What is the customer journey in B2B and why does it differ from B2C
I’ll start provocatively: most customer journey maps (customer journey maps) that hang on walls in B2B companies today are useless. Not because they are poorly made. But because [...]
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 at a SaaS company, we properly looked for [...]
CX in a small company
I admit that when someone asks me for advice on customer experience, I often first hesitate over one question: how many of you are there? Because most of [...]
Why Customers Lie in Surveys and What to Do About It
Let me admit something that puzzled me for a long time. I was working on a project where the company was collecting customer feedback systematically. The sample sizes [...]
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 in with an NPS (Net Promoter Score, a [...]
#4 CX Brunch (16.4.2026, Prague)
The fourth CX Brunch had such a great atmosphere that time passed much faster than we expected. A group of people came together who do CX not because [...]
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 an internal press release. The Chief Experience Officer [...]
