Founder and Director of CULTIVATE Customer Experience by Design. Katie is consistently ranked as a Top 20 Global CX Thought Leader.

Katie didn't start in a corporate boardroom. She started on the frontlines, working in restaurants, department stores, and then contact centres.

CX-ISM - The Philosophy of Customer Experience

Released in early 2025, the central thesis of Katie's book is right in the subtitle: "Build a Movement, Not Just a Strategy."

She argues that true business success doesn't lie in pricing, products, or marketing, but in the emotions of the customer. The book challenges leaders to move beyond buzzwords and superficial metrics to uncover the "soul" of customer experience, treating every touchpoint as a moment of human connection rather than a mere transa ...