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CX Start / Restart
We map how you actually manage CX today, what works, what is missing and where it makes sense to start.
If you like, you can start right away with CX Pulse — a quick diagnostic of how your company manages CX.
Try CX Pulse →
I have sat
where you sit
I help companies get real value from well-managed Customer Experience.
20 years of CX experience. Inside companies like Air Bank, ČSOB, Avast and T-Mobile — and today as a consultant for companies that want to take their CX further.
Let's talk about your CX →Air BankHome CreditAvastČSOBVodafoneBrainMarketAllianzTo dáš!AisleEmbedITAir BankHome CreditAvastČSOBVodafoneBrainMarketAllianzTo dáš!AisleEmbedIT
We know more about customers than ever. The problem is doing something about it.
Companies measure NPS, collect feedback and map journeys. They have dashboards, research and plenty of insight.
Yet very few companies can genuinely manage CX: decide by it, prioritise and see changes through.
That is exactly what I help with.
I'm here for you if:
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You already do CX, but it rarely turns into real change.
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You have journey maps, but they sit in a drawer and nobody truly owns them.
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Other departments still see CX as “a marketing thing” or the CX team's job.
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Or you are just starting out and don't know where to begin.
How I can
help you
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Journey Management
I help you move from one-off customer journey mapping to managing and improving journeys systematically.
From journey landscape and prioritisation through ownership and measurement to making journeys part of everyday work.
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CX strategy
I help you get clear on the customer experience you want to create, what to focus on and how to get there.
And above all, how to turn it into something people actually decide and work by.
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Training, mentoring and CX team development
Practical support for CX leaders and teams, built around the real situations they are dealing with.
Training, workshops, mentoring or longer-term team development.
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Fractional CX
For a defined period I can take over or strengthen a senior CX or Journey Management role inside your company.
Useful when you need the experience and capacity, but hiring another full-time person doesn't make sense.
Something else?
Not everything fits into one of these boxes. If you are dealing with anything around CX, customers or journeys, get in touch and we'll look at it.
Let's talk about it →20 years with customers
I have led CX and CRM teams, built CX programmes and pushed change through in large corporates and early-stage startups alike. I have sat where you may be sitting today.
I dealt with how to convince others that CX is more than NPS. How to convince the rest of the company and its leadership. How to pick what matters out of a pile of feedback. And above all, how to turn all of it into real change.
After years at T-Mobile, ČSOB, Air Bank and Avast I left the corporate world and went out on my own. Today I pass my experience on, so you don't have to walk down every dead end yourself.
Selected work
Home Credit
Helping Home Credit move from individual journey maps to systematic Journey Management.
Journey landscape, methodology, personas, prioritisation, playbooks and developing the people who will run the journeys.Vodafone Business
From customer journey mapping through VoC and analytics setup to further growing the CX programme.
Moved to 2nd place in the market in NPS.ČSOB
From diagnostics through building the CX strategy to executing it.
A strategy still relevant and in use two years later.Avast
Growing the CX programme and working on the experience of paying customers.
NPS growth of 5 points in the paid segment.ČSOB
A hands-on programme where people tried CX on real customer problems.
ČSOB
Customer journey mapping and a playbook the teams could keep working with on their own.
A 9-point NPS improvement for taking out a loan in the mobile app.Dealing with something similar?Let's talk about it →
I share what I've learned. And connect people.
I teach
I enjoy teaching CX in a practical way.I run Start with CX with Holky z marketingu, the one-day CX Sprint, and tailor-made training and workshops for companies and teams.
CX Sprint →
I speak
I speak about CX for companies and at conferences.Vodafone, Experience for Business and others.
Interview: InsightSofa →
I connect
Together with Staffino I run CX Klub — CX roundtables for people who lead CX in their companies and want to share experience with others.
CX Club →I write
I write about CX, Journey Management and the things I deal with around customer experience. Longer pieces go on the CX Blog (in Czech), shorter notes mostly on LinkedIn.
CX Blog →What the people I've worked with say
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Ondřej's leadership in CX was absolutely outstanding and had a huge impact on Avast — not only in setting up and executing the CX programme, but also by driving a shift in the mindset of the whole company towards customer focus.
Want a similar experience?
Tell me what you're solving →What working with me looks like
First I try to understand your context — what you are dealing with, what you want to achieve and what you have already tried. Only then does it make sense to look for solutions.
And I work with you, not next to you. The point isn't to come in, build something and disappear, but to involve your people and hand over knowledge and skills they can keep using.