Isabella Villani 

Isabella was keynote presenter at Clariden’s ANZ Customer Advocacy & Complaints Resolutions 2021 Virtual Forum held on the 19-21 May 2021.  Her topic “Transforming Customer Experience Through Driving Customer Advocacy and Complaint Resolution” was well received by attendees in the Asia Pacific region.

Isabella facilitated a panel session at the LGPro Customer Experience Conference held in August 2021.  The panel brought together some of the day’s speakers to provide different their perspectives about CX. The focus of the panel session tied in with the conference theme Outside In’ – How to build and scale customer centricity” which focused on what constitutes best practice in driving change through key themes such as Research, Prioritisation, Design, Enablement, Measurement, and Culture.

Isabella 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.  Topics that were also covered included: strategic and tactical ways to grow your customer base through the customer experience guiding principles.

Isabella delivered 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.

#Love your customer – everything customer service.

This presentation focused 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 offered inspiring stories, real-life customer case studies and will take you on a journey into the future.

Isabella 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.  Isabella was also interviewed at the conference, and a snippet of her interview is available on Exceed Global’s youtube page.

Isabella was chairwoman and hosted speakers from various organisations including Westpac, Telstra, Office of Environment and Heritage, Intuit QuickBooks and Ansell.

Isabella was the keynote presenter at this conference attended by all TAFE NSW staff (approx. 500 people).  The topic of the presentation was ‘Transforming the Customer Experience from Good to Great’.

Isabella conducted two presentations during the conference.  One topic was ‘Customer Experience Strategy’ and the other was ‘Customer Journey Mapping’.

• Interactive Intelligence’s Engage 2014 conference: Isabella presented on the topic ‘Remote Working Strategies’.

• Interactive Intelligence’s Engage 2015 conference: Isabella ran a workshop on the topic ‘Net Promoter Score:  Beyond Scoring to Innovation and Best Practice.

• Interactive Intelligence’s Interactions 2016 conference: Isabella presented on the topic ‘Technology Optimisation – Revolutionise your CX and Business’.

Isabella was invited to conduct the keynote address at LGPro’s Customer Experience Conference in August 2021.  The conference theme Outside In’ – How to build and scale customer centricity” was incorporated into her presentation.  Her topic “How to build Customer Centricity by Focusing on Employee Experience and Engagement” was a case study describing her recent engagement at Department of Defence.  She described the cultural transformation journey embarked on to deliver a seamless and consistent customer experience across multiple channels for all customer interactions, from ADF members to members of the public. 

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

The Future of CX was presented at where Isabella 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.  Isabella ended the presentation looking at the future of CX and the link to new technologies and how they are impacting CX.

In this Engagement, 2019 keynote ‘The Future of Customer Experience’, Isabella 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 her 20 years of CX experience, as well as key themes from her book, Transform Customer Experience, she 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.

Held in Australia for their Asia Pacific clients, Isabella facilitated three round table executive discussions on CX Strategy and how to align it to ROI. Isabella also moderated a panel focussing on 'Delivering Great CX Today and Into The Future' and 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. 

This conference targeted Australian local councils.  Isabella was engaged as panel member and the keynote speaker, addressing the topic ‘Honing a customer experience strategy in your organisation’. 

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

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.

Isabella 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.