Natalia is a leading voice in the evolution of luxury, with over 15 years of experience shaping Customer Experience for some of the world’s most iconic brands in hospitality, retail, and corporate. Far from traditional, her approach challenges outdated CX models and redefines what luxury means in a world that craves authenticity, empathy, and intention.  She is the creator of Humanistic Luxury™, a philosophy, methodology and transformative framework that bridges operational excellence with emotional intelligence, storytelling with strategy, and intuition with insight by putting people at the center of every organization purpose and strategy.

Through this lens, Natalia helps brands reimagine customer journeys not as linear transactions, but as immersive rituals that foster loyalty, connection, and commercial growth. Her expertise lies in embedding customer-centric culture at every level of an organization, from C-suite strategy to frontline rituals. Her portfolio includes experience with legacy maisons such as Cartier, Patek Philippe, Rolex, Hublot, Audemars Piguet, Richard Mille, and experiential icons like Jumeirah Hotels, Emirates Palace, Conrad, Autograph Collection, and Galeries Lafayette. For these brands, she has designed and operationalized end-to-end physical and digital experiences, created service ceremonies, elevated clienteling strategies, authored SOPs that reflect modern luxury values and conducted transformative training experiences for their teams.

She is a Certified Customer Experience Professional (CCXP) and holds an Executive Master in Luxury Management & Guest Experience (Glion, Switzerland), Natalia currently serves as Chair of the CXPA Middle East Regional Leadership Council. She is also an international keynote speaker and educator, having trained and inspired over 10,000 professionals worldwide.