The Age of Customer

Tomáš is in charge of two mischievous Air Bank bankers. One of them is slender, the second one is a little bit chubby. One of them is talkative, the second one doesn’t speak so much. When Tomáš doesn’t watch how these two are misbehaving on TV, on the Internet or on the billboards he ensures that people like what Air Bank does. Tomáš has no paper business cards but if he had some they would say “marketing communications chief officer.”

Favors communication, helpfulness and even unconventional approach over solid rules, a positive motivation of people over fear and stress, occasional mistakes over compliance with cumbersome procedures. This is Martin Lysoněk, Head of Multichannel, Bata Europe, who comes to tell us how he is ‘expanding’ brick&mortar shops by the virtual ones.

A passionate customer advocate. True brand ambassador. Amazing young woman. That’s Adriana. You probably don’t know her personally but you might know “her baby”, major content platform TchiboBlog.cz which won the Fenix Content Marketing Award in 2016. Be ready for a splash of energy this young lady will spread while talking about social media and Tchibo, her beloved brand. Yes, you will learn why there is a shop selling coffee together with socks and why TchiboBlog.cz is an important part of Tchibo customer journey.

McDonald’s knows that a good customer experience can be delivered only by very well trained and motivated employees. Rastislav is dedicated to the training of employees, he really loves his work. What does he find most fulfilling? “If I see our work as meaningful, and our people are growing personally, in their career and are successful. Delivering good training, workshops or coaching gives me a lot of energy. It gives me motivation to work on myself. “

A human, inspiring and pragmatic woman, ready to listen to the voice of client and employees, determined to return Spořitelna its original purpose to lead individuals, businesses and society to prosperity. That is Daniela Pešková, member of the board of ČS.

Caring for the client is a long run affair, and it scares many. Not so Denisa Dudáškova. She is not scared to run a few kilometers in her sneakers nor to take a journey towards enthusiastic customer. All of this done with a smile on her face and a positive attitude, which inspires people around her to do more for customers. No wonder that adidas is loved by athletes worldwide.

At his work, Libor feels most fulfilled when a satisfied customer gives a very honest compliment or just says “thank you”. That’s his main motivation to take care of McDonald’s employees. “During my nine-year career at McDonald’s, I became convinced that the key to the satisfaction of our guests is in the good mood of our teams and satisfaction of our employees. This is an integral part of my daily agenda.”

Empathetic visionary whose passion for new ideas is contagious. This is Martin Škořepa, a man behind the innovator Emerging Technologies team at CGI, which constantly crisscrossing uncharted waters of new technologies and innovative approaches for customers and users. Martin also founded the UX team at CGI that puts the user always in first place. And it does not matter whether they are end-customers or employees using new software to make their work easier.

All important issues concerning marketing and strategy start at Zdeněk table. He is always the first one to think about the customer. He is not afraid to experiment and follows the rapid development of the market and the customers themselves. And not only does he respond to these changes, but he tries to anticipate and meet customer requirements before they appear. Zdeněk Kejval is Director of Strategy and Marketing.

Honza of Clever Minds has had long experience with management and advertising and he is well aware of how “virtual” this environment can be. He wants to find a balance between the ubiquitous technology and apps and the human aspect. To help encourage people to go take their planning and creativity back to the tangible world, he took on a new craft and started creating physical products. Honza founded the CLEVER MINDS Notebook brand. His smart notebooks have become his life and he is ready to help you find a simple yet efficient paper tool for your work, hobbies, personal growth and healthy lifestyle.

“I put myself in my clients’ shoes” – one person who can own this claim with clear conscience is Erik Martin Lawart, a renowned Czech maker of bespoke shoes, a lover all the good things in life, an eccentric and a professional through and through. His work is in that sweet spot where art and craft meet, which gives him an excellent opportunity to build a truly unique relationship with each client.

Jan’s passion is the creation of hand-made, original wooden pens. The pens are his customers’ constant companions, always by their side in the creative process and important milestones, such as the signature of a new contract. Since Jan decided to make his name part of the brand he has always seen a personal approach as the cornerstone of his communication with clients and the public. This gives his brand a genuine vibe and catches people’s eye. Jan’s motto is “Never pretend, always be straight with your clients”.

What I love? I love my family and interesting challenges. What I do not like? Stupidity, narrow-mindedness and prejudices. What do I enjoy? Clever and inspirational people. What I love doing? I love to learn and develop things inspired by others. What I have trouble with? Respect for the authorities and following grammar.

(Tomáš is Managing Partner at Clientology Institute)

The Dobrý Web agency helps companies to get closer to their customers through digital communication. Jiří ensures that clients of Dobrý Web are satisfied with the quality of work delivered. He manages projects, comes up with new ideas and implements creative solutions. He is passionate about everything new and interesting. He loves challenges.

Claire Sporton is Vice-President, Customer Experience Management at Confirmit. Her passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for their customers, their internal teams and of course the bottom line.

I’m a CX enthusiast and I love working with people. I am able to empathise with the feelings and needs of clients and build upon them. I am bringing interactive and fun ways to make the life of the customer better. These moments of the common success is worth fighting for.

(Erika is consultant and facilitator in Clientology Institute)

Workshop? Creativity. Training? Interactivity. Working with a client? Inspiration. What fascinates me on customer experience? Definitely it’s complexity. While working on CX project working across the company is a must as only a happy employee can inspire and delight the customer. My mission in companies is to inspire people for the change and pass this enthusiasm on others.

(Martina is a facilitator in Clientology Institute)

Energy and passion are the words to describe Michal. He loves people, interesting ideas and his “tribe”. He has a big heart and a great mind. You can be sure that he will get you thinking about things in unexpected ways and look at audaciously ambitious goals. He knows how to play with corporate types in multinational institutions just as well as with his friends in the theatre and musicians. Michal will inject a serious dose of playfulness into the CX conference.