At Daktela, we believe that success isn't just about what you offer your customers - it’s about how they feel when interacting with your brand. And customer experience is evolving faster than ever. In a recent episode of the Czech podcast Buduj značku (“Build the Brand”), Daktela CEO Jiří Havlíček shared his perspective on what’s shaping customer care today – and why everyone’s talking about artificial intelligence.
🎧 👉 Watch or listen to the full interview here (in Czech)
In this candid and wide-ranging conversation, Jiří shares his views on:
One of Jiří’s big takeaways is this: AI isn’t replacing customer service — it’s enhancing it. Smart automation saves time, increases efficiency, and helps teams deliver more value. But it’s not just about saving minutes — it’s about making the experience feel better for the customer.
That includes tools that support agents during live calls, prompting them with suggestions in real time — like a coach in their ear.
Whether you work in operations, tech, product, or customer leadership, this interview is packed with insights on:
✔️ Scaling without losing the human touch
✔️ What mindset is needed to lead through change — not just optimise
✔️ The real role of AI in future-ready customer teams
✔️ How global growth changes internal structures, culture, and tools
✔️ Why investing in predictive care and personalisation is no longer optional
And even if you don’t speak Czech, it’s worth forwarding to your local team or CX leaders — because the message is universal: those who adapt AI the fastest, win the customer.
🎙️ Petr Schwank is the creator and host of the Buduj značku podcast, where he interviews top founders, CEOs, and business leaders from across the Czech entrepreneurial ecosystem.
If this conversation sparked ideas, let’s take it a step further.
👉 Book a free demo with Daktela and discover how our all-in-one platform can help you elevate customer experience, empower your agents, and turn your support team into a strategic asset.
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