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Isabella Villani

Isabella is an industry expert in strategy, customer experience, employee engagement and business transformation.

Published author with 20 years’ experience at the forefront of Customer Experience and Transformation.

Strong expertise in Finance, Governance, Strategy, Marketing, Operations and Technology.

Recognised for her thought leadership
and infectious passion.

Graduate member of Australian Institute of Company Directors (GAICD), graduating with an Order of Merit.

Isabella is an innovative, commercially astute and well-credentialed Executive. She is an expert in the industry and recognised thought leader in strategy, marketing, customer experience, employee engagement and organisational transformation. Isabella is an inspiration, in demand international keynote speaker at industry forums and events. 

Isabella is a graduate of the Australian Institute of Company Directors (Order of Merit).  She is Non-Executive Director of Waterpool Trading, an organisation that provides a market driven water trading platform, where she also a Member of its Renumeration Committee.  She was appointed to the LanguageLoop Board, a state business corporation of the Victorian Government that delivers a range of expert language services across Australia.   In addition, she is a Retail Advisory Board Member at Save the Children, an international children’s charity.  Prior to these appointments, she served as a Non-Executive Director of the Customer Contact Management Association and Non-Executive Director of Auscontact, Australia’s leading forum for professionals and experts in the contact centre industry.

Isabella is Managing Director of Exceed Global (, an organisation she founded ten years ago after working in both consulting and in-house CX-focussed roles.  Exceed Global offers the full breadth of advisory, training and development and talent and recruitment services.  Her company assists from strategy to execution to enable organisation-wide transformation.  Isabella’s industry experience is wide ranging including Utilities, Financial Services, Telecommunications, Not-for-Profit and all levels of Government. 

In addition to her board appointments and company ownership, she is also a globally recognised published author.  Her books ‘Good to Great CX’ and ‘Transform Customer Experience’ were published in hardcopy, audio book and ebook (

She has a Bachelor of Speech Pathology from La Trobe University and has also gained Executive Coaching qualifications that compliment her AICD Order of Merit certification.  Throughout her career Isabella has consistently demonstrated an ability to integrate her experience across customer experience, operations, sales and marketing, technology and cultural change to optimise an organisation’s performance, customer potential and human capital.  She also excels in sourcing and managing strategic partnerships to achieve growth, streamlining operations and improving organisation-wide employee and customer experience. 

Chief Executive Officers and Chairs frequently leverage her expertise in strategy, finance, marketing, customer experience, execution of growth and efficiency initiatives, as well as her ability to lead transformation and sustainable change across an entire enterprise, resulting in success for customers, the organisation and its people.

photos for download

In the media

CX Blog

Top 10 must-read CX Books
Featuring Transform Customer Experience


CX of the future - talking empathy & technology with Isabella Villani.

Dynamic Business Women

Customer Experience Matters.

Verint APAC

In Conversation with Isabella Villani.


Webinar: Good to Great CX

Business First Magazine

How do you attract and retain customer in a world where they're writing the rules?


Complacency kills CX: lessons learnt from the Aussie retail meltdown.


Exceed Global appoints a new CEO.


Customers forcing insurers to challenge the status quo.

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