Description

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. 

Clare and Susanna explore:

• Leading with empathy and inclusion to drive meaningful connections with employees and customers

• The courage of vulnerability in leadership and how it sparks transformative cultural change

• Practical strategies for building psychological safety and fostering thriving teams

• The power of authentic, people-first leadership in shaping extraordinary workplaces

• Lessons on collaboration, belonging, and lifting others as you rise

This episode celebrates Susanna’s remarkable leadership and the thriving CX culture she’s built. Packed with real-world insights, it’s an inspiring listen for anyone looking to create genuinely human-centred workplaces.