Manuela Pifani Email Address

Founder and Managing Director

I work with senior leaders of large and medium organisations, who want to maximise the impact and ROI from CX initiatives. I help them co-design intentional and memorable customer experiences to become their customers’ brand-of-choice and, ultimately, increase profitability. Customer-centric companies are more profitable and grow faster, but in reality, only a few have loyal customers. Many invest in transformational initiatives to increase sales or productivity or reduce costs, but with limited CX results. This is because many leaders sometimes struggle to draw clear insights from too much data or identify the most profitable CX strategies. Other times they get bogged down with bureaucracy and low impact projects which don’t deliver good-enough results, or may have reached a plateau, unable to shift performance. Lack of focus on improving these essential CX management capabilities will lead to more frustrations. They will get stuck in a vicious circle of tactical initiatives and small budgets, which will not be impactful enough. They won’t be able to remove process inefficiencies and channel silos or re-focus proposition and journey design around customer needs and outcomes. Ultimately, this will result in progressively decreasing customer satisfaction and loyalty and, consequently, profitability. But it doesn’t have to be like this. Differently from many in the sector, I walked in your shoes for 20+ years (Direct Line Group, Barclays, RBS, Kingfisher), delivering higher NPS, brand preference and revenues and lower operating costs and complaints. I understand the challenges you face, the ups-and-downs of the journey towards CX excellence, the ROI opportunities and success drivers. Using my extensive hands-on business-side experience and multi-award-winning proprietary CXM frameworks, I will help you fully unlock the power of ‘CX by design’ and maximise the ROI of your initiatives. If this is your goal, contact me now. Manuela Pifani manuela.pifani@cxellence.com Tel. +44 7917773731 www.cxellence.com