Customer service speaker Natalia Kim

Customer service rarely changes through individual scripts alone: if the corporate culture does not support customer-centricity, initiatives remain at the level of individual employees. It is important for leaders to see the real state of the culture, understand the maturity of the CX team and connect service with business management.

Natalia Kim is the CEO and managing partner of the consulting company Integria, the official representative of the International Association of Customer Experience Professionals CXPA in Russia. She is engaged in measuring and developing corporate culture using the MRI methodology — the customer-centricity index, and is also a member of the judging panel of the CX World Awards.

The audience will explore the managerial development of CX professionals, the maturity model, leadership development, customer service, HR, corporate culture, leadership and management. The topics will suit heads of customer experience, service and HR, as well as top managers of companies building a customer-centric culture.

Natalia speaks in St. Petersburg, travels to other cities and conducts online events. Available formats include a keynote, training, facilitation, corporate learning and a strategic session on CX strategy. Professional venues include the Eurasian Customer Experience Forum 2026 in Moscow.

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