CX - AI Software Vendors, Private Equity/VC tech investors: 
• Business development - Drive demand gen with thought leadership: speaking, webinars, white papers, research, and facilitating customer conversations / birds-of-a-feather focus groups to determine sales objections and deal breakers / close deals 
• Strategy - develop/review market positioning/differentiation, business cases, ROI, TCO 
• Marketing - Strategy, competitive differentiation, unique selling proposition, brand narrative & language 
• Sales – differentiated, value-based sales to drive ROI 
• Analyst relations – how to get enterprise-level analyst coverage - MQ & WAVEs optimization 
••••••••••••••• 
Chief Customer Officer, CX Leaders, or CHRO's:
• Understand how to apply AI to your organization
• Evaluate customer/employee centricity to reduce AHT, inc FCR / CSAT using the Empathy + AI Economic Model 
• Evaluate software vendors & choose technology using a 3rd party, objective vendor comparison platform
• Review CX/EX strategy, planning & execution • Optimize CX/EX metrics and measurement

• Delivered branding, customer experience, digital media, content marketing, product marketing services 
• Connect start-ups with VCs and other investors
• Provide strategic planning and tactical implementation plans and guidance 
• Develop strategic research content and authored industry reports 
• Guide competitive analysis and positioning strategies for PR, Marketing, and Sales 
• Review product development road map, features, functions, and benefits 
• Calculate the Return on Investment (ROI) for the brand's clients and create case studies

- We evaluated the current state of customer and agents experience, determined the gaps, and implemented a future state program
- The goals were to: 
• Incorporate AI into the employee experience to automate and reduce repetitive tasks 
• Improve the self-service chatbot experience 
• Create consistent customer and employee experiences between BPO providers and internally owned contact centers 
• Reduce AHT while increasing FCR and customer and agent satisfaction 
• Develop consistent policies, workflow, and knowledge-base content 
• Reduce escalations and customer effort and frustration / reduce customer’s “agent shopping” 
• Create training to help agents deliver more customer-centric experiences 
• Define a brand voice and response representative of the brand’s value Results: Created a people-centric initiative with 15,000 agents in 11 countries in 37 sites sourced from 8 different outsourcers who worked alongside the 250-member leadership team
- We reduced the AHT by 30% and escalations by 50%, increased customer and employee satisfaction, and drove 11% incremental new revenue

BUSINESSS DEVELOPMENT 
- As part of a strategic account team, partnered with AEs & SEs to deliver value-based, consultative sale presentations to discern the potential & current customer challenges 
- Guided application of AI-based customer journey software to orchestrate/ enrich CX: sentiment, intent, agent-assist, next-best actions, content, ACW summary transcriptions, routing, predictive analytics; WEM: training, performance management, gamification, forecasting, scheduling 
SALES ENABLEMENT 
- Transformed go-to-market AI positioning from a contact center to AI- experience orchestration vendor 
- Improved sales effectiveness; “order-taking” sales culture into a value-based sellers organization via work pods; stand & deliver best practices 
BRAND AND MARKETING POSITIONING 
- AI CX and EX Maturity Assessments and Index: A patent-pending Index & sales tool, correlating AI-driven employee and customer experiences to improved business KPIs
- Benchmarked customer’s current state, gaps, and systemically delivered people, process, strategy, and technology recommendations 
- Redefined the brand’s “why” by translating complicated technological product and service capabilities (AI, data, and cloud) to create the visual brand language and narrative/messaging resulting in competitive market differentiation, unique selling propositions & new industry sectors: the experience orchestration, experiences-as-a-service, and empathy-as-a-service markets
- Thought Leadership: Market positioning and brand visibility via playbook for the experience orchestration market, in various forms: 
• Publishing a Wall Street Journal Best-selling book: Empathy in Action 
• Writing, directing, and producing 80 minutes of snackable, Netflix-style training to recalibrate sales organization to the new brand positioning from on- p rem contact center to SaaS AI solution 
• Thought leadership content and amplification of white papers, ebooks, webinars, podcasts, client presentations, event speeches, and book signings

Dr.Natalie's research focused on: 
• Contact Centers, Customer Service, Customer Experience 
• Employee Experience and Sales Performance 
• Use of big data and analytics Named in the Top 20 Most Powerful Analysts in the world, she advised senior leadership teams to create strategic customer service, customer experience, online communities, marketing, IoT strategies along with the insights from big data to inform their businesses and create solutions that drive increased customer lifetime value and return on investment (ROI)

- Clients called on Dr. Natalie to:
 1. Improve their Customer Service, Field Service and IoT, Customer Experience, Marketing and CRM 
2. Get started & fast-track Initiatives 
3. Measure & optimize those Initiatives 
4. Vet & choose from top software to scale and optimize business results 
5. Optimize change and organizational alignment to maximize business results 
6. Speak, train & educate executives/ staff on starting, fast-tracking and measuring customer experience, customer service, digital/social media, marketing, PR and innovation and integrating them with traditional business operations
Dr. Natalie helped organizations by using best practices assessments. The result? A short and long-term strategy, plan and roadmap to success, guiding Implementation and Integration of strategy and plans.
Dr. Natalie provided guidance to take strategy and implement it to get business results by: 
• Evaluating software vs business results 
• Looking at their business goals and choosing the technology to meet those goals 
• Setting-up measurement and business value programs
• Designing social media training & organizational alignment 
• Determining an organization’s readiness to adopt new practices and/ or technology via leadership and organizational change management assessments & D.I.S.C , accompanied by social media training

- Dr. Natalie served as the Chief Strategist in the Measurement and ROI as well as the Digital Communications & Social Media organizations with a world-wide practice role in support of client growth, practice development and thought leadership
- Her primary focus was to consult with clients and account teams on new forms of communication, taking advantage of technology innovations, changing consumer behavior and social networking