Who I Am

Dr Natalie

Business TV and Radio Guest Expert

Dr. Nat is a leading expert, often quoted in the press and provides commentary as a guest expert on radio and television on how the top companies provide great experiences and retain loyal customers as well as how sometimes companies completely miss the mark on providing great experiences as well as how social media is changing business as we know it.


Applications like Twitter, Facebook, MySpace, and online customer communities have put the power into the hands of the consumer and customer, leaving companies at a loss for how to retain brand equity, how to interaction in these new channels and the affect of social media on their bottom-line business. Dr. Natalie’s recent research on the application of social media to customer service may be the tipping point for businesses to take Web 2.0 as a serious IT application that can literally transform a company, its customers, it culture and the bottom-line. And she’s developed an ROI model for customer service social media.

Quoted Expert

Dr. Natalie’s research has been highlighted in cover stories in business publications like Business Week, New York Times  and USAToday as well as in technical publications like CIO Magazine, ZDNet.com, CRM Magazine, Pepper and Rogers 1-to-1 Magazine, InfoWorld, ITWorld,  and DestinationCRM.com.


As an international speaker, Dr. Nat is also often asked to also share her thought leadership by speaking at conferences including: Enterprise 2.0, WOMMA, Forrester Consumer Forum, Forrester IT Forum, Forrester Business Technology Forum, Destination CRM Evolution Conference, ICMI, Call Center 2.0, SOCAP, Pepperdine’s Business Forum and Shared Insights Customer Self-Service Conference as well as vendor User Conferences.


Dr. Natalie is the author of four business books on customer service, CRM and contact centers as well as author of dozens upon dozens of articles, white papers and research.

Executive Consultant and Advisor

Dr. Natalie provides guidance to CxOs, IT, CRM, chief customer service officers as well as customer experience and contact center professionals. She brings extensive knowledge in helping organizations understand their customers’ changing needs and the bottom-line value of acquiring and retaining loyal customers in a very competitive marketplace. Her research, founded on being the voice of the consumer, focuses in two areas. The first is by representing consumer expectations and experiences and the second is by helping companies to create customer experiences that create magnetic brand loyalty.

Dr. Nat looks at a company’s product or services (the benefits vs. their features and functions), as well as, how a company provides customer service—i.e., whether that customer service experience increases the customer’s opinion of the company or creates bad-word-of-mouth. Customer-centric organizations have the opportunity to dominate the market place; those that aren’t may not be in business in the near future. That’s because, in the minds of customers, customer experience and service is the innovation they most desire.

Dr. Nat guides companies to create the foundation for customer experiences that lead to higher revenue and profits. That includes defining the exceptional customer experiences and then choosing technology that delivers on that promise. Additionally, Dr. Natalie helps company’s set-up customer experience initiatives for success, by including change management as an integrated part of the project management schedule and plan. With concrete change management tasks and deliverables that reduce slips in scope, timeline and costs, Dr. Natalie guides companies to increase the initiative’s ROI and provide executives with the accountability needed to reach shareholder goals.

Empathy In Action: How to Deliver Great Customer Experiences at Scale