Natalie Beckerman is the world's top authority on customer experience and service trans- formation, frequently known as the Global Customer Experience Connoisseur.She combines efficient business processes with human-centered design to show that human-centered leadership is not just a nice-to-have soft asset, but a key differentiator for competitiveness. A catalyst of change and a visionary / executioner, she has redesigned complex ecosystems, restored damaged cultures, and changed how companies operate. She merges high-performance operations with behavioral science and operational discipline to ensure that strategy is implemented and measurable.As Executive Vice President and Chief Business Officer at iQor, a leading provider of global customer experience business process outsourcing, Natalie leads iQor's international growth and transformation. In addition to this role, Natalie founded COG LLC (Customer Operations Group), a boutique consultancy focused on providing courageous, operationally driven, and customer-centric leadership.Prior to iQor, Natalie served as global head of Customer Support Operations at IHG Hotels & Resorts, has held senior roles at Rocket Mort- gage and Leaf Home, and was the EVP/COO at Fidelity National Home Warranty. Her experience spans hospitality, fintech, telecom, and home services, both domestic and internationally.Natalie is a highly sought-after speaker, advisor, and mentor. As such, she sits on the Customer Contact Week Advisory Board, is a CCWomen Hall of Fame inductee, and one of CX Networks top 30 contact leader in 2025.Natalie holds an MBA from the University of Bath, an MS from Michigan State University, and a BA from Northwestern University.When Did You Stop Caring?-her life's work-calls leaders to light the flame of humanity before efficiency extinguishes it.