Link to the assessment: www.checkagent.ai // Many companies still treat AI adoption as a tech project. Buy the tool, run a pilot, launch a demo… and then wonder why nothing changes for customers.
LinkedIn version of the content here.
Many leaders say they want to be customer-centric. But when it comes to execution, that ambition stalls.
Why?
Because…
⚠️ They're afraid to touch what already “works.”
⚠️ They're hesitant to bet on CX-driven operationsover familiar revenue streams.
That is why I´ve addressed 13 myths regarding Customer Experience that can ease the perception of risk involved in related decisions.
Listen to this closing episode and refresh all of them.
Enjoy, share, like.
We're back with Season 4 after the summer break. Enjoy!
Link to the extended Linkedin newsletter edition.
We outsource our surveys. The agency handles it."
That’s not just a bad user experience. It’s a missed strategic opportunity.
Listen, share, comment.
Link to the newsletter edition with market and execution illustrations.
“Why should we care about Google reviews? We’re notin hospitality.” I’ve heard this manytimes — from financial institutions, telcos, even healthcare providers. And yet, walk into your nearest bank branch on Google Maps, and what do you see?
🌟 Star ratings.
💬 Customer comments.
Today, customers rate everything. Whether they’re visiting a dentist, buying insurance, or walking into a bank branch —they expect transparency, fairness, and good treatment.
Link to the LinkedIn newsletter.
Personalization attempts are mainstream, and the companies I work with aren’t ignoring it.
But most boards still think personalization means inserting a name in the subject line, like: “Hi Anna, here's your newsletter!”
🤔 Is that all there is to it? Or is there a deeper level that moves the needle?
Let’s go beyond the basics.
Enjoy, share, like, subscribe!
It’s time to rethink who really holds power in shaping CX
Link to the LinkedIn newsletter edition.
Enjoy, share, like, subscribe.
LinkedIn newsletter edition.
ABOUT: This is a classic corporate blind spot. As soon as company leaders step into their HQ, they disconnect fromreality—assuming that customer loyalty can withstand poor experiences simply because they have a strong brand or existing customer base.
However, one negative experience can outweigh years of goodwill.
Let´s break it down in this episode.
Enjoy, like, share, subscribe.
Link to the LinkedIn newsletter.
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You’d be surprised how many large, powerful organizations still don’t have basic complaint management in place. Even among those that do, leaders often fail to see the bigger picture, either because they’ve grown accustomed to complaints or they dismiss them as "Business as usual."
If there's no spike in the period-over-period graphs, they assume everything is fine.
But is it?
LinkedIn newsletter version here.
As a result of analysis paralysis or feature-driven obsession, leaders struggle to decide which features to keep, add, or remove. This leads to bloated products and services that overwhelm users rather than enhance their experience.Let´s break down the result of this and how to tackle this myth.
Enjoy, subscribe, share.
Subscribe to the newsletter too- there are almost 400 of us already!
Today, about an also a common myth: "Speed alone in CX drives NPS, TRIM and/or loyalty".
Let’s break it down.
Enjoy. Subscribe. Share.
Link to the Linkedin newsletter version: (1) LinkedIn
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This one’s my evergreen. In most companies I’ve operated in, a recurring challenge was segmenting the customer base for customer service, experience, and growth.
And despite good intentions, companies still aim to provide equal service to everyone.
But here’s the truth: All customers are NOT created equal.
How come? Let´s unfold in this episode!
Check also the LinkedIn newsletter version> LinkedIn------------Hard fact> ~80% of the businesses I was helping rely on their CX operations either on Net Promoter Score (NPS) or TRIM or both, as their primary customer experience (CX) metric.
Is it a good decision or inertia built on false beliefs and myths? Let’s break it down in this episode.
Link to the LinkedIn newsletter version with added content.
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Today, we’re tackling a big myth incustomer experience: the idea that if customers are happy, they’ll always stay loyal.
It sounds logical, right? Keep customers happy, and they’ll keep coming back.
But the reality? Happiness is a moment, not a commitment.
📌 Let’s break this down!
Enjoy, subscribe, share, and comment.
Link to the LinkedIn newsletter version with added content.
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Today, in Episode 3, we’re debunking another common misconception in many businesses: and that "Winningon Price is inevitable to Win Customers"
🚀 In reality, price may be important, but businesses that end up focusing only on discounts and undercutting competitors often find themselves in a race to the bottom.
