Why Financial Literacy is Key to Customer Retention, with Monika Hruba

Episode 83

Monika Hruba is the Chief Financial Health and CX Officer for Česká spořitelna - the largest bank in the Czech Republic. In Episode 83 of the CX Insider Podcast, we explore the value of investing in the financial literacy and education of your bank's employees and customers, how this can improve CX, and what challenges such a strategy brings.

Episode 83


Episode Summary

Instead of having a core team of CX-focused individuals, Česká trains their employees through an internal academy. They plant multiple agents throughout every branch of the organisation. This approach helps them uphold customer centricity at each layer, whilst also producing a more educated environment that strives to customers more effectively.

Česká spořitelna also offer financial literacy and health training to their customers, with the aim of improving the management of their personal finances. This mindset arises from the bank's original purpose, which was to help underprivileged members of society have the same financial opportunities as others. The bank's purpose also resonates through more recent initiatives that have provided aid to those affected by the COVID-19 pandemic and recent events in Ukraine.

Listen to the full episode to discover more of Monika's story, and learn how you can apply these customer experience insights to your own organisation.


This article summarises podcast episode 83 "Why Financial Literacy is the Key to Customer Retention" recorded by CX Insider. For more information, listen to the episode, or contact Monika on her LinkedIn profile.

Written by Marcell Debreceni