Eva Dudíková: If employees don’t understand a change, customers won’t either
Eva Dudíková spent eleven years in a bank's contact centre, first working directly with customers and later leading a team. Along the way, she noticed which problems kept [...]
The GymBeam CEO Controversy a Lesson in Customer Experience
A company can offer next-day delivery, lab-tested products and tens of thousands of glowing reviews. Then along comes a single Instagram story. The Dalibor Cicman case shows that [...]
How to Make Sense of Mountains of Feedback Without Losing Your Mind
A few years ago, I spent an entire weekend reading customer comments about a banking app. There were just over a thousand of them, and I told myself [...]
#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 [...]
