The Authority on CX-EX Leadership
CX–EX Strategist | Board Advisor | Executive Coach | Author | Keynote Speaker
Natalie Calvert is the go-to expert for leaders who need to transform performance under pressure - in AI-driven, hybrid, complex environments where old leadership models no longer work.
For over 30 years, she's worked with 100+ organisations and 200,000+ employees, building the leadership capability that turns potential into performance. Her clients include O2, Royal Mail, Audi, LEGO, BT, Stagecoach, HMRC and the UK Cabinet Office - driving lasting improvements in culture, performance and customer trust.
Natalie doesn't do theory. She builds what works - practical, proven leadership systems that deliver results in the real world.
Why Natalie Founded HuddleCX?
HuddleCX was founded to solve the leadership challenges of an AI enabled, hybrid working world.
The insight was simple:
Leadership capability determines performance. But most organisations invest in generic leadership development programmes that don't address what customer-driven teams actually need. They don't show team leaders the specific, day-to-day working practices required to drive performance, improve customer experience and boost employee engagement in fast-moving, hybrid, AI-enabled environments.
The gap is real:
Customer service, sales, retention, complaints and vulnerability teams - whether in contact centres, in the field or in the branch - are now operating in conditions their leadership training never prepared them for.
Close that gap.
HuddleCX gives leaders the specific, practical capabilities they need for customer-driven environments - not generic theory, but the day-to-day working practices that make leadership effective under real-world pressure.
Track Record
Natalie has led major transformation programmes across public and private sectors, consistently delivering:
5-10 point uplifts in CSAT and NPS within the first year
20-30% fewer escalations and complaints
10-15% uplift in employee engagement
Lasting cultural change that survives leadership transitions and market shifts
Building leadership capability at scale - equipping thousands of team leaders and senior executives to lead confidently in complex, high-pressure environments.
WHAT LEADERS SAY
"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."
Customer Service Director | Telecoms Sector
"I have engaged Natalie in several organisations now and am never disappointed! Natalie is a true professional in the service she delivers and a catalyst for transformational change. As someone who looks at an organisation from the outside, she can challenge, motivate and encourage, whilst provoking thought and discussion to see things differently, through the eyes of your customers. Natalie is an ambassador for high performance, she knows how to coach and challenge, stretching people to get the best from them, from frontline to the Boardroom. The biggest reason I enjoy working with Natalie is her passion and enthusiasm for making a difference to the organisations she works with. Positively impacting business results, staff engagement and, of course, customer satisfaction."
European Customer Experience Director | Business Services
"Through our coaching programme we have seen a massive change in our staff and the approach they take with our customers. Our customer satisfaction levels have increased from 90% to over 96% in less than a year.”
Senior Customer Service Leader | Utilities Sector
“A global programme across 6,500 employees spanning the UK, Europe and Asia - delivering measurable improvements in customer satisfaction and experience."
Senior Manager | Financial Services Sector
"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 coaching and mentoring."
Global CRM Director | Sports Brand
AUTHORITY & RECOGNITION
Natalie is a recognised industry leader, known for challenging the status quo and advancing the practice of CX leadership.
Publications:
The Handbook of Call and Contact Centre Management
Team Leader of the Future Benchmarking Study
The State of Frontline CX Leadership
Recognition:
Head Judge for the Customer Loyalty Award, Lloyds Bank British Business Excellence Awards
Voted Top 50 CX Influencer
Board Advisor to growing and established organisations
Keynote speaker at CX industry events across the UK and Europe
