Natalie Calvert, a Customer Experience and Employee Experience Executive Coach, joins Sean McIver to share her approach to balancing customer experience (CX) and employee experience (EX) and what contact centre leaders should focus on to improve both CX and EX.

Natalie Calvert is an exceptional customer experience strategist, leadership developer, and employee engagement expert. She is a Customer Experience and Employee Experience Executive Coach, Keynote Speaker, and Author of The Handbook of Call and Contact Centre Management. Natalie is also the Co-founder of HybridWorkSmart and previously served as the CEO at Calcom Group.