20 articles
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
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: 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
Customer Experience Basics: What Is CX, How It's Measured, and How to Move Your Business Forward with Better Customer Experience →
Up to 140% revenue growth through excellent customer experience? When you focus on improving CX in your company, it's possible. Customer Experience isn't rocket science, but you need to work on it systematically, step by step. How to do it, where to start, what CX covers, and how to measure whether you're actually succeeding at improving the customer experience — read on.
Jakub Blatný5 minutes read
28. 5. 2026
How to Create a Customer Journey Map →
Have you heard about customer journey mapping but don't know where to start? Want to find out where your customers are hitting obstacles and what you need to do to make them more satisfied? Robin Janásek has over 10 years of experience as a digital product and service designer, and in the video he'll show you on a concrete example how to work with a customer journey map.
Robin Janásek2 minutes read
28. 5. 2026