The real winners? They keep focusing most of their efforts on convenience, customer experience, and emotional connection.
📌 Let’s break this down! Enjoy, subscribe, share, and comment.
:: One of the biggest misconceptions I’ve encountered—especially among board members—is the belief that Customer Experience (CX) = Customer Service (CS).
:: To make things even trickier, many people confuse CX with User Interface (UI), User Experience (UX), and CustomerCentricity.
:: Let’s break it down and debunk this myth in this episode.
Link to the LinkedIn newsletter with more, visual content here: LinkedIn. Subscribe and join the club of more than 400 clever customer-centric leaders.
Link to the LinkedIn newsletter with more, visual content here: CX Myth-Busting for Leaders | LinkedIn
Welcome, my name is Peter Kmosko and 🔥 let’s start uncovering CX Myths! 🔥
Why myth-busting?
My journey often begins with overcoming endless misconceptions—from companies assuming CX is merely customer service to those who believe loyalty is driven purely by price.
This mindset is widespread in the market—some get it right, but many repeat the same mistakes, failing to recognize the true value of customer centricity.
That’s why I decided to share and educate by launching this podcast and LinkedIn newsletter series —Welcome to CX Myths Busting for Leaders —where I expose the biggest CX misconceptions that are frequently falsely stated, acted upon, and lived in organizations today
In every episode, I summarize real-world examples, data-driven insights, and actionable strategies to help you master CX, innovation, and leadership.
I wish there would be more clever, monetized approach to customer experience among organizations. By not repeating the mistakes that are so believed, but so false.
So let´s start!
KTORÁ FIRMA BY MALA MAŤ SKVELÚ ZÁKAZNÍCKU SKÚSENOSŤ, AK NIE PRÁVE ROLLS-ROYCE?
Eva Kadlec Dědochová je úspešná manažérka, ktorá prepája svet emócií s businessom. Ako vyštudovaná právnička so skúsenosťami v marketingu a predaji realizuje sny českých a slovenských milionárov o najdokonalejšom luxusnom aute na zemi. Rolls-Royce. A - ako reprezentantka Generation.CX - nám o tom v poslednej epizóde druhej série nášho podcastu prišla porozprávať.
Čo sa v tejto epizóde dozviete?
....a mnoho iného zaujímavého v tradične šiestich prehľadných oblastiach.
PREROD SLOVNAFT Z VÝROBNEJ NA CUSTOMER CENTRIC FIRMU.
Pred zhruba mesiacom som pri návšteve čerpačky Slovnaft všimol treskaburger v ponuke.
Prekvapilo ma to a tak som si začal sumarizovať inovácie, ktoré v prospech zákazníka Slovnaft ostatné roky priniesol. A keďže ich bolo mnoho, poprosil som Antona Molnára - head of Corporate and Marketing - aby mi o týchto, aj chystaných zmenách porozprával. A tak je ďalším hosťom druhej série podcastov Generation.CX.
Čo sa v tejto epizóde dozviete?
....a mnoho iného zaujímavého v tradične šiestich prehľadných oblastiach.
Hyundai má z pohľadu trhového podielu práve na Slovensku najlepšiu pozíciu z okolitých krajín. Do akej miery za tým stojí dobrá zákaznícka skúsenosť, sme sa porozprávali s marketingovým a PR manažérom importéra značky Hyundai na Slovensku - Marekom Kopčom.
Čo sa dozviete?
....a mnoho iného zaujímavého.
Ak sa vám páčilo, nezabudnite dat "subscribe", aby ste počuli nové časti medzi prvými.
Do druhej časti druhej sezóny som si pozval reprezentanta jedného z najúspešnejších CZSK e-commerce firiem - Footshop. A to Radovana Oprendeka, skúseného profesionála z oblasti zákazníckej retencie.
V tejto časti sa dozviete - okrem iného - aj:
1/ Ako vo Footshop spoluvytvárajú produkt alebo story so zákazníkom
2/ Či nezvažovali rebranding z Footshop, keďže už predávajú už aj oblečenie.
3/ Aké majú NPS.
4/ Footshop lojalitný klub - čo urobili inak, ako je bežné
5/ Prečo Radovan odporúča používať metriku Customer Lifetime Value ale príliš ju nekomplikovať
...a ďalšie zaujímavosti. Oplatí sa vypočuť.
Ak sa páčilo, dajte follow a share. Vďaka za priazeň & zostaňte na príjme!
