20 articles
Tomáš Izák: CX Has Always Been There, It Just Wasn't Called That →
"When one of your marketing or acquisition channels breaks down, great CX means your customers will always have your back," says the CEO of our agency Proof & Reason, Tomáš Izák, in an interview for the latest issue of our newsletter. Read about how his perspective on customer experience has changed over 20 years of running the agency and why he would have invested more in marketing from the very start.
Tereza Lattová5 minutes read
28. 5. 2026
Practical tips, inspiring stories and real-life experiences from the world of CX, business, strategy and design. The podcast is hosted by Robin Janásek, an experienced strategist, designer and mentor.
ROBIN JANÁSEK
Head of Research & Design
CX Space Podcast: Can Customer Care Save Really Bad CX? →
Responding to customer emails within 24 hours is no longer enough today. The best companies manage it in 30 minutes. "Our role in customer care is not to answer every query, but to take ownership of it and assure customers we'll help them resolve it and by when," says Mário Roženský in this podcast episode — a man who has set a goal of improving customer care in 10,000 Czech companies. What tools and key metrics does he recommend to companies, and how do you know when AI in customer care is no longer sufficient? Why is empathy critical for live operators, and what is an energy audit good for in customer care? Listen to the answers in the interview.
Robin Janásek2 minutes read
28. 5. 2026
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 a team of about 220 CX experts gradually came together, learning to conduct research and collect data from clients; how they set up CX processes; how they reached a phase where they started looking for ways to make clients not just satisfied but delighted. And what obstacles they encountered along the way.
Robin Janásek2 minutes read
28. 5. 2026
CX Space: Lukáš Pítra on the State of CX in Czech Companies →
Is marketing part of CX and where do they intersect? Why do many Czech companies think their customers have no major issues and that they're delivering a much better customer experience than reality suggests? What's the difference between what a customer says and what they need, how and when to ask for feedback, and which CX metrics will bring you real value?
Robin Janásek2 minutes read
28. 5. 2026
