721-9b53-4b29-afc6-8fcfd3a357a7/CXL22_Insight-Award-Badge.png About - Make it stand out TOP 20 GLOBAL CX LEADERS 2022, winning the INSIGHT AWARD MyCustomer organisation https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1612204286047-CASVKJLGFP72PT5ZB6LD/Badge-10.png About TOP 10 CX INFLUENCERS 2021 CXM CX Stars 2021 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1576001652102-WXU3ZPHQEXM7M5CV3Z06/ICS+logo.png About FINALIST in partnership with M&G Best Customer Experience UK Customer Satisfaction Awards 2020 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367812096-CAGKMPXKIS3NY7QSZAMF/UKFX+16.png About WINNER Best Customer Centric Culture UK Financial Services Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367472671-FIF18GO75R931PCIYQYU/UKCX+15.png About WINNER CX Professional of the Year UK Customer Experience Awards 2015 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1604668183858-2L45UYNPY9LV3DDZWAD5/Focus+group+narrow.JPG About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518368430853-T0J5WUF1EQWTBZGF26WY/UKFX+16.png About WINNER Best Employee Engagement - Innovation UK Financial Services Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1604667380571-QPQ7UGH65334MGSRH5T2/image-asset.jpeg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518368492718-GNCN0UKFZOVEQY0YS3WA/UKCX+16.png About WINNER Best Customer Experience in Insurance Services UK Customer Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367627149-8BAB4VGHA2DH4B00YT9P/Logo+ICS.jpg About WINNER Best Use of Customer Insight UK Customer Satisfaction Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518368699486-D8VDLKAOTQBOTYI7XU4N/UKCX+16.png About SILVER Best Contact Centre - Large UK Customer Experience Awards 2016 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367184648-FYKU0NUONFTLS9QPUQC2/Logo+ICS.jpg About WINNER Best Customer Feedback Strategy UK Customer Satisfaction Awards 2015 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1604667515416-UUY1ELP6MMHI6JK1LOEW/image-asset.jpeg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367125678-9GSUNQAJFVOL60FQTVJ3/UKCX+14.png About WINNER CX Team of the Year UK Customer Experience Awards 2014 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367523979-35YR1GB4XYS8UDCZ1OJF/UKCX+15.png About WINNER Best Feedback & Insight UK Customer Experience Awards 2015 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1576000471375-HP3K5V8U6AY2PA3U29JH/CXA+2019+logo.png About FINALIST in partnership with Prudential UK Customers at the Heart of Everything UK Customer Experience Awards 2019 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367024506-F3BB18KYP2WR7U95690H/Logo+ICS.jpg About WINNER Best Customer Satisfaction Strategy UK Customer Satisfaction Awards 2014 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369863926-EZGWF05P8I1JTMRWTDSD/Awards+ICS+14.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369878620-SA00G2VOGC4AEY72IUT5/Awards+ICS+15.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369886494-LQ74HI0CC4VJC9D076N0/Awards+ICS+16.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369895323-OZJN8FD1YBLTYLGP3JW9/Awards+UKCX+14.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369907109-GGS2L9WIQIMNNA5D7HLB/Awards+UKCX+15.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369917697-W96BSMVQAXHV1CDVCL1W/Awards+UKCX+16.png About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518369952577-KJ1RK1XMKXB975OMLR66/Awards+UKFX+16.jpg About https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1518367071688-2L5Q9WQ85FQ92ME7QSCD/UKCX+14.png About WINNER Best Customer Experience in Insurance Services UK Customer Experience Awards 2014 https://www.cxellence.com/speaking daily 0.75 2020-02-28 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1528535232369-5QFTZV7TAB3QDM0V8FY9/Group+jumping.jpg Speaking https://www.cxellence.com/training daily 0.75 2025-11-13 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/8821e204-4c2f-4a22-8c6f-2456855f0494/Phone+and+laptop.jpg Training https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/b1ed790b-b026-4a78-8fea-b4adb89ff20f/Girl+with+whiteboard.jpg Training https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1528565945246-ODF2LETXF20ZPBMTBKW9/Manuela+1.jpg Training - All training is designed and delivered by multi-award-wining, CCCX and CCXP certified Manuela Pifani. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/90f7bf73-e739-48b7-993d-e7ce00e6cba4/T25-3218_Congrats2.png Training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/9c84afd1-a46c-49de-974b-463470679df1/Girl+shopping.jpg Training https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/f498dff6-8c60-45f4-9195-e301580933ab/Fitness.jpg Training https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/0e6dcd10-bf24-44b3-842e-476fa63078d0/Execs.jpg Training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/4c21de9c-366c-4bcc-9ff8-44074c73bff4/People+OK.jpg Training https://www.cxellence.com/privacy-policy daily 0.75 2020-10-23 https://www.cxellence.com/home daily 1.0 2023-05-10 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1178ba55-e288-493c-b8fd-580956a903e1/CXL22_Insight-Award-Badge.png Home - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603441958724-KUTKE0APMZCWK7G3MY6C/Prudential.