Natalie Calvert, founder, CX High Performance
Natalie co-founded CX HIGH PERFORMANCE in 2017. She has an extensive, very successful career in developing over 100 in-house customer service and sales organisations across the globe and led an award-winning consulting, learning and benchmarking organisation.
When it comes to taking customer and employee experience to the next level and beyond, Natalie is the trusted go to person.
Natalie is a sought after, leading CX authority, keynote speaker, consultant and coach with UK and international clients.
With phenomenal expertise, an inspiring and a very real approach, Natalie helped some of the world's biggest brands including O2, The AA, Royal Mail, Audi, Lego, The Cabinet Office, BT, Gala Coral, Staples, Camelot and Marks & Spencer. Her best selling book "The Handbook of Call and Contact Centre Management" is available at Amazon.com in English and Chinese.
Together, Natalie and her award-winning team always achieve significant results for their clients - improved value, return on investment and bottom line results - while delivering world class customer and employee experiences.
Over her career her pioneering customer service & sales work has included:
Motivational speaking and keynote presentations include:
UK National Business Awards - Chair of Customer Focus Judges
Global Outsourcing summit
National Contact Management Strategy for Policing standards
Water companies and customer experience, OFWAT new guidance
Cabinet Office and Local Government Performance Management forum
Istanbul European Contact Centre Expo
Customer Contact Association convention
Institute of Customer Service conferences
Customer Management Conference
Microsoft & ASPECT customer conference
UK Gift Card & Voucher Association
Client events : Cabinet Office, Vodafone, Parcelforce, DWP, Royal Mail, ACE Insurance, LEGO, O2, Staples, BT
Editor of Handbook of Call & Contact Centre Management – English & Chinese
UK ambassador for the European contact centre qualifications
Chair of London First Call Centre task force
Founder and fellow of the Institute of Direct Marketing
DMA Telecommerce board
Verifier for the masters in contact centre management
Member of the customer contact association standards council
Board advisor customer strategy magazine
Journal of customer contact editorial board
Director of Team Leader of the Future programme
Natalie tweets about all sorts of things #cx @nataliecalvert and she can be contacted via LinkedIn, at firstname.lastname@example.org or 07785 228844. If you want to succeed more online, in your contact centre or retail store then please do get in touch.
Fabienne Tyler, director - Customer, Brand, and Employee Experience
Fabienne brings a wealth of experience in transformational change, together with practical experience of creating business success from the inside. Fabienne and Natalie have collaborated many times during the course of their extensive careers and are now partnering at CX High Performance.
Fabienne combines a strong reputation for effective marketing with extensive work in behavioural change, gained through 20+ years of delivering intensive game-changing programmes for a variety of clients. Her understanding of corporate culture, and the way it gets created and shaped, enables Fabienne to develop and deliver insightful programmes and interventions that generate meaningful bottom-line improvements. Working on the direct relationship between customer and employee lifetime value, Fabienne helps organisations and their people to bring brand values and CX objectives to life, from the boardroom to the front line.
Fabienne has worked with major corporations including top supermarkets and key players in financial and retail, and has experience across multiple business sectors gained through her extensive career. As a consultant, as a strategist, and as a facilitator of change, Fabienne is recognised for her ability to transform people and organisations with deep wisdom and heartfelt passion.