Katie is a globally recognized customer experience strategist (ranked #3 worldwide), keynote speaker, and founder of CULTIVATE Customer Experience by Design. She is the creator of CX-ISM, a thought-leading philosophy that reframes customer experience as a business-wide movement shaped by culture, behavior, and belief — not just metrics or technology.

With over a decade of experience across enterprise, public sector, telecoms, airports, healthcare, and highly regulated industries, Katie helps organizations move beyond surface-level CX and embed experience into how decisions are made, leaders lead, and teams show up every day.

Known for her honest, human, and commercially grounded approach, she combines behavioral science, organizational psychology, and real-world insight to help leaders build trust, resilience, and long-term value.

Katie is a sought-after global speaker, known for challenging audiences to rethink customer experience — not as a function, but as a fundamental way of doing business.