CX Myth-busting for leaders (by Monetize.CX)

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 in...

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’...

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...

Link to the LinkedIn newsletter . -------------------------- 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-p...

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 --- 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...

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. ------------------- 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 commen...

Link to the ⁠ LinkedIn newsletter version ⁠ with added content. ------------------- 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...

:: 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...

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...

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 dr...

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...

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? Aká je Marekova zásada pri voľbe práce. Ako sa CEO importéra značky Robert Baumgartner stavia k téme CX. Prečo predaj nevníma a...

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 maj...

/English follows/ SK: V tomto špeciáli som privítal Marka Hamilla, CEO Arcet Global. Spolupracuje s najlepšími CX odborníkmi na svete a organizuje tri prestížne CX súťaže na rozličných kontinentoch. V tejto epizóde sa dozviete: Aké CX tréningy a vzdelávania sú dnes v kurze a kto sú CX lídri. Kedy je pre firmu vhodný čas sa prihlásiť do súťaže CX. Či majú české a slovenské firmy šancu v takomto med...

Prečo patrí Česká spořitela medzi top zákazníkmi obľúbené značky (nielen vo finančnom sektore) v Českej republike? Ako urobili CX jeden z troch pilierov stratgickej zmeny pred niekoľkými rokmi a čo to prinieslo? Ako je možné, že v boarde za CX nezodpovedá pozícia za obchod alebo marketing, a napriek tomu to funguje? Aký nevídaný skok v NPS dosiahli? Ako u nich funguje agilný prístup, a ako do toho...

Regiojet je v doprave moj lovebrand. A nielen môj, ale aj Čechov a Slovákov, pretože je lídrom v zákazníckej spokojnosti v oblasti dopravy v CZ/SK. Ako zákaznícku skúsenosť riadia? Prečo je CEO Radim Jančura v celej oblasti kľúčový? Aké zákazníckej novinky priniesli a naopak, čo zrušili, pretože sa to u zákazníkov neujalo? Na toto a ešte oveľa viac dostanete odpovede od Aleša Ondrůja , manažéra ko...

V tejto špeciálnej epizóde podcastu rozoberáme pre CX kľúčovú metriku - celoživotnú hodnotu zákazníka.  Prečo je taká dôležitá? Prečo je retencia zákazníkov jej kritickou súčasťou? Čoho sa vyvarovať pri nasadzovaní a používaní? Existuje jednoduchý návod? V čom môže pomôcť automatizácia? Toto a ešte oveľa viac v epizóde pokryje Peter Jakuš, VP Exponea pre oblasť Customer & Market Insight.&...

Prečo je Martinus dlhodobo zákazníkmi najobľúbenejšia značka na Slovensku? Čo je secret-sauce ich fungovania a orientácie na zákazníka? Akú - rekordne vysokú - hodnotu má ich NPS a čo sú ich ďalšie ašpirácie? Aké knihy v súvislosti s CX nam odporúčajú? To všetko a oveľa viac sa dozviete v tejto epizóde podcastu, tentokrát s Evou Kianičkovou, CX leadkou Martinus.