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.

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Public CX Masterclasses

In collaboration with Customer Experience Magazine:

  • Customer Strategy & Design Thinking ©

 

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