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

Peter Kmosko
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Generation.CX was the Central European region's first Customer Experience (CX) podcast. The first two seasons focused on sharing stories of the companies building long-term differentiation and growth through customer orientation. In the new season 03, now in English, we debunk CX myths and offer practical, simple advice for businesses aiming to grow by focusing on their customers. It’s tailored for savvy, contrarian business leaders eager to enhance and monetize improved customer experiences, addressing real-world challenges every customer-focused company faces over time.

  1. 1 DAY AGO

    S4E01 - Myth: AI adoption is just about the technology.

    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.

    4 min

  2. 26 JUN

    S03E15 - CX Myth-busting: season review & wrap-up

    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!

    8 min

  3. 19 JUN

    S03E14 - CX Myth #13: “Customer surveys can be outsourced”

    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.

    5 min

  4. 12 JUN

    S03E13 - CX Myth #12: “Google reviews are only for hotels and restaurants”

    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.

    8 min

  5. 5 JUN

    S03E12 - CX Myth #11: “Personalization = using first names in our newsletters”

    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!

    7 min

  6. 29 MAY

    S03E11 - CX Myth #10: "CX is just a CX department´s responsibility"

    It’s time to rethink who really holds power in shaping CX Link to the LinkedIn newsletter edition. Enjoy, share, like, subscribe.

    7 min

  7. 22 MAY

    S03E10 - CX Myth #9: "Loyal customers will forgive bad experiences"

    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.

    5 min

  8. 15 MAY

    S03E09 - CX Myth #8: "Bad CX only leads to customer complaints"

    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-period graphs, they assume everything is fine. But is it?

    6 min
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About

Generation.CX was the Central European region's first Customer Experience (CX) podcast. The first two seasons focused on sharing stories of the companies building long-term differentiation and growth through customer orientation. In the new season 03, now in English, we debunk CX myths and offer practical, simple advice for businesses aiming to grow by focusing on their customers. It’s tailored for savvy, contrarian business leaders eager to enhance and monetize improved customer experiences, addressing real-world challenges every customer-focused company faces over time.

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