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Plugged and Unplanned- Episode 28: Isabella Villani

"CEO Tony Nash sits down to chat with Isabella Villani author of 'Transform Customer Experience'. The ultimate guide to putting your customer first  in which Isabella shows how you can implement a customer strategy from planning to execution. 

In this episode, Tony and Isabella chat about the importance of customer experience, how Isabella grew her expertise in the area, her writing process and more".

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Plugged and Unplanned- Episode 29: Isabella Villani

"Welcome back to Plugged & Unplanned! Today’s episode sees Booktopia’s CEO Tony Nash sitting down to chat with Isabella Villani, author of Transform Customer Experience. It is the ultimate guide to putting your customer first in which Isabella shows how you can implement a customer strategy from planning to execution.

In this episode, Tony and Isabella chat about her approach to work, what’s on the horizon and much more".

Plugged and Unplanned- Episode 30: Isabella Villani

"Welcome back to Plugged & Unplanned! This is the third and final episode with Isabella Villani, author of Transform Customer Experience. Her book is the ultimate guide to putting your customer first in which Isabella shows how you can implement a customer strategy from planning to execution.

In this episode, Tony and Isabella chat about customer expectations, the various customer experience roles, the importance of communication and more."

PP71: Isabella Villani, Exceed Global, Company Director and Chief Customer Officer

"Simon chats with Isabella Villani, Company Director and Chief Customer Officer at Exceed Global.

Exceed Global is Australia's leading CX Experience Firm. Exceed Global work with organisations helping to improve their customers experience right from the customer experience strategy all the way through to the execution".


past engagements



I delivered a webinar ‘Extending Your Brand and CX into the Digital Marketplace’, hosted by Acquia in September 2018.  Attendees learnt how to use advances in technology to extend their traditional brand and customer experience to digital, transform their organisation and differentiate themselves in the market, as well as create innovative, creative and seamless customer experiences on every channel. The recording is still available for viewing in multiple locations, including Exceed Global’s youtube page.



‘Enhancing your Customer Experience - Technology and Contact Centres’:  This event was attended by 200 people live and has been used for marketing purpose by Telstra.  The recording is still available for viewing in multiple locations, including Exceed Global’s youtube page.



In March 2018, more than 100 CX enthusiasts from around the world tuned in to gain valuable insights into taking their customer experience from good to great.  The recording is available for viewing here.


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.