{"id":21015,"date":"2026-10-15T10:51:56","date_gmt":"2026-10-15T10:51:56","guid":{"rendered":"https:\/\/greyson.eu\/?post_type=glossary&p=21015"},"modified":"2026-10-15T10:53:07","modified_gmt":"2026-10-15T10:53:07","slug":"zakaznicka-zkusenost-cx","status":"publish","type":"glossary","link":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/","title":{"rendered":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX)"},"content":{"rendered":"
\n

Z\u00e1kaznick\u00e1 zku\u0161enost (CX): Definitivn\u00ed pr\u016fvodce pro l\u00eddry podnik\u016f<\/h1>\n
Z\u00e1kaznick\u00e1 zku\u0161enost (Customer Experience \u2013 CX) je celkov\u00fd dojem, kter\u00fd si \u010dlov\u011bk utv\u00e1\u0159\u00ed na z\u00e1klad\u011b p\u0159\u00edm\u00fdch a nep\u0159\u00edm\u00fdch interakc\u00ed s organizac\u00ed, jej\u00edmi produkty a slu\u017ebami. Pokr\u00fdv\u00e1 cel\u00fd vztah \u2013 od objeven\u00ed zna\u010dky a vyhodnocen\u00ed nab\u00eddky a\u017e po n\u00e1kup, pou\u017e\u00edv\u00e1n\u00ed, z\u00edsk\u00e1n\u00ed pomoci a obnoven\u00ed smlouvy \u010di slu\u017eby. Pro podnik nen\u00ed CX pouze funkc\u00ed slu\u017eeb z\u00e1kazn\u00edk\u016fm: je to v\u00fdsledek toho, jak lid\u00e9, procesy, pravidla a technologie spolupracuj\u00ed nap\u0159\u00ed\u010d celou cestou z\u00e1kazn\u00edka.<\/div>\n
Z\u00e1kaznick\u00e1 zku\u0161enost je kumulativn\u00ed \u00fasudek z\u00e1kazn\u00edka o organizaci v pr\u016fb\u011bhu \u010dasu. Jedin\u00e1 interakce k tomuto \u00fasudku p\u0159isp\u00edv\u00e1, ale jen z\u0159\u00eddkakdy ho sama o sob\u011b definuje.<\/div>\n

Co je z\u00e1kaznick\u00e1 zku\u0161enost a pro\u010d na n\u00ed z\u00e1le\u017e\u00ed?<\/h2>\n

Z\u00e1kaznick\u00e1 zku\u0161enost je vn\u00edm\u00e1na, nikoli doru\u010dov\u00e1na jako jedin\u00e1 funkce<\/h3>\n
Spole\u010dnost m\u016f\u017ee navrhnout proces, rozhran\u00ed nebo p\u0159\u00edslib slu\u017eby; z\u00e1kazn\u00edk v\u0161ak za\u017e\u00edv\u00e1 a\u017e samotn\u00fd v\u00fdsledek. Ten sam\u00fd proces m\u016f\u017ee vn\u00edmat jeden segment jako bezprobl\u00e9mov\u00fd a jin\u00fd jako matouc\u00ed \u2013 v z\u00e1vislosti na o\u010dek\u00e1v\u00e1n\u00edch, okolnostech a p\u0159edchoz\u00edch interakc\u00edch. CX proto spojuje funk\u010dn\u00ed v\u00fdsledky (nap\u0159\u00edklad dokon\u010den\u00ed transakce) s emocion\u00e1ln\u00edmi a kontextu\u00e1ln\u00edmi dojmy, v\u010detn\u011b d\u016fv\u011bry, f\u00e9rovosti a pocitu kontroly.<\/div>\n

Pro\u010d CX pat\u0159\u00ed do strategie podniku<\/h3>\n
Z\u00e1kazn\u00edci srovn\u00e1vaj\u00ed cel\u00fd vztah se sv\u00fdmi o\u010dek\u00e1v\u00e1n\u00edmi, nikoli v\u00fdkon jednoho izolovan\u00e9ho odd\u011blen\u00ed. Zbyte\u010dn\u00e9 \u00fasil\u00ed, nekonzistentn\u00ed informace nebo opakovan\u00e9 ov\u011b\u0159ov\u00e1n\u00ed identity mohou naru\u0161it d\u016fv\u011bru i tehdy, kdy\u017e ka\u017ed\u00fd t\u00fdm pln\u00ed sv\u00e9 lok\u00e1ln\u00ed c\u00edle. Naopak koherentn\u00ed zku\u0161enost dok\u00e1\u017ee podpo\u0159it udr\u017een\u00ed z\u00e1kazn\u00edk\u016f (retenci), adopci produkt\u016f a efektivitu slu\u017eeb. Jde o re\u00e1ln\u00e9 podnikatelsk\u00e9 v\u00fdsledky, nikoli o automatickou n\u00e1vratnost: l\u00edd\u0159i by je m\u011bli ov\u011b\u0159ovat na z\u00e1klad\u011b z\u00e1kaznick\u00fdch a finan\u010dn\u00edch dat, nam\u00edsto p\u0159edpokladu, \u017ee lep\u0161\u00ed sk\u00f3re v pr\u016fzkumu p\u0159\u00edmo zp\u016fsobuje r\u016fst.<\/div>\n

