Susan Caesar is a customer experience and global operations leader who helps major brands harness the digital-first AI driven revolution to drive business growth. With a resume that spans B2B, B2C and Not-For-Profit across several verticals she is the Former Digital Experience Director of Airbnb, Lightful, Microsoft and Former Global Customer Operations Director of Sage, ASOS and Mail Newspapers. Susan has dedicated her career to leveraging technology to create authentic experiences that are integral to the growth and sustainability of any organization. Most recently at Airbnb she led the GenAI transformation of Customer Service through Human and AI augmentation to significantly improve the cost to serve and elevate our people to provide high value connections to our community.

Susan is collaborating with others on her first book (in the non fiction business category).