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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