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

Published author with 20 years’ experience at the forefront of the Customer Experience field (www.isabellavillani.com)

Experience in finance, governance, strategy, marketing, customer experience, operations and technology.

Recognised for her thought leadership and infectious passion.

Graduate member of Australian Institute of Company Directors (GAICD) 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) and is currently a Board Member for LanguageLoop, a state business corporation of the Victorian Government that delivers a range of language services across Australia, Non-Executive Director for Waterpool Trading, an organisation that provides a market driven water trading platform and Retail Advisory Board Member at Save the Children, an international Children’s charity.  Prior to these appointments, she served as the Victorian director of the Customer Contact Management Association and non-executive director at Auscontact, Australia’s leading forum for professionals and experts in the contact centre industry.

Isabella is Managing Director of Exceed Global (www.exceedglobal.com), an organisation she founded ten years ago after working in both consulting and in-house CX-focussed roles.  Agile, multi-disciplinary and client-focused, Exceed Global provides innovative best-practice advisory, research and talent solutions to help businesses solve problems, increase profitability, gain market advantage and achieve operational excellence.  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 book ‘Good to Great CX’ was published in September 2016 by Major Street Publishing and ‘Transform Customer Experience’ was published in hardcopy, audio book and ebook in 2019 by Wiley.

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 processes, technology assets, 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.

Leadership

 

Visionary, Adaptive, Authentic and Decisive.

  • Creates exceptional and high performing teams that deliver

  • Unleashes human potential

  • Drives accountability and business impact

  • Collaborative and influences outcomes.

Credentials

 

Trusted Advisor, Growth and Outcome Focussed

  • Board recognition for financial acumen, governance, streamlining operations, marketing, customer experience, employee engagement, transformation and risk management.

  • Delivers outcomes to strategic intent and purpose, while measuring the lead indicator of growth and profitability.

  • Identifies and executes on new customer engagement and growth opportunities.

  • Deep knowledge of compliance and governance processes in highly regulated environments.

  • Realises an organisation’s vision to optimise the full potential of their capabilities, products and services, business systems, customers and most importantly their employees.

WHAT PEOPLE SAY

"Isabella recently produced outstanding results for Acquia during a live webinar, 'Extending Your Brand and CX into the Digital Marketplace'. She thoroughly researched our company and audience to ensure her topic and presentation would resonate. We had some of our highest engagement rates ever, with our attendance targets almost doubled. Isabella was a delight to work with from start to finish and we’ve engaged her for some future activities."

—  Nicole Stirling, Director of Marketing, ACQUIA

In the media

Business First Magazine

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

CMO

Australia

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

CX

Central

Exceed Global appoints a new CEO.

RFI

Group

Customers forcing insurers to challenge the status quo.

CEO

Magazine

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

Dynamic Business Women

Customer Experience Matters.

Verint APAC Blog

In Conversation with Isabella Villani.

CYARA

Webinar: Good to Great CX