Consultancy Business | Customer Experience Management, Customer Experience Strategy | Praxidia

What we do

Praxidia is a consultancy business that takes a common sense, practical approach to helping businesses deliver industry leading customer experiences.


Four decades of operational experience and best-practice provide a rich source of expertise that can be shared with our clients. We understand pain-points and assess opportunities available to address them. We host collaborative workshops with key stakeholders where we take a design-thinking approach to finding solutions that result in the production of a ‘transformational roadmap’ that identifies both short and longer-term opportunities for enhancing customer and employee experience.


The business whose DNA includes speed and agility. Having a history where every interaction is critical and must be maximised every single day means that we take a non-traditional approach to consulting and keep the engagement nimble. Quick wins by day, week and month have the highest priority. Put simply, we listen to our client’s problems, find creative solutions, and then work with you to implement them and deliver value.


Everything we do is driven to deliver measurable business outcomes – and as such – we need to be with you to plan, measure and deliver. Underpinning our improvement programs is a huge range of services stress tested over time – from Operational Best Practice to Security Consulting to Data Analytics to Employee Management and Digital Transformation. We will help you to justify the essential changes in your organisation.



Paolo Righetti

Chief Executive Officer

Paolo founded an analytics company in 1990 and joined Teleperformance in 1996 managing the CX Analytics and Research practices. He is passionate about AI-driven Innovation and Customer Experience. Paolo is today leading Praxidia globally, building the DNA of a smart and agile learning organization that effectively focuses on Business Transformation Optimisation to guide clients from uncertainty to knowledge and Value.


Gianluca Bilancioni

Chief Financial Officer

I am a self-motivated and passionate person, with strong communication and negotiating skills. I like to learn and always try to better myself. I have worked in a range of businesses with multi-cultural scenarios, enabling me to gain valuable knowledge from a diverse background of employment scenarios both Operational and Financial. I thrive on change and I approach every opportunity with realistic optimism.


Nicola Aufiero

Global Head and Chief Operating Officer Customer Insight, Italy

Nicola has been working in the market research industry with undiminished passion for almost 25 years. Working with highly-skilled professionals across multiple industry verticals and with ever-changing business needs, he has developed a solid ability to advise companies in making business decisions based on solid insights. Customer experience measurement, integration of analytics into marketing research, business innovation and transformation guidance are the key competences he has acquired during his career.


Gabriele Albani

Global Head, AI Analytics Chief Operating Officer, Italia

Gabriele is responsible for the Praxidia’s Predictive Analytics Solutions.  He has worked in consulting, operations, IT and client management roles for more than twenty years in the consulting and BPO industries. He combines energy, enthusiasm, determination, team work, a make-it-happen attitude and methodical approach to reach challenging objectives. He has a strong track record of helping clients realize successful customer management initiatives.


Eric Klipfel

Chief Operating Officer, France

As an Expert in marketing, customer and retail relations, I realized during my 15 years of professional experience that there was only one marketing or commercial strategy to achieve the objectives: the recommendation by the customers.


Rafael Vieira

Global Head, Social Media

Rafael has advised and transformed Fortune 500 companies on how they can better design, implement and manage their customers’ digital experience. By leveraging career experience gained from Accenture, Ogilvy & Mather and social media technology start-ups, he has developed his skills in technology consulting and advertising. He is an expert in customer journey design and advising clients in their customer centric digital transformation strategies.


Marina Netto Campos

Global Head, CX Lab

Marina has 20+ years of experience in Strategy and Research across 3 continents in a variety of roles in the communications, financial services and consumer goods sectors. She is specialized in analysis of key verticals to understand major trends and conducts primary research to understand consumers´ preferences in order to disseminate this information internally and to clients. Marina speaks English, Portuguese and has a basic knowledge of French, German, and Spanish. She graduated with a degree in Economics and International Studies from Colby College and has an MBA from the University of Chicago.


Steve Ruszczyk

Global Head, Speech & Text Analytics

Steve has 25+ years of experience, leadership and expertise in business process reengineering and optimization as a technical business consultant providing professional services to executive management in major industries verticals. He has architectural and design leadership expertise for multi-vendor integrated solutions, providing innovative designs for optimizing operational performance, improving the customer experience producing measurable business outcomes.  In recent years his work has focused on directing the use of advanced analytics technology for speech, text and data analytics to understand interactions, behaviors and digital process flows and the effect analytical data has on reshaping business strategies.


Rob Huijboom

EVP, Executive Business Partner Global Head, Customer Dialog (EFM)

Rob has over a decade of experience in Customer Experience Management Programs across all customer contact points and industries. A scarce type of connoisseur with international C-level expertise in combining customer experience related research, technology, data analysis and change management.
Having worked across the globe with various CX methodologies he has experienced almost everything that can be lived in the world of relational and transactional customer experience programs.

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