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The Winning Team

The Top 100 Customer Experiences
in the Czech Republic

Take a look at the results

CX in various sectors

See how different sectors of the Czech economy fare.

Financial Services Grocery Retail Travel and Hotels Entertainment and Leisure Logistics
Non-Grocery Retail Restaurants and Fast Food Telecommunications Utilities
The TOP 100

When the company works as one team

The market is moving to omnichannel. Because of this, companies are using a lot of systems, processes and channels that need to be connected so that the customer experience is just as smooth and seamless. Explore how you can bring your entire business together in five steps.

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Customer experience
in 2022

The Czech market as a whole has improved in customer ratings. The telecoms sector achieved the most significant shift. Read how customer satisfaction has evolved across the market.

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KPMG Discovery

Six pillars of customer experience

The customer’s experience can be described with six CX pillars.

  1. Personalization
  2. Expectations
  3. Time and Effort
  4. Integrity
  5. Resolution
  6. Empathy

CX in Czech companies

Read the profiles of successful brands and let yourselves be inspired by their approach to CX.

Manufaktura

Local traditions with a modern twist

Founded in 1991, Manufaktura has always taken pride in its local production using quality ingredients sourced directly in the beautiful Czech countryside. All that is combined with the goal to turn the company’s stores into “experience labs”, trust in omnichannel, heavy investments into system integration in recent years, and the use of smart cameras that allow the company to determine conversion ratios in stores.

Go to Manufaktura's profile

IKEA

Kundupplevelse, a swedish twist on customer experience

IKEA is often associated with their famous meatballs or funny product names, like the Groggy corkscrew. However, one thing the Swedish brand has not been associated with is stellar customer experience, especially in e-commerce. However, the Covid pandemic struck a hard blow to the furniture retailer. Fortunately, a lesson was learned, and the brand is now working on becoming more accessible by building new planning studios and introducing mobile pick up points.

Go to IKEA's profile

Košík.cz

Shopping without compromise

Founded in 2014, Košík.cz was always seen as the second player on the market – until 2022, when it started coming out of its shell with huge investments into the mobile app and a new deal with Makro that allowed them to optimize both delivery and prices. Now, the ambition is to offer a full range of services to customers in more distant areas – where until now, only non-perishables were delivered – by the end of the year.

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Generali Česká pojišťovna

Phygital partner for life

In 2019, Generali Česká pojišťovna, the largest insurance company in the country with three million clients, was born out of the merger of Generali and Česká pojišťovna with the goal to preserve the best of both worlds: Czech quality and reliability on one hand, and Italian dynamics in the world of technology on the other. Currently, the company is committed to better understanding their clients to include their input into the development of new products and digital tools.

Go to Česká pojišťovna's profile
Čeština

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