Her Story
About Natalie
Natalie Jackson specializes in customer and employee experience consulting. She works with C-suite and executive leaders to identify and resolve friction points, enabling companies to achieve growth through enhanced referrals and retention. Jackson has over 20 years of experience in transformations and about 8 years focused on customer experience. She learned about consulting after college when Accenture recruited at GW and subsequently led a major transformation at a large global manufacturing company. After holding various in-house and consulting positions across industries, she founded her own firm, The Crescent Consultancy, three years ago. Jackson maintains PMP certification for 20 years and earned her CCXP this year. She serves on the U.S. Council of the Customer Experience Professional Association and belongs to the National Speakers Association, Provisors, and ACG. Based in San Diego, California, she also leads a women's collective for executive women and contributes to research on how universities teach customer and employee experience.
Her Interview
Ten minutes with Natalie
01What do you attribute your success to?
I attribute my success to surrounding myself with people who are supportive and kind and curious and are like-minded, wanting to build each other up rather than compete. Being okay with letting unsupportive relationships fade and moving forward with others changes the dynamic in one's life.
02What’s the best career advice you’ve ever received?
The realization that people are people regardless of their level and title, and to just show up as a human. Also, being unafraid to speak up, especially as the only woman in male-dominated spaces; don't shrink, your voice needs to be heard.
03What advice would you give to young women entering your industry?
Be curious, test things out, go deep in their learning. Get the certification as it's a good foundation. Reach out, be human, and be curious. Prove it out by working and learning.
04What are the biggest challenges or opportunities in your field right now?
The biggest challenge is misnomers and misunderstanding of what customer experience is; people assume it's just customer service, which is only part of it. Also, the misconception that experience can't be measured, when there are ways to measure it leading to growth through referrals and retention.
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