Jak sa my\u0161lenka z\u00e1kaznick\u00e9 zku\u0161enosti vyv\u00edjela?<\/h2>\n

Od jednotliv\u00fdch kontakt\u016f se slu\u017ebou k cel\u00e9mu vztahu<\/h3>\n
Z\u00e1kaznick\u00e1 zku\u0161enost z\u00edskala na v\u00fdznamu v moment\u011b, kdy organizace p\u0159e\u0161ly od posuzov\u00e1n\u00ed kvality produkt\u016f a izolovan\u00fdch servisn\u00edch interakc\u00ed ke zva\u017eov\u00e1n\u00ed \u0161ir\u0161\u00edho souboru kontakt\u016f, kter\u00e9 utv\u00e1\u0159ej\u00ed vn\u00edm\u00e1n\u00ed z\u00e1kazn\u00edka. Digit\u00e1ln\u00ed kan\u00e1ly u\u010dinily tento \u0161ir\u0161\u00ed pohled nevyhnuteln\u00fdm: z\u00e1kazn\u00edci se p\u0159i \u0159e\u0161en\u00ed jednoho \u00fakolu mohli p\u0159esouvat mezi webem, kontaktn\u00edm centrem, kamennou prodejnou a mobiln\u00ed aplikac\u00ed. Tento pojem dnes pokr\u00fdv\u00e1 lidsk\u00e9 interakce i m\u00e9n\u011b viditeln\u00e9 dopady pravidel, vy\u0159izov\u00e1n\u00ed objedn\u00e1vek, fakturace a technologi\u00ed.<\/div>\n

Od marketingov\u00e9ho konceptu k pr\u016f\u0159ezov\u00e9 schopnosti organizace<\/h3>\n
Ran\u00e9 CX programy se \u010dasto soust\u0159edily na pr\u016fzkumy nebo zna\u010dkovou komunikaci. Vysp\u011bl\u00e1 praxe spojuje poznatky o z\u00e1kazn\u00edc\u00edch s operativn\u00edm vlastnictv\u00edm: t\u00fdmy identifikuj\u00ed probl\u00e9my na z\u00e1kaznick\u00e9 cest\u011b, m\u011bn\u00ed podstatn\u00e9 procesy a ov\u011b\u0159uj\u00ed, zda to z\u00e1kazn\u00edk\u016fm p\u0159in\u00e1\u0161\u00ed u\u017eitek. Neexistuje jedin\u00fd p\u0159\u00edb\u011bh vzniku ani univerz\u00e1ln\u00ed model maturity. U\u017eite\u010dn\u00fd posun je praktick\u00fd \u2013 od ot\u00e1zky, jak funguje jedno kontaktn\u00ed m\u00edsto, k ot\u00e1zce, zda z\u00e1kazn\u00edk dok\u00e1\u017ee dos\u00e1hnout sv\u00e9ho d\u016fle\u017eit\u00e9ho c\u00edle nap\u0159\u00ed\u010d cel\u00fdm syst\u00e9mem.<\/div>\n

Jak funguje z\u00e1kaznick\u00e1 zku\u0161enost nap\u0159\u00ed\u010d z\u00e1kaznickou cestou?<\/h2>\n

Cesty spojuj\u00ed f\u00e1ze, kontaktn\u00ed body a z\u00e1zem\u00ed operac\u00ed<\/h3>\n
Z\u00e1kaznick\u00e1 cesta popisuje kroky, kter\u00e9 \u010dlov\u011bk podnik\u00e1 k dosa\u017een\u00ed c\u00edle, jako je otev\u0159en\u00ed \u00fa\u010dtu, zakoupen\u00ed slu\u017eby nebo vy\u0159e\u0161en\u00ed poruchy. Kontaktn\u00ed body (touchpoints) jsou momenty interakce: reklama, formul\u00e1\u0159 \u017e\u00e1dosti, aktualizace doru\u010den\u00ed nebo rozhovor se z\u00e1kaznickou podporou. Za ka\u017ed\u00fdm momentem stoj\u00ed syst\u00e9my a t\u00fdmy \u2013 z\u00e1znamy v CRM, ov\u011b\u0159ov\u00e1n\u00ed identity, produktov\u00e1 data, doru\u010dov\u00e1n\u00ed a intern\u00ed pravidla. Mapov\u00e1n\u00ed z\u00e1kaznick\u00e9 cesty zviditel\u0148uje tato propojen\u00ed z pohledu z\u00e1kazn\u00edka; jde o diagnostiku, nikoli o d\u016fkaz, \u017ee cesta funguje.<\/div>\n