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442029247-B8N5B71P10BP9S10VXL9/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1683718328774-ESCOI1RR9JILFFFPJSEZ/Paddy+Power.png Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1683718093507-D4YIVWTPIZ8X32HIZKFA/A+SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442065154-SVJGEWGYI8TLXDOWEVVU/WiZink.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442073650-09X2SNBNE4Y7XEWMTFWS/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1763036589953-16HKVYQ9F11CBF6R5MUG/Generali+logo.jpeg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442052183-5CAGA8OK09FKM9HMW6KR/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442041602-2KX9Y4V3NGFYHE20VTGT/M%26G.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442105068-HIC6GX5U495O9OLMTFT1/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442126748-15PTYKOOUOYD34X6FGVK/HMTCS.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442118355-D2UFWU2XLSNW4784PM4G/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1763036966467-TCXVAI72BP7H4PFHIDPB/Hastings+Direct+logo.png Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442135967-TJM63USMVE00GXVCAXY0/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442149247-7TE1A0Y6XTHPCJIU5FOV/Cambridge+University+Press.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442158420-J216DSOT5KU129SBS2C7/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442167932-4GM4NB8A8NIFQAVZ1R8C/IAPS.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603442181792-HA87JA1MYBU2H9S4RDX0/SPACER.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603714109610-L6AZ7VDO7387HMEE9L5P/Atos.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603705957797-ZDA7JUDEKVOZGSSTJ6H1/image-asset.jpeg Home - Giulia Ajello, Head of Customer Office, Prudential UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603707940000-WY51E1GAQGRO4603JMTV/image-asset.jpeg Home - Regina Planas, Chief Customer Management Officer, WiZink Bank, Spain “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708488601-GO3E8YIB6BG2E3DWI30K/image-asset.jpeg Home - Vanessa Milan, Voice of the Customer Lead, Cambridge University Press, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708100417-EW1GX5SFAWIMP0UAEFYS/image-asset.jpeg Home - Martin Pierce, Director of Business Services, Hastings Direct, 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.” EXECUTIVE FACILITATION CLIENT https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1608804073697-NCAARK12GSJMXMI89ILF/image-asset.jpeg Home - Gary Smith, Global Client Experience Director, M&G Asset Management “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708660170-ED051FR0K9I4KZOUXNO3/image-asset.jpeg Home - Sandra Moreno, Customer Experience Lead, WiZink Bank, Spain “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603708975919-D1C9UISVAV90V6181EYN/image-asset.jpeg Home - Elena Mitsibona, Managing Director, Secret Key, Greece “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603732175120-LCKU59BHIRNSE6GRDVTV/image-asset.png Home - Ebba Wiberg, Conference Director, IQPC, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710084601-L2KZV2RJCVHD8ZQS4YK1/image-asset.jpeg Home - Giulia Ajello, Head of Customer Office, Prudential UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603709547180-1UTFL7ICLGCUTG1KZ7GW/image-asset.jpeg Home - Hannah Corkerry, Senior Conference Producer, IQPC, UK “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710678645-3OTFZ49FW4U760DUGAM9/image-asset.jpeg Home - David Forde, Head of UK Consulting, Atos Consulting, UK "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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1609338280889-5RU04NJ8MW23MJ1IDE8C/image-asset.jpeg Home - Bomme Stuber, Client Insight Manager, M&G Asset Management “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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603710491521-TNLVVVV38TBG38OJFHJQ/image-asset.jpeg Home - Matthew Draper, IAPS member and Headmaster of Mayfield Prep School, UK ”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 https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603534018076-E52O6B2Q43TQESZ8U0CD/Happy+people+narrow.jpg Home - It’s never been a better time to boost your CX focus and transformation and take your brand to the next level. Are you ready? Contact me now! https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603795748496-WPP64UWE6SC69AMHJTI7/Diamond.jpg Home - EXCELLENCE by generating excellent outcomes for our clients and their customers, leveraging multi-award-winning experience and proprietary frameworks and best practice techniques and use cases https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1604665235767-94ZW136OHUI1GTMROA38/Logo.png Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603453507855-MFI04NJ6ZG78TPVHFQVU/Awards+me.jpg Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603796158276-YMVIV7JVDO4EKIR1NJYW/Puzzle.jpg Home - CO-CREATION by achieving more together, with clients’ teams and their customers, through collaboration, co-ideation and co-design https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1612203916900-1LSVBIOEQO8L27HZM1U8/Badge-10.png Home https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603796905293-ODAXI1VYPBPJJBP6ZTGY/Lightbulb.jpeg Home - INNOVATION by identifying innovative solutions to customer and business problems using insight-led and design thinking techniques, to create memorable experiences which build differentiation and competitive advantage https://images.squarespace-cdn.com/content/v1/5a7f1b40dc2b4aba12692a8d/1603712787947-Y6BAJHCQLYOT4FZLSEEW/image.jpg Home