Leading with Empathy: Susanna Baqué on Building Thriving CX Culture

In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Susanna ​​Baqué, Senior Director, Global Customer Experience and our Culture Award winner!

Shaped by a profoundly personal experience, Susanna shares her inspiring journey, revealing how vulnerability and empathy transformed her workplace – and customer experiences.