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past engagements


2020 LGPro Conference

The theme was Future Ready...make the connection and featured a new look program and fresh perspectives.  In this session, we panelists provided an outsider’s perspective on what we think it will take for the sector to be future ready – “What’s next for Councils?”

Government Customer Service Summit

2019 The Future of CX

The Future of CX was presented at where I did a deep dive into CX today, the importance of creating happy customers, customer expectations customer contact channels.  EX in the workplace in relation to Customer Experience Ecosystem.  I ended the presentation looking at the future of CX and the link to new technologies and how they are impacting CX.


2019 Asia Pacific Conference

In my Engage 2019 keynote ‘The Future of Customer Experience’, I uncovered the drivers of customer expectations and the future direction of the CX industry.  Customer expectations are ever-changing, constantly shaped and stretched by the latest developments in mobile devices, social media and the internet.   Drawing on my 20 years of CX experience, as well as key themes from my book, Transform Customer Experience, I shared real-life case studies, key market trends and technologies, as well as practical advice on how to apply data, analytics and operational changes to make a real difference.


2018 G-Summit

Held in Australia for their Asia Pacific clients, I facilitated three round table executive discussions on CX Strategy and how to align it to ROI. I also moderated a panel focussing on 'Delivering Great CX Today and Into The Future' and we discussed how the introduction of new technologies including AI and VR will impact organisations and the best practice approaches to leverage them to optimise business operations, as well as integrate them with existing channels and touch points. 


2017 Digital Conference

I was chairwoman and hosted speakers from various organisations including Westpac, Telstra, Office of Environment and Heritage, Intuit QuickBooks and Ansell. Click here for more information.


2015 Annual Conference

I co-hosted the two-day conference held in Sydney. Speakers included Wally Aly from Channel 10’s The Project and Anna Bligh, the former premier of Queensland.

Collins Bookseller

2019 Annual Conference

I delivered a view of understanding customers and customer segments, engaging your customers across multiple channels. The future direction for CX and customer growth using the omnichannel approach to customer experience instore experience.  I also covered strategic and tactical ways to grow your customer base through the customer experience guiding principles.


2019 CX Conference

I deliver a four hour workshop on the future of CX across multiple contact channels, technologies to augmented CX and how it can be linked with YMCA's Marketing Strategy, who are its customers, what customers want and what you can offer YMCA customers, walking in your customers shoes and understanding customers’ likes and gripes about YMCA.

IT Service Management Forum

2018 CX Conference

#Love your customer – everything customer service.


This presentation 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.


2017 Annual Conference

I chaired a CX panel at the Verint Annual Conference, which was attended by 900 delegates in October 2017.  Panel members included representatives from Optus and Westpac and a US thought leader.  I was also interviewed at the conference, and a snippet of my interview is available on Exceed Global’s youtube page.


International CX Conference

I was chairwoman and hosted speakers from various organisations including Zappos, Air New Zealand, Department of Human Services, Telstra, iinet and nab.


CX Forums

Every quarter, Exceed Global holds panel discussions with CX professionals.  In 2017, guest panelists included C-Level clients from ANZ, Medibank, KPMG, Energy Australia, iselect, ME Bank and nab.  Each of the four events were attended by 150 – 200 people.  A video of highlights from one of the forums can be found on Exceed’s youtube page.



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.


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're writing the rules.  The event includes providing an understand of what makes for good CX and what your customers expect, CX trends for 2018 and drivers for CX innovation.


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?


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.


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. Isabella offers insights on what is a CX strategy, its purpose, elements that comprise a best practice strategy.

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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. 


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 organisation’s operating rhythm.


Smart CX design to improve business outcomes

Technology is a vital component in providing great customer experiences - but it’s only part of the puzzle.  Join Isabella Villani 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’re trying to achieve.


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’s crucial for today’s technology to support human interaction, be unobtrusive and work seamlessly. Furthermore, there’s a mismatch between customer expectations and how employees deliver. How are you empowering your employees to execute your company’s customer experience vision?


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.

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Extending your Brand and CX into the Digital Marketplace

In today’s competitive global market, a good customer experience isn't enough. Companies are striving to attract and retain customers who expect and demand a personalised experience that has a "wow factor." Isabella Villani, an industry strategist and author of “Good to Great CX,” will discuss best practices to deliver engaging CX.


Sometimes the best CX is nothing at all

Every year we’re spending more money to interrupt more people more often, with messages they don’t care about and don’t pay attention to. We’ve 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?


What is you (C)X Factor?

In the Age of the Customer, companies are awakening to the need to be customer-centric. This is fueling 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.


Omnichannel customer experience: From strategy to delivery

In an environment that is offering so much choice for customers, the customer is in the driver’s seat and has expectations on how you deliver a seamless, easy and consistent customer experience across multiple channels and touchpoints.