Konzistence vy\u017eaduje propojen\u00e9 vlastnictv\u00ed<\/h3>\n
Omnichannel zku\u0161enost neznamen\u00e1 kop\u00edrov\u00e1n\u00ed stejn\u00e9 obrazovky do ka\u017ed\u00e9ho kan\u00e1lu. Znamen\u00e1 to zachov\u00e1n\u00ed u\u017eite\u010dn\u00e9ho kontextu a zaji\u0161t\u011bn\u00ed toho, aby byl dal\u0161\u00ed krok smyslupln\u00fd, kdy\u017e z\u00e1kazn\u00edk zm\u011bn\u00ed kan\u00e1l. Nap\u0159\u00edklad pracovn\u00edk podpory by nem\u011bl vy\u017eadovat, aby z\u00e1kazn\u00edk opakoval informace, kter\u00e9 ji\u017e poskytl prost\u0159ednictv\u00edm zabezpe\u010den\u00e9ho digit\u00e1ln\u00edho formul\u00e1\u0159e. To z\u00e1vis\u00ed na identit\u011b, opr\u00e1vn\u011bn\u00edch, kvalit\u011b dat, integraci a jasn\u00e9 odpov\u011bdnosti za \u0159e\u0161en\u00ed selh\u00e1n\u00ed p\u0159i p\u0159ed\u00e1v\u00e1n\u00ed kontakt\u016f mezi kan\u00e1ly.<\/div>\n\n\n\n\n\n\n\n\n
F\u00e1ze cesty<\/strong><\/td>\nC\u00edl z\u00e1kazn\u00edka<\/strong><\/td>\nMo\u017en\u00e9 t\u0159en\u00ed (p\u0159ek\u00e1\u017eky)<\/strong><\/td>\nReakce podniku<\/strong><\/td>\n<\/tr>\n<\/thead>\n
Objeven\u00ed a vyhodnocen\u00ed<\/b><\/span><\/td>\nPochopit, zda nab\u00eddka vyhovuje pot\u0159eb\u011b<\/span><\/td>\nRozporupln\u00e1 tvrzen\u00ed nebo nejasn\u00e9 podm\u00ednky n\u00e1roku<\/span><\/td>\nSjednotit produktov\u00e9 informace a u\u010dinit podm\u00ednky srozumiteln\u00fdmi<\/span><\/td>\n<\/tr>\n
N\u00e1kup nebo onboarding<\/b><\/span><\/td>\nDokon\u010dit \u00fakol s jistotou<\/span><\/td>\nOpakovan\u00e9 zad\u00e1v\u00e1n\u00ed dat nebo nevysv\u011btlen\u00e1 zpo\u017ed\u011bn\u00ed<\/span><\/td>\nZjednodu\u0161it kroky, validovat data v\u010das a zobrazovat pokrok<\/span><\/td>\n<\/tr>\n
Pou\u017e\u00edv\u00e1n\u00ed a podpora<\/b><\/span><\/td>\nDos\u00e1hnout v\u00fdsledku nebo vy\u0159e\u0161it probl\u00e9m<\/span><\/td>\nP\u0159echody mezi kan\u00e1ly, dlouh\u00e9 \u010dek\u00e1n\u00ed \u010di opakovan\u00e9 vysv\u011btlov\u00e1n\u00ed<\/span><\/td>\nSd\u00edlet povolen\u00fd kontext a sm\u011brovat p\u0159\u00edpady odpov\u011bdn\u00fdm t\u00fdm\u016fm<\/span><\/td>\n<\/tr>\n
Obnoven\u00ed nebo odchod<\/b><\/span><\/td>\nU\u010dinit informovan\u00e9 dal\u0161\u00ed rozhodnut\u00ed<\/span><\/td>\nNeo\u010dek\u00e1van\u00e9 poplatky nebo obmezuj\u00edc\u00ed zru\u0161en\u00ed<\/span><\/td>\nKomunikovat jasn\u011b a nastavit procesy odchodu \u010di obnoven\u00ed f\u00e9rov\u011b<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Jak se z\u00e1kaznick\u00e1 zku\u0161enost li\u0161\u00ed od z\u00e1kaznick\u00e9ho servisu a UX?<\/h2>\n

