Thirza Schaap, Founder, Trainer & Consultant, CX Unraveled
Thirza, ranked #1 Top CX Professional worldwide in 2024 by CEM, is a dedicated advocate for Customer Experience, often saying she “eats, sleeps, and breathes” CX. Growing up worldwide, she brings a unique global perspective to her 15+ years of expertise. At CX Unraveled, she has crafted impactful customer and employee experiences with organizations like Aegean Airlines, Lely, Dutch Railways, and the Dutch Ministry of Foreign Affairs. Known for her practical, results-driven approach, Thirza focuses on strategies that create real change and measurable impact. Her strengths lie in CX Strategy, Human-Centered Design, and Employee Experience. Guided by her mantra, “never trust your assumptions,” she loves empowering others to make a lasting difference in CX.
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Was die Shift/CX-Konferenz auszeichnet
Die Shift/CX-Konferenz ist das Jahresevent der CX-Community. Seit 2018 bietet die Veranstaltung CX-Verantwortlichen einen kompakten Überblick zu allen aktuellen und wichtigen Projektthemen der Customer Experience (R)Evolution – dem Wandel zu mehr Kunden- und Erlebnisorientierung in Marketing, Vertrieb und Service.
Dabei adressiert die Shift/CX-Konferenzwoche die gesamte Bandbreite der CX-Themen:
- Tag 1: CX-Strategie und CX-Management: CX Trends & Entwicklungen, CX Erfolgsmessung & Projektoptimierung
- Tag 2 / Vormittags: Marketing Automation: E-Mail-Marketing & Customer Engagement Marketing sowie Lead Nurturing & Marketing Automation
- Tag 2 / Nachmittags: Customer Feedback & Analytics Management: Customer Feedback Management & Voice of the Customer Programme sowie CX Analytics sowie CX-KPIs & Erfolgsmessung
- Tag 3 / Vormittags: Customer Journey Management & CX-Orchestrierung sowie UX Trends
- Tag 3 / Nachmittags: Customer Service / Agent Experience Management, Conversational AI / Voice im Service
- Tag 4 / Vormittags: Chatbots & Conversational Interfaces sowie Conversational Interfaces in Marketing
- Tag 4 / Nachmittags: Digital Experience & Multi-Experience-Management
- Tag 5: CX Transformation & Governance