#6 CX Brunch (17. 9. 2026, Prague)
The sixth edition of CX Brunch, organised by InsightSofa, took place on Thursday 17 September. Once again, it was held at Kavárna co hledá jméno in Prague, the [...]
Dr. David Doležel: They told me finance has nothing to do with CX. So I showed them the numbers.
Dr. David Doležel, CCXP, is one of the most experienced CX/EX consultants in the Czech Republic, and we're delighted he took the time to speak with us. He [...]
How to Build a Voice of Customer Programme That Actually Serves the Business
Almost every company I talk to tells me they have a "VoC programme" Voice of Customer, the systematic practice of listening to what customers say. Then I ask [...]
Alan Pock: The money you earn isn’t just virtual coins
Alan Pock has spent over ten years in finance and fintech. He first founded the software company Gettick, then bought Tržiště Hypoték (Mortgage Marketplace) as a struggling project [...]
A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is to recommend the company, ranging from -100 to [...]
How to build a CX business case a CFO will approve
A few years ago, I sent our CFO an email asking for budget for a new feedback system. I wrote that customers "feel like we're listening to them" [...]
Why customers remember feelings, not processes
Try to recall the last flight you took. You probably don't remember the check-in queue minute by minute, or the exact wording of the announcements, or how many [...]
