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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 coming up and what was really causing them. Her interest in preventing [...]
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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 [...]
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 [...]
#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 [...]
CX Technology & Trends / Read the section
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 [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning [...]
Experience Strategy / Read the section
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 [...]
One complaint is a gesture; ten identical ones are a system failing
Last week a colleague from another company told me she was dealing with the same complaint for the third time [...]
Metrics / Read the section
How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the [...]
When Ordinary Satisfaction Says More Than NPS
Picture two companies. One boasts every quarter about a Net Promoter Score of around 45 and talks about it in [...]
Feedback / Read the section
The most honest feedback never comes when you ask for it
A few years ago, I sat in a meeting where marketing presented the NPS (Net Promoter Score, a customer loyalty [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on [...]
Experience Journey / Read the section
From map to action: making sure your journey map doesn’t end up in a drawer
A few years ago, I sat through a workshop where we spent three hours sticking coloured notes onto a roll [...]
Moments of truth, or the handful of points that decide everything
A few years ago I sat in a meeting where marketing proudly presented how they'd improved "overall satisfaction with the [...]
Technology / Read the section
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 [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning [...]
