Your CX+EX Leadership Partner.
Educator. Speaker. Coach. Author. Board Advisor.
Empowering CX Leaders to strengthen customer culture, transform behaviour, and build high-performing teams that achieve sustainable results.
Where CX meets EX.
About CX+EX Mastery
Discover the power of CX+EX
Advisor to global brands | Boardroom to frontline transformation
We are ready to help you transform from the inside out.
Customer and Employee Experience are no longer optional,they are your competitive edge.
Why Partner With Us?
🟣 Customer & employee-first mindset
🟣Long-term CX+EX alignment
🟣 Seamless digital transformation
🟣 Science-backed experience strategy
🟣 Stronger emotional connection
🟣 Authentic team leadership
You Will Gain:
🟣 Clear CX+EX roadmap
🟣 Stronger leadership
🟣 Culture-shaping tools
🟣 Emotional intelligence skills
🟣 Engaged, aligned teams
🟣 Faster, lasting results
““The true transformation begins when your people feel it, and your customers live it.””
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.
£40 million cost savings delivered Reduce costs.
30% reduction in complaints Raise quality.
27% improvement in combined customer and employee satisfaction Win together.
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.
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
“From boardroom to frontline, working with Natalie brings clarity,energy and practical change with results that sticks”
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.
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
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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
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Team Capability Development
Custom-designed learning and development programmes that boost confidence, capability, and consistency across customer-facing teams.
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Coaching & Development
One-to-one and group coaching for senior leaders, helping them lead with clarity, influence behaviour, and embed customer-first thinking.
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Speaking & Workshops
Engaging, practical, and insightful keynotes and workshops that spark behaviour change — ideal for conferences, leadership events, and offsites
Latest News and more
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SuperAgent
The role of the customer service advisor has changed forever.
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Flexible v Hybrid Working
What are the implications for your CX organisation?
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CX+EX
3 step plan to align customer and employee experience
If you're ready to elevate CX leadership and team capability in your organisation, please get in touch.