Natalie Beckerman
Natalie Beckerman is a global customer experience executive, board advisor, speaker, and published author with more than 30 years of experience in the customer experience (CX) industry. Known as a “Global Customer Experience Connoisseur,” she has built her career by advancing through progressive leadership roles across customer operations, service, support, and sales, ultimately shaping large-scale transformation strategies across multiple industries and global markets. She has lived and worked internationally, bringing a broad, cross-sector perspective to CX leadership across diverse business environments.
Throughout her career, Natalie has become recognized as one of the few operations leaders who has successfully led enterprise-wide automation and AI deployments, integrating technology into go-to-market strategies and end-to-end transformation initiatives. She currently serves as Chief Business Officer at iQor, where she continues to drive operational excellence, customer experience innovation, and measurable business outcomes. A frequent industry speaker, she is actively engaged in global conferences and thought leadership forums, including upcoming main-stage presentations in the UK focused on “reigniting humanity in efficiency” within modern customer experience.
In addition to her executive leadership, Natalie is deeply committed to mentoring and developing future leaders, particularly women in the CX industry. She has led the Women’s Leadership Alliance at the Frost & Sullivan Conference for the past three years and has provided coaching and mentorship for over six years. She also founded the Women’s iQor Network (WIN), which launched in January and quickly grew to more than 350 members. A serial learner and lifelong advocate for growth, Natalie continues to combine industry leadership, global experience, and a passion for human-centered transformation to shape the future of customer experience.
• All-American Field Hockey Athlete
• Core Strengths Global Facilitator
• Master Executive Coach
• Northwestern University - BA
• Michigan State University - MS
• University of Bath - MBA
• All-American Field Hockey Athlete
• Academic All Big Ten
• Member of the USA Olympic Field Hockey Squad (top 60 players)
• NCAA All American Field Hockey Athlete
• Women's I-Corps Network (WIN)
• Women's Leadership Mentoring and Coaching
• Women's Leadership Alliance at Frost & Sullivan Conference
• CCW Advisory Board
• Frost and Sullivan Customer Contact West
What do you attribute your success to?
Today is a monumental day for me - I just released my first book, which represents 30 years of learning put into one work and shared with the industry. The book expresses a lot of my growth journey as a leader in the industry, and I'm very vulnerable in it. I hold my hand up and say, you know what? I've made mistakes. I designed the bad systems that people experience today. I'm one of the ones that got things wrong because I was chasing efficiency and cost savings before I was checking if it worked for the customer. But I've learned from it, and I've reignited that flame to fix that, and I don't want others to make the same mistakes. I'm really proud of that piece - being very open about driving change. I'm also proud of the number of leadership roles I've had across different industries and sectors. I love learning - I'm a serial learner - and I'm one of the few people that's worked in many different industries and sectors doing this. My passion is really continuously improving, getting better, and learning and growing. That's 100% who I am. I love reaching potential - I love to help other women and other employees reach their potential, I love to help the company succeed, and I love to stretch myself over and over and over to do better every single day.
What advice would you give to young women entering your industry?
It's actually in my book, and it's something I've lived by. It's a quote: listen and learn from everyone, but then decide what works best for you. I've kept this as a premise for my entire career - I will listen to everyone, I will learn from everyone, and I'll figure out what works for me, and I'll make my own decisions. Be authentic, because being authentic is critical. When I speak, when I do women's leadership, when I do leadership activities, I tell people that it's really important to be self-aware, but it's also really important to embrace and learn from change, and then decide how you want to handle that going forward.
What are the biggest challenges or opportunities in your field right now?
Since COVID, we've kind of lost our way in the customer experience field. We're all going for the cost cutting, we're all going for efficiency, looking at everything through AI and automation. But with people, we've lost the human touch, and we've lost caring about our people and our customers in the way that we should. This is a very provocative conversation, but it's also a very important one. I was one of the ones chasing that efficiency and the cost savings before I was checking if it worked for the customer. That's why I wrote my book - to help people get it right and change this course. We have the chance to reignite humanity in a world obsessed with efficiency.
What values are most important to you in your work and personal life?
I love reaching potential - that's 100% who I am. I love to help other women and other employees reach their potential, I love to help the company succeed, and I love to stretch my own self over and over and over to do better every single day. My passion is really continuously improving, getting better, and learning and growing. Being authentic is critical to me - when I do leadership activities, I tell people that it's really important to be authentic and be self-aware. I also believe strongly in caring about people and customers, which is why I wrote my book about reigniting humanity. I'm very passionate about helping and promoting women, whether that's internally, externally, through mentoring, or through coaching.