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.  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.