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Kristýna Komsa: CX has to be in a company’s DNA, not just in a presentation for management
Kristýna Komsa is currently on maternity leave, but before starting this new chapter in her life she worked as a Manager at Prague Airport, where she was responsible for the overall customer experience strategy, feedback collection, passenger segmentation, customer journey [...]
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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 [...]
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 [...]
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. [...]
CX Technology & Trends / Read the section
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 [...]
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 [...]
Experience Strategy / Read the section
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 [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B [...]
Metrics / Read the section
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word [...]
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 [...]
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
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 [...]
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 [...]
