Clare Muscutt talks with Thirza Schaap about working motherhood and building sustainable CX culture

Thirza Schaap, the Founder of CX Unraveled, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about taking a leap of faith as she left her role in corporate and co-founded her own CX consultancy, talking with a psychologist about juggling motherhood and work – and what this looked like for her – the 7 factors key to achieving sustainable ‘customer-obsessed’ culture, including identifying those onside, those unlikely to be convinced and those sitting on the fence about Customer Experience and its impact upon an organisation and about the importance of empowering frontline staff through the communication of strategy, training and rewards.

 

Key talking points include…

💪 How Thirza ‘took the plunge’, leaving her corporate role and co-founding CX consultancy, CX Unraveled

⚖️ Discussing “mum-guilt” and what a healthy work-life balance looked like for Thirza

📋 Outlining the 7 factors key to achieving a ‘customer-obsessed’ culture, including the importance of empowering frontline employees and targeting those “in the middle”

🤔 Thirza’s advice on where to start when creating culture change within your own organisation, analysing your current state and identifying areas for improvement.

 

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