Why CX Managers Lose in the Boardroom and How to Change That
Customer experience has the strongest business case of any department. And yet, in the boardroom, it's still treated as a cost not an investment. The problem isn't the [...]
#5 CX Brunch (11. 6. 2026, Prague)
A Thursday morning in Prague, at a café still searching for its name. One room, a diverse group of professionals, and hours of conversation you don't easily forget. [...]
Customers won’t fill in your survey. They’ll fill in this one.
You know the feeling. You're staring at survey results forty responses from a database of four thousand contacts and you're thinking: now what? One per cent. And even [...]
The best CX analysts are sitting in the call centre, but nobody’s asking them
A few years ago I went out to a company where the leadership was scratching their heads over a nine-point drop in NPS (Net Promoter Score, a measure [...]
Saying Goodbye to a Departing Customer as a Strategic Opportunity?
I recently cancelled a subscription to a streaming service. The usual drill clicking through five screens where they tried to talk me into staying. A discount. A free [...]
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
