More than 20 years leading large-scale customer operations for globally recognised brands — translating strategy into loyalty, retention and revenue.
With more than 20 years of executive leadership experience, I help organisations transform customer experience into measurable business performance.
Throughout my career I have led large-scale customer operations across South Africa and international markets for globally recognised brands including iStore (Apple Premium Partner), Nespresso, Discovery, Imperial Financial Services and Super Group.
My expertise extends far beyond customer service. I partner with organisations to optimise customer journeys, strengthen operational excellence, improve retention, increase revenue, reduce operational costs and build customer-centric cultures that deliver sustainable growth.
Having led operations of over 200 employees, managed multi-million rand budgets and delivered enterprise-wide transformation programmes, I understand what it takes to balance people, process, technology and commercial outcomes.
Whether your business requires a strategic CX roadmap, an operational turnaround, contact centre optimisation or executive advisory services, I bring practical, hands-on experience that delivers measurable results.
“Unlike many consultants, I have led the operations I now advise.” Practical solutions — not theoretical reports
End-to-end customer experience expertise — from strategy and journey design to contact centre performance, retention and AI readiness.
Design customer-centric strategies that increase loyalty, improve satisfaction and create competitive advantage.
Identify pain points and redesign end-to-end experiences that improve engagement and retention.
Improve productivity, quality, workforce planning, service levels, AI integration and operational performance.
Reduce churn while increasing lifetime value through proven retention and loyalty strategies.
Comprehensive assessments of experience, processes, systems and team performance with practical recommendations.
Develop customer-focused leadership teams capable of driving high-performance cultures.
Integrate technology and AI into customer operations without losing the human experience.
Turn feedback into strategic decisions through actionable analytics and measurable improvement plans.
Unlike many consultants, I have led the operations I now advise — bringing the judgement that only comes from accountability for real commercial outcomes.
Extensive hands-on experience with leading customer engagement, contact centre and business platforms — so I can quickly assess, optimise and enhance your existing CX ecosystem.
As an accomplished corporate trainer and keynote speaker, Natasha delivers engaging, practical sessions that inspire leadership, elevate customer experience and drive organisational performance. She brings executive insight, real-world experience and actionable strategies to every audience.
Book Natasha for your eventMy Customer Experience Audit is an independent assessment of your customer journey, operational processes, service delivery, employee experience and touchpoints. You'll receive:
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Prefer email? Write to consult@natasharugnat.co.za