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3 Pillars to a Truly Customer-Centric Organisation

Michela is an international Customer Experience Manager who strongly believes in CX to break the silos in the organization and drive business growth. In her career she has led global CX transformation projects in international companies across different industries: Telecommunications, Retail, Utilities, Food&Beverage. Her areas of competencies go from CX strategy, CX Design, Customer Journey & management, CX Governance and customer-centric Culture development. Her passion for CX, her customer-centric methodologies and the ambition of improving the CX by challenging the status quo, make her a true customer advocate and change maker. Currently she is responsible for the design and delivery of new value propositions, customer journeys and experiences that will shape the future of Nespresso globally.

Michela Cocco

Michela Cocco

Nespresso Global Customer Experience & Innovation Manager

Michela is an international Customer Experience Manager who strongly believes in CX to break the silos in the organization and drive business growth. In her career she has led global CX transformation projects in international companies across different industries: Telecommunications, Retail, Utilities, Food&Beverage. Her areas of competencies go from CX strategy, CX Design, Customer Journey & management, CX Governance and customer-centric Culture development. Her passion for CX, her customer-centric methodologies and the ambition of improving the CX by challenging the status quo, make her a true customer advocate and change maker. Currently she is responsible for the design and delivery of new value propositions, customer journeys and experiences that will shape the future of Nespresso globally.

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