Bio

Michela is a seasoned Customer Experience professional with a track record of leading successful global CX transformation projects in diverse industries such as Telecommunications, Retail, Utilities, and Food & Beverage. With expertise in CX strategy, design, journey management, CX governance, and CX culture development, she drives business growth by breaking silos and promoting a customer-centric approach. Michela is a true advocate for improving customer experiences and a change maker who is passionate about challenging the status quo. Currently at Nespresso, she is responsible for designing and delivering innovative customer journeys and experiences that shape the future of the brand. Ask her about: Customer Experience, CX Strategy, CX Governance, Customer-centric culture, Customer Journey Management, Design Thinking, CRM, Innovation Management, Project Management, Marketing Management.