Manuela was voted Top 10 CX Influencer 2021 and won a number of prestigious CX awards, including UK CX Professional of the Year, during her 20 years’ career in CX. She founded CXellence Consulting in 2018, but is currently operating as the Senior Director of Customer Experience & Insights for ASDA, the 3rd largest UK grocery retailer, with responsibility for generating VoC and customer insight, developing customer strategy, designing propositions and experiences, and driving experience and business transformation across all journeys and channels. During her corporate career, she successfully led corporate CX functions to transform the customer experience and generate higher NPS and brand preference, while increasing revenues and lowering operating costs and customer complaints for large Retail and Financial Services organisations such as Kingfisher plc, Direct Line Group, RBS and Barclays. Through her company CXellence Consulting, she has worked with the executive teams of a number of organisations across sectors and across Europe, such as Prudential UK, M&G and Banco Wizink, to help them drive higher customer loyalty and business value.