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The second CX Brunch confirmed that the first edition was not a coincidence. People returned, brought colleagues, and the discussions were even more specific this time. Thank you to everyone who came to share their experience, because it is precisely thanks to you that this event makes sense.
The main pillar of the program was modern technologies in CX, and especially voice surveys. We discussed how the approach to their deployment is changing from telephone questionnaires, which people no longer answer today, to new formats where the respondent speaks when they want, and where AI can listen to them, understand them, and categorize their answers. Many practical tips were shared on what works and what to avoid.
An unexpectedly strong topic was the legal aspects of CX. GDPR is still the same topic, but practice is evolving from recording calls, through storing feedback linked to identifiers, to what you may and may not do with data from B2B clients. Participants appreciated that things were finally discussed that are usually not covered in typical CX presentations.
There were also specific case studies and current statistics of the Czech market. Many of you were interested in how the Czech Republic performs in NPS and CSAT across different industries, where the benchmarks are, and how to interpret them correctly. From the reactions in the room, it was clear that some of the numbers were surprising for the participants, and that is exactly the type of insight for which CX Brunch exists.
If you were not at the second edition, you have a clear motivation to put CX Brunch into your calendar. It is not an event you can watch from a recording the strength lies in who you meet there and what you take away from them. The next CX Brunch takes place on June 5, 2026 in Prague. Sign up at cxbrunch.cz.
