Download publication Čeština

What machines cannot do

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

What machines cannot do

The goal of technology should be to make the world more human, not the other way around. This is especially true for customer experience management and design. Keep reading and discover how your company can use digital tools to improve your customers’ experience.

Learn more

Customer experience
in 2021

The Travel and Hotels as well as Telecommunications sectors saw the biggest improvement last year. Take a look at how customer experience changed and evolved across the entire market.

Learn more
KPMG Discovery

Six pillars of customer experience

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

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

CX in Czech companies

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

ČEZ

Seven million customers to care for

With seven million customers getting their power from ČEZ, the company aims to remain a progressive one, with the goal to keep their customers happy enough to recommend ČEZ to friends and family. To fulfil this goal, ČEZ is making massive investments in digitalization and transformation of their culture from within.

Go to ČEZ's profile

La Formaggeria Gran Moravia

Shopping is meant to be enjoyed

The Brazzale family opened their first La Formaggeria Gran Moravia shops carrying Italian delicacies back in 2011, with the ambition to teach Czech people that grocery shopping is not just about rushing through a maze of aisles; that it can become a pleasant experience instead, one to be enjoyed with all senses – the real dolce vita.

Go to Formaggeria's profile

MONETA Money Bank

Convenience for clients is our top priority

The largest Czech-owned bank was founded in 2016, after GE left the financial industry. The bank was named after the Roman goddess associated with money, and it’s doing its best to prove it is worthy of the name. Perfect customer service is one of MONETA’s key priorities, with online services being used as means to achieve that perfect CX.

Go to MONETA Money Bank's profile

Notino

A caring, helpful friend

Notino was founded in 2004 and since then it has served over 16 million customers in 28 countries around the globe. Currently, their online store implements innovations so smart they make the customers feel as if they were in a real, brick and mortar store, helping them choose the best makeup shade or a perfume that matches their preferences perfectly.

Go to Notino's profile

Starbucks

A place where you can work and feel at home

The first Starbucks cup with a Czech customer’s name on it saw the light of day in 2008 at the Malostranské square. Today, the American franchise operates 51 shops across the country, and while the entire hospitality industry is currently struggling with a lack of employees, Starbucks can boast a decrease in employee fluctuation – the green brand is well-aware of how important the people are and that happy employees equals happy customers.

Go to Starbucks's profile
Čeština

CX training by KPMG

Sign up for the workshop.

Older editions of the study

View results from previous years

KPMG Discovery?

Try the new visualization tool
Download publications CX 2021