HOW WE HELP LEADERS TRANSFORM PERFORMANCE
Enable your Customer leaders to lead with confidence in the AI-enabled, hybrid working era.
> Strong culture
> Performance at scale
> Better customer and employee experience
This is The Leadership Advantage.
LEADERSHIP CAPABIILTY PROGRAMMES
Built for organisations that need leadership to thrive and perform, at scale.
This is how performance shifts.
Structure first.
Leadership frameworks create clarity - removing friction, noise and guesswork across teams. Better decisions. Better employee experience. Better customer experience.
Habits next.
Practical leadership habits embed in AI-enabled, hybrid teams - shaping day-to- day performance improvement.
Behaviour follows.
Confident leaders. Consistent standards.
High-performing, engaged teams delivering better employee and customer experience, even under pressure.
No bureaucracy. No generic programmes.
Leadership that holds as complexity rises - and delivers performance at scale.
Format: Groups of 8-30 leaders | Virtual & in-person
EXECUTIVE COACHING & MENTORING
For Directors, Senior Leaders and Heads of CX and Customer Operations
1:1 support for senior leaders carrying sustained complexity
AI implementation. Hybrid operating models. Transformation and organisational change - while building leadership capability.
What this support covers
An expert, external sounding board for complex CX decisions, supporting both strategic and tactical planning and business decisions.
What to expect
We work together to strengthen leadership judgement, clarify strategic choices and support confident decision-making over the long term.
Confidential. Challenging. Focused on what matters most.
Format: 1:1 coaching with Natalie | 3 or 6-month engagements | Limited availability
CONSULTING & ADVISORY
For Senior Leaders rolling out major transformation
Strategic support for Customer Directors, COO’s and Heads of Customer Service leading major change.
We work with you to strengthen leadership capability and culture - aligning how leaders show up day to day with the performance and customer outcomes you need.
Including AI adoption at the frontline, operating model change and building leadership teams that can deliver consistently at scale.
Bespoke, pragmatic and grounded in your context to achieve your objectives.
Approach: Bespoke support | 3-6 months | Fixed project or retained advisory
SPEAKING & THOUGHT LEADERSHIP
For conferences, events, podcasts and webinars
Natalie delivers keynotes that challenge conventional CX thinking and focus leaders on what drives performance.
Topics include AI adoption, hybrid working, building confident frontline teams and leading under pressure.
Grounded in real leadership experience and lived stories, designed to challenge thinking and inspire action.
Available for conferences, panels, podcasts and webinars - virtual or in-person.
