Welcome to HuddleCX
Turning potential into performance in the AI and hybrid working era.
The HuddleCX Leadership Advantage — transforming how teams lead, engage, perform and connect.
The Leadership Advantage
HuddleCX, gives CX leaders The Leadership Advantage. We empower frontline leaders to lead differently — building stronger human connections, creating engaged teams and deliver exceptional customer experiences that drive performance in the age of AI and hybrid work.
The HuddleCX Leadership Advantage is leadership infrastructure designed to work in the real world.
Managers are equipped with the structure, skills, rhythm and support to embed daily leadership practices — uniting teams, building resilience and lifting both employee engagement and customer experience.
We close the gap between technology and leadership — enabling today’s leaders to build the skills and capabilities an AI world demands right now: confidence, connection and cultural strength.
The result: Empowered leaders, thriving teams and customers who feel the difference.
Built from the Frontline
Born from the real challenges leaders face today.
Leaders consistently told us:
Budgets are tighter and resources stretched
Employee engagement is fragile
Customer expectations keep rising in the age of AI, hybrid work and generational diversity
Operational Team Leaders and managers described being stuck in firefighting mode — juggling targets, well-being crises and customer pressure.
Strategic leaders wanted engaged employees, consistent performance and stronger loyalty — but knew traditional management models could no longer keep pace.
The HuddleCX Leadership Advantage was built with these voices. Shaped by frontline teams, team leaders, managers and CX leaders. It’s a leadership infrastructure designed to work in the real world — under pressure, at scale, across sectors.
Lead better. Perform better.
The HuddleCX Leadership Advantage™ is a proprietary leadership infrastructure that empowers managers to lead with confidence, unite teams and deliver exceptional customer and employee experiences that last.
At its heart are daily leadership practices that build alignment, clarity and consistency – transforming firefighting into flow, while keeping communication strong, priorities clear and teams engaged.
Designed to work across every type of CX team whether in the office, contact centre, working from home or in store.
For customer service, sales, retentions, complaints and technical teams, across sectors and geography.
Our Impact
The HuddleCX Leadership Advantage delivers measurable performance gains, including:
5–10 point uplifts in CSAT and NPS within the first year
20–30% fewer escalations and complaints
10–15% uplift in employee engagement
Together, these measurable shifts reduce costs, relieve pressure, strengthen wellbeing and build future-fit leadership across teams.
The Result
Empowered leaders, thriving teams, customers who feel the difference, and performance that lasts.
Meet Natalie Calvert
Founder HuddleCX, CX–EX Strategist | Executive Coach | Author | Keynote Speaker
Natalie Calvert is a recognised CX industry leader with over 30 years shaping frontline leadership across 100+ organisations and 200,000+ employees.
She has led major programmes for organisations including O2, Royal Mail, Audi, LEGO, BT, Stagecoach, HMRC and the UK Cabinet Office — driving lasting improvements in culture, performance and customer trust.
An experienced Board Advisor and keynote speaker, Natalie has authored The Handbook of Call and Contact Centre Management, the pioneering Team Leader of the Future Benchmarking Study, and the white paper The State of Frontline CX Leadership.
“I developed the HuddleCX Leadership Advantage to empower CX leaders in an AI-driven, hybrid world — giving them the tools to lead better, inspire employees and deliver customer experiences that truly stand out.”
Natalie Calvert, Founder HuddleCX
Natalie has partnered with 100+ leading organisations across both public and private sectors, delivering measurable improvements in team engagement, customer loyalty and business performance.
Ready to Explore Your Leadership Advantage?
Leadership is changing fast — the best CX leaders are evolving with it.
Let’s start with a coffee – an honest conversation about what’s really happening inside your teams.
Together, we’ll turn potential into performance and build a practical roadmap that connects customer and employee experience for lasting impact.
The result: stronger culture, engaged teams and sustainable CX improvements.