CX Leadership Partner | Educator | Speaker | Coach | Board Advisor|Author

HELPING LEADERS BUILD STRONGER CUSTOMER CULTURES, SHIFT BEHAVIOUR AND DEVELOP HIGH-PERFORMING TEAMS THAT DELIVER SUSTAINABLE BUSINESS RESULTS.

WHERE CX MEETS EX

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30+ years CX leadership | Advisor to global brands | Boardroom to frontline transformation

Discover the power of CX+EX

  • Apply the science of customer experience and employee experience

  • Learn the art of how people emotionally connect and deliver exceptional customer experiences

  • Develop your leaders to authentically engage their teams

  • Achieve Customer Experience and Employee Experience (CX+EX) alignment, for long term sustainability

Time to transform?

▶︎ Become a customer & employee centric organisation

▶︎ Achieve a sustainable step change in performance and results

▶︎ Deliver your game changing transformation programme - supporting digital transformation

You will achieve more, faster. Guaranteed.

Customer Experience + Employee Experience = Business Results

Customer Experience + Employee Experience = Business Results

Do you want to…

Strengthen leadership capability
Equip leaders with the clarity, confidence, and skills to lead CX from the top.

Shift team performance and behaviours
Drive lasting change in how teams think, act, and deliver for customers.

Build high-performing customer cultures
Create aligned, purpose-driven environments where customer focus thrives.

Deliver sustainable commercial results
Turn culture and capability into measurable, long-term business impact.

Your opportunity to make sustainable change

From boardroom strategy to frontline execution, I help organisations unlock customer and team performance in ways that last.

  • Board-level CX strategy alignment

  • Leadership behaviour transformation

  • Team capability uplift and enablement

  • High-impact speaking & practical workshops

  • Employee engagement and cultural shift

  • Sustainable commercial results

“Whether your model is working from the office or working from home or full hybrid I help customer teams, working with Natalie brings clarity, energy and practical change — with results that stick”

Where CX Meets EX

Sustainable customer performance always starts inside the organisation. Leadership, culture and behaviour shape how teams deliver for customers and how customers experience your brand. Looking from the outside in brings a laser-sharp focus on what truly matters to do better things for customers, employees and the business. That’s where I work where CX meets EX.

Working together

  • Leadership Advisory & Consulting

    Strategic guidance for boards and executives on aligning customer and employee experience with commercial goals — from CX vision to leadership behaviour change

  • Team Capability Development

    Custom-designed learning and development programmes that boost confidence, capability, and consistency across customer-facing teams.

  • Coaching & Development

    One-to-one and group coaching for senior leaders, helping them lead with clarity, influence behaviour, and embed customer-first thinking.

  • Speaking & Workshops

    Engaging, practical, and insightful keynotes and workshops that spark behaviour change — ideal for conferences, leadership events, and offsites

  • “Natalie is a fantastic role model. She’s hugely experienced and has an amazing ability to see the root cause of an issue and encourage you to address it, even if the action required is difficult or challenging.”

    Gavin Morden Head of Customer Service & Experience, Hotel Chocolat

  • “At the very heart of delivering truly exceptional customer experiences are exceptional people.  I have worked with Natalie in a number of different organisations and her expertise and total commitment has always equipped my teams with the skill and determination to achieve stretching organisational goals, whilst transforming my customer management operations into world class centres.  Highly recommended.”

    Cheryl Black 

    Scottish Widows Trust Independent Trustee, Non Exe Director, Customer Service Director

  • “Actionable, recommendation packed consulting on employee and customer emotional engagement, on customer centricity, putting customers first for mutual value, customer operational excellence, and customer integration. And senior management mentoring.”

    Richard Stollery Global Customer Experience Director, Business Transformation

Left column (Customer Experience CX)

•Customer satisfaction improved from 68% to 95%
Delight customers.

•Improved NPS by over 20%
Win loyalty.

•26% increase in customer value
Grow relationships.

•15% increase in sales revenues
Drive growth.

•£40 million cost savings delivered
Reduce costs.

•30% reduction in complaints
Raise quality.

•27% improvement in combined customer and employee satisfaction
Win together.

Right column (Employee Experience EX)

•35% increase in employee engagement
Energise teams.

•23% increase in staff retention
Keep your talent.

•Over 50% reduction in short-term absence
Boost presence.

•Staff retention improved by over 80%
Build loyalty.

•22% increase in leadership capability
Strengthen leaders.

•Employee experience improved by over 42%
Create better days.

•15% improvement in productivity and retention
Work smarter.

Latest News and more

  • SuperAgent

    The role of the customer service advisor has changed forever.

    Read more

  • Flexible v Hybrid Working

    What are the implications for your CX organisation?

    Read more

  • CX+EX

    3 step plan to align customer and employee experience

    Read more

If you're ready to elevate CX leadership and team capability in your organisation, speak with me directly.