Z\u00e1kaznick\u00fd servis je jednou ze slo\u017eek CX<\/h3>\n
Z\u00e1kaznick\u00fd servis je pomoc, kterou spole\u010dnost poskytuje p\u0159ed, b\u011bhem nebo po n\u00e1kupu. \u010casto je viditeln\u00fd v kan\u00e1lech podpory, ale z\u00e1kaznick\u00e1 zku\u0161enost zahrnuje tak\u00e9 fungov\u00e1n\u00ed produktu, komunikaci, tvorbu cen, onboarding a doru\u010den\u00ed. Vynikaj\u00edc\u00ed podpora dok\u00e1\u017ee zachr\u00e1nit selhan\u00fd moment; nem\u016f\u017ee v\u0161ak spolehliv\u011b kompenzovat nefunk\u010dn\u00ed produkt nebo pravidla, kter\u00e1 opakovan\u011b vytv\u00e1\u0159ej\u00ed ten sam\u00fd probl\u00e9m.<\/div>\n

UX se zam\u011b\u0159uje na interakci s produktem nebo slu\u017ebou<\/h3>\n
U\u017eivatelsk\u00e1 zku\u0161enost (User Experience \u2013 UX) zkoum\u00e1, jak lid\u00e9 vn\u00edmaj\u00ed a pou\u017e\u00edvaj\u00ed konkr\u00e9tn\u00ed produkt, syst\u00e9m nebo slu\u017ebu, v\u010detn\u011b pou\u017eitelnosti a p\u0159\u00edstupnosti. CX m\u00e1 \u0161ir\u0161\u00ed rozsah vztahu a zna\u010dky. U\u017eite\u010dn\u00fdm rozli\u0161en\u00edm je, \u017ee UX m\u016f\u017ee b\u00fdt sou\u010d\u00e1st\u00ed CX: matouc\u00ed bankovn\u00ed aplikace je probl\u00e9mem UX a v moment\u011b, kdy naru\u0161uje \u0161ir\u0161\u00ed vztah, je i probl\u00e9mem CX.<\/div>\n\n\n\n\n\n\n\n\n
Koncept<\/strong><\/td>\nPrim\u00e1rn\u00ed rozsah<\/strong><\/td>\nTypick\u00e1 ot\u00e1zka<\/strong><\/td>\nP\u0159\u00edklad metriky<\/strong><\/td>\n<\/tr>\n<\/thead>\n
Z\u00e1kaznick\u00e1 zku\u0161enost (CX)<\/b><\/span><\/td>\nCelkov\u00fd vztah nap\u0159\u00ed\u010d cestami a kan\u00e1ly<\/span><\/td>\nDok\u00e1\u017eou z\u00e1kazn\u00edci konzistentn\u011b dosahovat sv\u00fdch c\u00edl\u016f?<\/span><\/td>\nSpokojenost s cestou, retence, vzorce st\u00ed\u017enost\u00ed<\/span><\/td>\n<\/tr>\n
Z\u00e1kaznick\u00fd servis<\/b><\/span><\/td>\nPomoc a \u0159e\u0161en\u00ed probl\u00e9m\u016f<\/span><\/td>\nByl po\u017eadavek z\u00e1kazn\u00edka vy\u0159e\u0161en efektivn\u011b?<\/span><\/td>\n\u010cas vy\u0159e\u0161en\u00ed, vy\u0159e\u0161en\u00ed na prvn\u00ed kontakt (FCR), CSAT servisu<\/span><\/td>\n<\/tr>\n
U\u017eivatelsk\u00e1 zku\u0161enost (UX)<\/b><\/span><\/td>\nInterakce s konkr\u00e9tn\u00edm produktem nebo rozhran\u00edm<\/span><\/td>\nDok\u00e1\u017eou lid\u00e9 tento produkt pou\u017e\u00edvat efektivn\u011b a p\u0159\u00edstupn\u011b?<\/span><\/td>\n\u00dasp\u011b\u0161nost \u00fakolu, zji\u0161t\u011bn\u00ed pou\u017eitelnosti, kontroly p\u0159\u00edstupnosti<\/span><\/td>\n<\/tr>\n
\u0158\u00edzen\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti (CXM)<\/b><\/span><\/td>\nOrganiza\u010dn\u00ed praxe a podp\u016frn\u00e9 schopnosti pro zlep\u0161ov\u00e1n\u00ed CX<\/span><\/td>\nJak se u\u010d\u00edme, ur\u010dujeme priority a zlep\u0161ujeme procesy nap\u0159\u00ed\u010d cestami?<\/span><\/td>\nV\u00fdsledkov\u00e9 metriky propojen\u00e9 s prioritami z\u00e1kaznick\u00fdch cest<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Jak mohou organizace m\u011b\u0159it z\u00e1kaznickou zku\u0161enost?<\/h2>\n

