Isabella Villani

Isabella Villani's Biography

Isabella Villani is a thought leader in customer experience (CX) strategy and transformation. Renowned for leading high-performing teams, she is greatly sought after as a speaker at industry forums and events around the world.  Isabella is a published author with globally recognition for her two books Good to Great CX and Transform Customer Experience.

As the founder and Chief Customer Officer of Exceed Global Isabella has earned an international reputation for her infectious passion. With more than 20 years of experience at the forefront of CX, she provides consultancy services to companies in banking and finance, telecommunications, health, utilities, as well as government and not-for-profit organisations.

She is certified in Six Sigma (Black Belt), Kaizen, Systems Thinking Design, Agile and CompTIA Project Management; has a bachelor’s degree in Speech Pathology from La Trobe University; is a graduate member of the Australian Institute of Company Directors (GAICD); and holds several board positions, including as a Non-Executive Director of Waterpool Trading and Retail Advisory Board member for Save the Children Australia.

Isabella is frequently engaged for keynote presentations across various industries. Clients leverage Isabella's extensive experience in customer experience, employee engagement, business transformation and omnichannel-strategy to create an experience that excites, motivates and inspires your audience!

Speaking Topics Include

Be The Voice of Your Customer - Leverage customer success metrics including Net Promoter Score and Customer Effort to measure your CX and provide insights to drive improvement, innovation and best practice.

Customer Journey Mapping - This workshop is for business professionals who want to understand how to develop and use one of the most important tools in the customer experience toolbox: the Customer Journey Map. The session covers key concepts including application of CJM, benefits and success measures, framework, key components and tools as well as tips on embedding CJM in your organisations operating rhythm.

Delivering Great CX today and Into The Future - With the introduction of new technologies including AI and VR, organisations need to understand the impact of these technologies. Listen to best practice approaches to leverage them to optimise business operations and integrate them with existing channels and touchpoints. This involves transforming your business and operating model to deliver Great CX and provide an innovative, consistent and seamless omni channel customer experience across these channels and touchpoints.

Extending Your Brand and CX into the Digital Marketplace - In todays competitive global market, a good customer experience is not enough. Companies are striving to attract and retain customers who expect and demand a personalised experience that has a wow factor. Isabella, an industry strategist and author of Good to Great CX, discusses best practices to deliver engaging CX. Learn how to use advances in technology to extend your traditional brand and customer experience to digital, transform your organisation and differentiate yourself in the market, as well as create innovative, creative and seamless customer experiences in every channel.

Game Changing Customer Experience Starts with Superior Employee Experience - Human interaction matters more than ever before. And your customers want more of it. Therefore, it is crucial for todays technology to support human interaction, be unobtrusive and work seamlessly. Furthermore, there is a mismatch between customer expectations and how employees deliver. How are you empowering your employees to execute your companys customer experience vision?

Good to Great CX - Gain valuable insights into how to get your CX from good to great. Isabella talks about how to attract and retain customers in a world where they are writing the rules. The topic includes providing an understanding of what makes for good CX and what your customers expect, CX trends for 2018 and drivers for CX innovation.

Honing a Successful Customer Experience Strategy within your Organisation - Organisations must now operate in a highly contested global marketplace where customers demand and expect a personalised experience across multiple channels. With a changing landscape on the doorstep, all organisations are finding themselves in the middle of a digital revolution and in order to remain current and continue to effectively engage with customers, a robust CX strategy is key. In this session Isabella offers insights on what a CX strategy is, its purpose, elements that comprise a best practice strategy and the logical order of developing one.

Leveraging Customer Journey Mapping to Deliver your CX Strategy - This is an executive briefing session that discusses the application of Customer Journey Mapping (CJM) to transform CX and become a customer centric organisation. Isabella will cover the benefits and success measures and also share an in depth case studies.

Omnichannel Customer Experience: From strategy to delivery - In an environment that is offering so much choice for customers, the customer is in the drivers seat and has expectations on how you deliver a seamless, easy and consistent customer experience across multiple channels and touchpoints.

Smart CX Design to Improve Business Outcomes - Technology is a vital component in providing great customer experiences, but it is only part of the puzzle. Join Isabella as she explores how human centred design and journey mapping can help organisations to take a step back and put the decisions you make in context of what you are trying to achieve.

Sometimes The Best CX is Nothing at All - Every year we are spending more money to interrupt more people more often, with messages they do not care about and do not pay attention to. Often, our customers are interacting with us because our organisations are designed in a way they have to. We have come to believe that the way to succeed is to have an advantage, by being different or better, more visible, or just plain louder. What if instead of finding ways to be one step ahead of your competition you could give people reasons to choose and then stay with you?

The Art of Story Telling to Align Your Business - Using stories is a powerful way to take your people on a journey and align and motivate them. A key component of a successful transformation program is change management and taking your employees on the journey with you. Customer experience stories resonate through the organisation from the frontline teams to the back office and beyond. Enabling employees to deliver great customer experience is a tangible rallying point for employee engagement. Explore how you can leverage your CX strategy to align your business, increase employee engagement and transform your customer experience.

The Future of Customer Experience - This topic focuses on drivers of customer expectations and the future direction of the CX industry. Learn about CX market trends, hot topics and find out which technologies, data and analytics and operational changes that will make a real difference. This event offers inspiring stories, real life customer case studies and will take you on a journey into the future.

Welcome to the Age of Empathy - By 2030, over 400 million jobs around the world will be displaced by automation. But instead of a bleak dystopia of robots, this new Age of Automation is a unique opportunity to capitalise on the power of the human touch. So how do you successfully operationalize this across your customer facing teams?

What Is your CX Factor? - In the Age of the Customer, companies are awakening to the need to be customer centric. This is fuelling transformation campaigns, technology innovations, culture development, and countless CX and EX improvement initiatives. However, the ultimate goal is the same, create tangible benefits and improve business performance. Join this session to learn how CX leaders are stepping up to become a primary driver of growth for their brands and companies.