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
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
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
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
