Susannah is the founder of CX Change which helps businesses to improve their customer experience. CX focuses entirely on human emotions and there’s no one that understands human emotions better than Susannah. She recognises the critical relationship between customer experience and employee engagement and addresses both in her employee training and workshop programmes. With a background in social science, Susannah has always been interested in what makes people tick. Her core strengths include identifying issues that are impacting negatively on the customer (and often employees too), tapping into employee’s emotional intelligence and uncovering empathy. She’s also a creative thinker, using insights and feedback to go beyond identifying the problems and seeing the solutions. Susannah is incredibly passionate about CX and simply loves working with the amazing employees she meets on her journey.