NATALIE CALVERT

Hello,

I’m Natalie and my mission is to help you.

My clients are fast moving, forward thinking and they know that they need trusted expertise to deliver their challenging business objectives.

Together we will develop powerful solutions that will deliver for your challenges, your customers and your teams.

I work with passion, purpose, pace and people to always achieve my client’s objectives and improve results.

Please do get in touch today!

Natalie

From frontline to boardroom, face to face to the contact centre and across every channel.

Ensure your sustainable customer and employee success.

Emilio’s story…

“I started my journey to become a Customer Experience executive full of determination and knowledge of my customers, but without the know-how and executive experience required to build a robust strategy that underpinned my company's efforts towards customer-centrism.

Natalie's honest support and mentoring provided me with the tools to see the big picture, identify the key areas that my CX team can address to generate impactful change, and create a long-term strategy that puts customers at the heart of what we do.

Most importantly, Natalie helped me find that I have what it takes to lead the CX efforts in my organisation, build confidence and harness my determination and knowledge to become the loudest advocate for our customers”

Emilio Morales
Head of Customer Experience, Feeld

Clients trust Natalie. Her phenomenal, award winning expertise and proven track record extends across 100+ customer service and sales organisations reaching over 200,000 employees across Europe, Asia, the Middle East and the USA.

Natalie has real world expertise. She has led her own in-house teams and significant outsourcing operations. She is a leading independent CX+EX authority and is the trusted go-to person with UK and international clients.

Natalie’s experience includes:

► Non-Executive Director Think London - Inward Investment Agency

► Joint Chair of a London Free School

► Fellow of the Institute of Direct Marketing

► Author Handbook of Call & Contact Centre Management

► UK Ambassador for the European Contact Centre qualifications

► Chair of London First Customer Contact Task Force

► Director of Team Leader of the Future programme

► Customer Experience & Loyalty Award Chair of Judges

► Awarded Best European Customer Service Transformation, Best Training, Outstanding Performance Awards

► Keynote speaking & presentations for organisations, industry groups and media

► CCA INSPIRE Programme for Managers lead educator

► Advisory Board Member - Lloyds Bank British Business Excellence Awards

  • “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

If you too are an ambitious leader and would like to discuss more please do get in touch.