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.

Experience in strategy, CX transformation, operations and technology.

Recognised for her thought leadership and infectious passion.

Graduate of Australian Institute of Company Directors and experiences board member.

Isabella Villani is an industry expert in customer experience, employee engagement, business transformation and omnichannel strategy. Her book Good to Great CX: Customer Experience Strategy to Execution was published globally in September 2016 by Major Street Publishing. Her second book Transform Customer Experience:  How to achieve customer success and create exceptional CX is available globally in hardcopy and ebook in multiple languages by Wiley.


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


Isabella is a thought leader in the CX industry and is often engaged to speak at industry forums and events around the world, as well as deliver workshops, training and consulting engagements. 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.


Isabella is widely recognised as a leading expert in customer experience and transformation. She focuses on delivering world-class keynote speaking engagements, custom workshops, executive training and consulting services that enable her customers to develop and maintain successful relationships with their people and customers. 


"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?



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



Exceed Global appoints a new CEO.



Customers forcing insurers to challenge the status quo.



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

Dynamic Business Women

Customer Experience Matters.

Verint APAC Blog

In Conversation with Isabella Villani.


Webinar: Good to Great CX

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© Isabella Villani