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#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. That was the fifth edition of CX Brunch. A different format and [...]
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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 [...]
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 [...]
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 [...]
CX Technology & Trends / Read the section
Where Optimization Ends and Manipulation Begins
Customer experience (CX) today stands on three pillars: data, behavioral science, and precise design. Companies understand heuristics, work with cognitive [...]
Why humanity matters more than ever in the digital economy
Ten years ago, “digital first” was a strategy. Today it is a minimum without which a company practically does not [...]
Experience Strategy / Read the section
Why CX Programmes Die After Year One
Launching a CX (Customer Experience) programme is usually quite an occasion. There's a leadership presentation, a new team, sometimes even [...]
When ambition outpaces capabilities, or why CX strategies fail
Customer Experience (CX) strategies are often created in the boardrooms of top management. Ambitions tend to be high, presentations [...]
Metrics / Read the section
The CX metric your team already owns but never actually uses
In every meeting where the customer experience budget gets decided, the same uneven contest plays out. The CX manager walks [...]
How to link CX metrics with the company’s financial performance
In most companies today, it is not a problem to obtain NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or [...]
Feedback / Read the section
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 [...]
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 [...]
Experience Journey / Read the section
Onboarding as the most underestimated phase of the customer journey
I’ll start with a specific number that haunted me for a long time. Years ago, when I was doing CX [...]
CX without an owner does not work
Customer experience (CX) is often “placed somewhere” in organizational structures – under marketing, customer service, or product. In reality, however, [...]
Technology / Read the section
Where Optimization Ends and Manipulation Begins
Customer experience (CX) today stands on three pillars: data, behavioral science, and precise design. Companies understand heuristics, work with cognitive [...]
Why humanity matters more than ever in the digital economy
Ten years ago, “digital first” was a strategy. Today it is a minimum without which a company practically does not [...]
