BrainMarket

Sector

E-commerce · Czech Republic

Focus

CX maturity, leadership alignment and employee engagement

Aligning leadership and employees to strengthen customer experience capability

We partnered with BrainMarket to build a clearer picture of its customer experience maturity and organisational capabilities. Combining leadership assessment with employee feedback, we identified strengths, gaps and opportunities across six CX pillars, helping the business establish shared priorities for building sustainable customer-led growth.

The challenge

BrainMarket needed a shared understanding of its existing customer experience capabilities and where to focus improvement. Leadership perspectives alone could not reveal how consistently customer-focused practices were experienced across the wider organisation.

The challenge was to connect strategic ambition with employees’ everyday experience, uncover differences in perception and identify the organisational barriers that could limit consistent delivery of better customer and employee experiences.

Our approach

We assessed 36 customer experience capabilities across six pillars through our Leadership Pulse, combining structured leadership input with an interactive, facilitated discussion of organisational strengths, gaps and opportunities for improvement.

We complemented this with an Employee Pulse survey to understand experiences across the same six pillars. Bringing both perspectives together, we identified alignment gaps and developed practical, evidence-based priorities to guide future action.

The outcome

BrainMarket gained a consolidated view of customer experience maturity, combining leadership perspectives with employee feedback. The assessment highlighted organisational strengths, capability gaps and differences in perception across the six CX pillars.

The findings aligned leadership and employees around shared CX priorities, providing a clear foundation for concrete improvement initiatives already underway.

Leadership and employee insights translated into actionable improvements.

“

CX Pulse Check helped us align management and people across the company on where we are in CX, what already works and what we need to focus on first. We are already launching concrete steps based on the outputs.

Marek Filus

CMO, BrainMarket

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