CX Space Podcast: Monika Hrubá on How Česká spořitelna Started Being Run by Its Clients

Formerly head of research at Česká spořitelna, she took on the challenge 7 years ago of becoming a key figure in the bank's agile transformation into a customer⁠-⁠oriented company. 

"CX in large corporations is about a billion small things that need to be well orchestrated," Monika says in the interview. 

She openly describes the entire process of redirecting the bank toward CX: How did a team of about 220 CX experts gradually come together, learning to conduct research and collect data from clients? How did they set up CX processes? How did they reach a phase where they started looking for ways to make clients not just satisfied but delighted? And what obstacles did they encounter along the way?

You can watch the full video interview on our YouTube channel, or listen to it on other platforms (Spotify, Apple Podcasts.)