CCW Executive Exchange August
Described as a fixer, Natalie has run top-tier, large scale customer support operations and has created organizations dedicated to conquering the customer experience and driving customer service, sales and operational excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while re-energizing and invigorating businesses and leaders. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the service transformation journey. Natalie is obsessed about Customer Satisfaction and Relentless about Resolution.
Natalie is currently the Global Head of Customer Support Operations at IHG Hotels & Resorts. Prior to her role with IHG, Natalie was the Senior Vice President of Global Contact Center Operations at Leaf Home. Prior to that, Natalie was the Vice President of Operational Strategy for Rocket Mortgage, responsible for client/customer experience and transformation and strategy execution. Prior to her role at Rocket, Natalie was the Executive Vice President and Chief Operating Officer at Fidelity National Home Warranty, a Fidelity National Finance Inc. Company. Natalie has held other senior operational roles in the Home Services and Telecommunications spaces.
Natalie earned an MBA from the University of Bath, School of Management, a Master Coaching Qualification from the Behavioral Coaching Institute, an MS from Michigan State University and a BA from Northwestern University, where she was a Division 1 Field Hockey All American and also spent five years as an active member of the United States Olympic Field Hockey Squad.
Day 1 | Wednesday, August 14
10:10 AM Advisory Board Address: Main Pressures on the Industry
Imagine a future where AI seamlessly enhances both agent assistance and client interactions within contact centers. However, amidst this technological revolution, critical questions arise: How do we navigate the complex regulatory landscape? How do we ensure that AI aligns with and exceeds customer expectations?
- Explore the evolving landscape of contact center operations, particularly the deployment of AI in both agent and client interactions
- Gain insights into the regulatory challenges and considerations surrounding AI deployment, including disclosure requirements and client opt-out options
- Understand the strategic implications of technology choices and their impact on contact center operations and efficiency
Join us as we dive deep into these pressing issues, uncovering actionable strategies to survive and thrive in the rapidly evolving contact center landscape.
Day 3 | Friday, August 16
8:00 AM CCWomen Networking Breakfast | Take Charge of Your Career: Create Your Map to Success Without Fear and Compromise
In this session, we champion the notion that career success is not merely about climbing the ladder but about aligning your professional path with your personal values and goals. Too often, women feel compelled to accept their first job offer due to a fear of losing it or remaining in roles that don't resonate with their true aspirations. However, this session Natalie and Shannon encourage a paradigm shift, urging women not to fear moving companies or turning down opportunities that don't align with their authentic selves. Through candid discussions, real-life examples, and expert insights, Natalie and Shannon will explore the importance of self-awareness, discernment, and courage in making career decisions that foster fulfillment and growth.
Join us as we empower individuals to prioritize their happiness and purpose in their professional journey, advocating for a mindset that values alignment over compromise.
Check out the incredible speaker line-up to see who will be joining Natalie.
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