Transform Customer Experience

Your customers are your future.

Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart.

From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.

Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments.

• Shows you how to address dimensions of diversity in the customer base
• Outlines customer journey mapping
• Discusses the implications of customers’ omnichannel engagement
• Addresses the importance of positive employee experience in establishing a supportive CX culture.

Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.

About the Author

Isabella Villani is an industry expert in customer experience, employee engagement, business transformation and omnichannel strategy. After a decade working in customer experience-focused roles, in 2011 she created her own organisation, Exceed Global, where she is currently director and Chief Customer Officer.

She is a thought leader in the CX industry and is often engaged to speak at industry forums and events around the world. Renowned for leading high-performing teams, Isabella has extensive experience in business optimisation, change management, program management and training. She has provided consultancy services to companies in banking and finance, telecommunications, health, infrastructure and resources, as well as to governments and not-for-profit organisations.

Isabella has workplace certifications in Six Sigma (Black Belt), Kaizen, Systems Thinking Design, Agile and CompTIA Project Management. She has a bachelor’s degree in Speech Pathology from La Trobe University. Isabella has also gained Executive Coaching qualifications and has a Certificate IV in Workplace Training and Assessment. She is a graduate member of the Australian Institute of Company Directors (GAICD) and holds several board positions.