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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.

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Check latest episodes from CX Myth-busting for leaders (by Monetize.CX) podcast

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

2025/09/16

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.

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

2025/06/26

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!

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

2025/06/19

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.

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

2025/06/12

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.

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

2025/06/05

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!

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

2025/05/29

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

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

2025/05/22

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.

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

2025/05/15

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?

S03E08 - CX Myth #7: "More Features = Better Customer Experience"

2025/05/08

LinkedIn newsletter version here. As a result of analysis paralysis or feature-driven obsession, leaders struggle to decide which features to keep, add, or remove. This leads to bloated products and services that overwhelm users rather than enhance their experience.Let´s break down the result of this and how to tackle this myth. Enjoy, subscribe, share.

S03E07 - CX Myth #6: "Speed is a key CX factor"

2025/05/01

Subscribe to the newsletter too- there are almost 400 of us already! Today, about an also a common myth: "Speed alone in CX drives NPS, TRIM and/or loyalty". Let’s break it down. Enjoy. Subscribe. Share.

S03E06 - CX Myth #5: "All customers are created equal."

2025/04/24

Link to the Linkedin newsletter version: (1) LinkedIn --- This one’s my evergreen. In most companies I’ve operated in, a recurring challenge was segmenting the customer base for customer service, experience, and growth. And despite good intentions, companies still aim to provide equal service to everyone. But here’s the truth: All customers are NOT created equal. How come? Let´s unfold in this episode!

S03E05 - CX Myth #4: "NPS and/or TRIM is enough for the leadership to measure CX"

2025/04/16

Check also the LinkedIn newsletter version> LinkedIn------------Hard fact> ~80% of the businesses I was helping rely on their CX operations either on Net Promoter Score (NPS) or TRIM or both, as their primary customer experience (CX) metric. Is it a good decision or inertia built on false beliefs and myths? Let’s break it down in this episode.

S03E04 - CX Myth #3: "Happy Customers Will Always Stay"

2025/04/10

Link to the LinkedIn newsletter version with added content. ------------------- Today, we’re tackling a big myth incustomer experience: the idea that if customers are happy, they’ll always stay loyal. It sounds logical, right? Keep customers happy, and they’ll keep coming back. But the reality? Happiness is a moment, not a commitment. 📌 Let’s break this down! Enjoy, subscribe, share, and comment.

S03E03 - CX Myth #2: "Winning on Price is inevitable to Win Customers"

2025/04/03

Link to the ⁠LinkedIn newsletter version⁠ with added content. ------------------- Today, in Episode 3, we’re debunking another common misconception in many businesses: and that "Winningon Price is inevitable to Win Customers" 🚀 In reality, price may be important, but businesses that end up focusing only on discounts and undercutting competitors often find themselves in a race to the bottom. The real winners? They keep focusing most of their efforts on convenience, customer experience, and emotional connection. 📌 Let’s break this down! Enjoy, subscribe, share, and comment.

S03E02 - CX Myth #1: "Customer Experience = Great Customer Service"

2025/03/27

:: One of the biggest misconceptions I’ve encountered—especially among board members—is the belief that Customer Experience (CX) = Customer Service (CS). :: To make things even trickier, many people confuse CX with User Interface (UI), User Experience (UX), and CustomerCentricity. :: Let’s break it down and debunk this myth in this episode. Link to the LinkedIn newsletter with more, visual content here: LinkedIn. Subscribe and join the club of more than 400 clever customer-centric leaders.