Katie co-authored the Amazon No#1 best seller ‘Customer Experience 2’, is named one of the top five Global CX Thought Leaders in 2024 and is the host of the Awards International Customer Experience Awards, daytime celebrations.

Katie spent over a decade in the not-for-profit sector, supporting organisations with the most vulnerable customers to deliver a beautifully curated experience. She then spent two years working for one of Europe’s largest credit management companies driving their Customer Experience Strategy forward within a fantastic leadership team. Here, she became a Customer Experience Professional Association (CXPA) member and a Certified Customer Experience Professional (CCXP).

In 2019 Katie decided to step out of the heavily regulated (FCA) finance industry and move into the digital/e-commerce world joining an International membership organisation as the Head of Customer Experience and Member Optimisation.

Katie regularly contributes to professional publications and conferences around the world including Latvia, Dublin, India the UK and Greece.

In 2020 Katie founded CULTIVATE! Katie utilises a commercially astute, balanced approach to help organisations develop and adopt a profitable customer experience strategy. Katie's clear, conscientious and creative ability to communicate enables her to work across all levels of the business supporting cultural (and digital) transformation. Gathering and using data, Katie drives real action from insight, delivering tangible results.

Katie lives in the beautiful, green, leafy land of Cheshire (UK) and also happens to be a Masterchef UK Quarterfinalist, passionate about food hospitality and guest experience.