Helping organisations build successful and award-winning CX capabilities and skills

Customer Experience is an art and a science, which requires an expert and balanced combination of strategic thinking, intuition and grounded methodologies and techniques. Delivering a great customer experience does not happen by miracle or chance, but is the result of a carefully designed and managed approach, translated into brand-aligned customer journeys and customer-centric organisational capabilities and culture.

The Customer Experience team is the driving force and guardian of all this, and requires skilled and expert people to optimise the results. 

Manuela is a passionate, award-winning and CCXP certified Customer Experience professional, who loves to share her story, knowledge and experience with others. Leveraging her client-side leadership experience and her exposure to a large variety of consulting and academic models and frameworks, she has developed her own personal perspective and approach. This is reflected in a series of proprietary Masterclasses and training mudules, designed to help you build your and your team's or organisation's CX skills and capabilities.

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.
— Giulia Ajello, Head of Customer Office, M&G Prudential UK
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In-house CX training

A variety of proprietary training and masterclass modules, which can be specifically tailored to your organisation's needs and maturity stage:

  • Customer Journey Mapping, Design & Transformation ©

  • Voice of the Customer, CX Measurement and Insight ©

  • CX Organisational Fitness and Customer-Centricity ©

  • Customer Strategy & Design Thinking ©

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.
— David, Head of UK Consulting at a global consultancy