HOW WE HELP LEADERS TRANSFORM PERFORMANCE
From frontline to boardroom, CX leaders are under pressure — AI, hybrid work, rising complexity and economic uncertainty.
The result: confident leadership, strong culture and performance at scale — improving customer and employee experience, together.
This is The Leadership Advantage.
LEADERSHIP PROGRAMMES
For organisations transforming at scale by strengthening day-to-day leadership
Build consistent leadership capability across frontline teams.
Our programmes strengthen day-to-day leadership, ensuring performance and experience improve together — at scale.
Leaders develop the judgement, confidence and consistency needed to lead to the same standards, make better decisions under pressure and deliver reliable outcomes across teams and sites.
Designed for organisations that need alignment without bureaucracy — and leadership that holds when complexity rises.
Format: Groups of 8-30 leaders | virtual & in-person
CONSULTING & ADVISORY
For senior leaders rolling out major transformation
Strategic support for CX Directors, COOs 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
One day. Focused on what team leaders actually need to lead well.
The Huddle Masterclass builds in the leadership practices that lift performance and experience together — for customers and employees alike.
Leaders leave clear, confident and ready to put what works into practice the very next working day.
THE HUDDLE MASTERCLASS
One day. Focused on what team leaders actually need to lead well.
The Huddle Masterclass builds in the leadership practices that lift performance and experience together — for customers and employees alike.
Leaders leave clear, confident and ready to put what works into practice the very next working day.
THE HUDDLE MASTERCLASS
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 programmes, organisational change, and building new leadership capability. Alongside being a neutral, external sounding board for complex CX decisions.
We work together to strengthen leadership judgement, clarify strategic choices and support confident decision-making over the long term.
Confidential, challenging and focused on what matters most.
Format: 1:1 coaching with Natalie | 3 or 6-month engagements | Limited availability
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.
