GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a newsletter or setting cookies on a website. The [...]
Your CX team can’t save the customer. The rest of the company can.
I know this situation well. The CX team is poring over survey results, NPS has dropped for the second quarter running, and when you go to discuss it [...]
When a Metric Becomes a Target
There's a paradox that does more damage to customer experience than bad data or tight budgets. It's called Goodhart's Law. British economist Charles Goodhart formulated it in 1975 [...]
Jiří Landovský: Candidate isn’t a number in a queue. They’re a customer.
Jiří Landovský has London and Israel on his CV, started out in data automation and systems engineering, but these days his work is all about people. For over [...]
Radka Maršálová: CX Isn’t About Measurement. It’s About Running the Business.
Radka Maršálová started out at a time when CX in the Czech Republic was barely a concept. She joined Direct Insurance as an NPS Specialist when almost nobody [...]
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. [...]
