Episode released on: August, 28th
Generating Value: From Insights to Impact with Susanna Baque – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
In the latest episode of the CX Goalkeeper Podcast, we dive deep into the world of transformation, leadership, and, of course, customer experience. Our esteemed guest, Susanna Baque, a member of Women in CX, joins us to discuss the pivotal topic of “Transforming Insights into Action.”
Susanna, based in Barcelona, is not only a seasoned CX leader but also a passionate advocate for diversity, equity, and inclusion. With her unique perspective on the importance of individualism and her belief in active listening, she brings a fresh and insightful viewpoint to our discussion.
In our conversation, we explore the challenges and strategies of breaking organizational silos, the significance of setting realistic expectations, and the future of integrating employee experience with customer experience. Susanna also shares her holistic approach to customer feedback and how it can drive strategic decisions.
About today’s guest:
Susanna Baque, a Barcelona-based CX leader and member of Women in CX, champions the integration of customer and employee experiences. Passionate about diversity, equity, and inclusion, she emphasizes the power of active listening and the importance of acting on customer feedback. With a holistic approach, Susanna introduced “listening teams” in her company, breaking silos and ensuring actionable insights. As AI and automation evolve, she foresees discussions around ethics, trust, and balancing personalization with privacy. Her key advice? Embrace a culture of action and transform insights into decisive steps. Connect with her on LinkedIn for deeper insights.
“I think the first one, I already shared this, this building these cross functional partnerships and relationships, and trying to align goals with others, I think as CX professionals, we cannot live in another silo. Yeah, we actually can be as a standalone function or, or Yeah, a resource team. Well, I think it’s great. But we cannot be another silo with another set of goals and another set of, of KPIs. So I think we need to constantly build those relationships and collaborate with other departments and have common goals or at least aligned goals.”
Susanna Baque
Chapters:
00:00 Start
00:00 Introduction to the CX Goalkeeper Podcast
00:50 Introduction of Susanna Baque
01:32 Susanna’s Background and Passions
03:10 Discussing Personal Values and Their Influence
04:22 Transforming Insights into Action: Why It Matters
05:21 Susanna’s Journey to Passion for CX
06:35 The Importance of Customer Feedback
08:18 The Need for Companies to Leverage Customer Insights
08:36 Susanna’s Holistic Approach to Breaking Silos
10:07 The Listening Teams Approach
12:46 Practical Example: Improving the Customer Portal
14:53 Challenges and Learnings in Implementation
17:48 Balancing Financial Targets with Customer Expectations
20:06 Strategies for Breaking Organizational Silos
21:10 Key Leadership Lessons from Susanna’s Career
23:53 The Role of Employee Experience in CX
26:23 Susanna’s Tips for Mental Health and Well-being
28:43 Predictions for the Future of CX in the Next Decade
29:18 Contact Details
30:07 Susanna’s Golden Nugget
Contact Details:
Golden Nuggets:
“Embrace a culture of action. While many emphasize the importance of gathering feedback, the true value emerges when we transform these insights into decisive actions. It’s not just about listening; it’s about responding swiftly and strategically. Feedback without timely and meaningful action loses its essence.”
Susanna Baque
Summary of the Episode:
Susanna Baque on the CX Goalkeeper Podcast: Transforming Insights into Action
In a recent episode of the CX Goalkeeper Podcast, we had the pleasure of hosting Susanna Baque, a seasoned CX leader and advocate for diversity, equity, and inclusion. Susanna shared her insights on the importance of transforming customer feedback into actionable strategies and the future of customer experience.
Background and Journey Susanna began by discussing her background and how she developed a passion for customer experience. She emphasized the importance of personal values and their influence on her professional journey.
The Essence of Customer Feedback Susanna highlighted the significance of customer feedback in shaping the customer experience. She stated, “We all talk a lot about gathering feedback, the voice of the customer, but for me, it’s transforming customer insights into action.” This sentiment underscores the need for companies to not just listen but act on the feedback they receive.
Holistic Approach to CX Susanna introduced her holistic approach to breaking organizational silos. She believes in the “Listening Teams Approach,” where feedback is actively sought, and teams collaborate to implement changes. She shared a practical example of improving a customer portal, emphasizing the challenges and learnings from its implementation.
Balancing Financial Targets and Customer Expectations One of the key challenges Susanna discussed was the balance between meeting financial targets and ensuring customer satisfaction. She believes in the importance of setting realistic expectations and aligning them with the company’s goals.
The Future of CX Susanna shared her predictions for the next decade in the realm of CX. She sees a strong link between employee experience and customer experience, stating, “Employee well-being directly impacts the quality of customer interactions.“
Golden Nugget In her closing remarks, Susanna left listeners with a golden nugget: “Embrace a culture of action. Feedback without timely and meaningful action loses its essence.“
Key-Words:
Susanna Baque, CX Goalkeeper Podcast, Customer Experience, Diversity, Equity, Inclusion, Personal values, Customer feedback, Voice of the customer, Transforming insights, Actionable strategies, Holistic approach, Organizational silos, Listening Teams Approach, Customer portal, Financial targets, Customer satisfaction, Realistic expectations, Employee experience, Well-being, Culture of action
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
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