Turning potential into performance - where human leadership meets the AI and hybrid working era.
Our Purpose
Empower your leaders to thrive in the age of AI and hybrid work — to engage their teams, elevate performance and create exceptional experiences your customers remember. Every day.
Your Leadership Advantage
Equip your frontline leaders to lead differently — creating engaged teams and exceptional customer experiences that drive performance.
The HuddleCX Leadership Advantage is a complete, practical leadership infrastructure built to work in the real world.
Building Confident, Connected Leaders
Team Leaders and Managers gain the high-performance structure, rhythm and support to embed daily leadership practices — building resilience, connection and performance that lasts.
Close the Gap
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
Built from the real frontline challenges leaders face today - not theory.
Tight budgets and stretched resources
Fragile employee engagement
Rising customer expectations in the AI and hybrid era
Operational managers described being stuck in firefighting mode, while strategic leaders wanted consistency and loyalty — but knew old management models couldn’t 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 complete leadership system that equips managers to lead confidently, unite teams and deliver lasting results.
At its heart are daily practices that build alignment, clarity and consistency — transforming firefighting into flow.Designed to work across every type of CX team whether in the office, contact centre, working from home or in store.
Works across every CX environment — office, contact centre, remote or in-store — spanning sales, service, complaints and technical teams across sectors.
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 results reduce costs, strengthen wellbeing and build future-fit leadership.
The Result
Empowered leaders. Thriving teams. Customers who feel the difference.
Meet Natalie Calvert
Founder HuddleCX, CX–EX Strategist | Board Advisor | 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
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.