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Isabella Villani - Leadership - The leading customer experience expert transformin ...

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Speaker Topics

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. Read less
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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. Read less
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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. Read less
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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. Read less
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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? Read less
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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. Read less
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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. Read less
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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. Read less
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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. Read less
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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. Read less
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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? Read less
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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. Read less
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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. Read less
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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? Read less
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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. Read less
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Isabella Villani

The leading customer experience expert transforming Australian organisations

The leading industry expert on improving customer experience, Isabella Villani has been transforming businesses with her unique insights into omnichannel strategies and employee engagement. With her focus on building high-performing teams, she is regularly consulted for her expertise in business optimisation and change management.

Having worked in customer experience positions for over a decade, Isabella founded Exceed Global in 2011, and currently leads the consultancy firm as Director and Chief Customer Officer. With key strategies and training programs, they have helped clients across every sector, including Telstra, Officeworks, ANZ, the University of Melbourne, Save the Children, as well as a range of state and federal government organisations.

Isabella shares her insight as a published author of several books, including ‘Good to Great CX: Customer Experience Strategy to Execution’ and ‘Transform Customer Experience: How to achieve customer success and create exceptional CX’. Widely available around the world in different formats, many readers have used her practical advice to develop their professional careers. 

Isabella supports her leading expertise with an extensive list of certifications. Graduating from La Trobe University with a bachelor’s degree in Speech Pathology, she went on to achieve workplace certifications in Six Sigma (Black Belt), Kaizen, Systems Thinking Design, Agile and CompTIA Project Management. She has also been trained in executive coaching, holding a Certificate IV in Workplace Training and Assessment.

As a graduate member of the Australian Institute of Company Directors, Isabella also contributes her insight through a variety of board positions.

Widely recognised as a leading expert, Isabella is frequently engaged to speak at industry forums and events around the world. She delivers engaging and highly practical information through workshops, training programs and consulting engagements, empowering her audiences to develop successful relationships with their clients. 


Enquire about Isabella Villani to speak at your next event