Pou\u017e\u00edvejte dopl\u0148uj\u00edc\u00ed se sign\u00e1ly, nikoli jedno hlavn\u00ed sk\u00f3re<\/h3>\n
Metriky z\u00e1kaznick\u00e9 zku\u0161enosti popisuj\u00ed r\u016fzn\u00e9 v\u011bci. Net Promoter Score (NPS) se pt\u00e1 na pravd\u011bpodobnost doporu\u010den\u00ed; Customer Satisfaction (CSAT) zachycuje vyj\u00e1d\u0159enou spokojenost s interakc\u00ed nebo zku\u0161enost\u00ed; Customer Effort Score (CES) m\u011b\u0159\u00ed, jak snadn\u00e9 bylo dokon\u010dit \u00fakol. \u017d\u00e1dn\u00e1 z nich sama o sob\u011b nevysv\u011btluje p\u0159\u00ed\u010dinu probl\u00e9mu. Spojujte odpov\u011bdi z pr\u016fzkum\u016f se chov\u00e1n\u00edm, operativn\u00edmi a kvalitativn\u00edmi d\u016fkazy a u ka\u017ed\u00e9ho v\u00fdsledku uv\u00e1d\u011bjte vzorek populace, na\u010dasov\u00e1n\u00ed a zn\u011bn\u00ed ot\u00e1zky.<\/div>\n\n\n\n\n\n\n\n\n
Metrika<\/strong><\/td>\nCo indikuje<\/strong><\/td>\nU\u017eite\u010dn\u00e9 v kombinaci s<\/strong><\/td>\nB\u011b\u017en\u00e9 omezen\u00ed<\/strong><\/td>\n<\/tr>\n<\/thead>\n
NPS<\/b><\/span><\/td>\nDeklarovan\u00e1 ochota doporu\u010dit podle definovan\u00e9 metodiky<\/span><\/td>\nRetence, chov\u00e1n\u00ed p\u0159i doporu\u010dov\u00e1n\u00ed, zp\u011btn\u00e1 vazba z rozhovor\u016f<\/span><\/td>\nNen\u00ed p\u0159\u00edm\u00fdm m\u011b\u0159\u00edtkem p\u0159\u00edjm\u016f ani kompletn\u00ed diagnostikou<\/span><\/td>\n<\/tr>\n
CSAT<\/b><\/span><\/td>\nVyj\u00e1d\u0159en\u00e1 spokojenost s konkr\u00e9tn\u00ed interakc\u00ed nebo v\u00fdsledkem<\/span><\/td>\nD\u016fvod kontaktu, kan\u00e1l, vy\u0159e\u0161en\u00ed a doslovn\u00e9 koment\u00e1\u0159e<\/span><\/td>\nV\u00fdsledky se li\u0161\u00ed podle designu pr\u016fzkumu a zkreslen\u00ed odpov\u011bd\u00ed<\/span><\/td>\n<\/tr>\n
CES<\/b><\/span><\/td>\nVn\u00edman\u00e9 \u00fasil\u00ed p\u0159i dokon\u010den\u00ed \u00fakolu<\/span><\/td>\nM\u00edra nedokon\u010den\u00ed (drop-off), opakovan\u00e9 kontakty a data o dokon\u010den\u00ed<\/span><\/td>\n\u00dakol s n\u00edzk\u00fdm \u00fasil\u00edm m\u016f\u017ee st\u00e1le selhat v napln\u011bn\u00ed hlub\u0161\u00ed pot\u0159eby<\/span><\/td>\n<\/tr>\n
Operativn\u00ed a chov\u00e1n\u00edm podm\u00edn\u011bn\u00e9 indik\u00e1tory<\/b><\/span><\/td>\nCo z\u00e1kazn\u00edci ud\u011blali a jak slu\u017eba fungovala<\/span><\/td>\nPr\u016fzkumy, v\u00fdzkum z\u00e1kaznick\u00e9 cesty a n\u00e1klady na obsluhu<\/span><\/td>\nSama aktivita neodhaluje motivaci ani pocity z\u00e1kazn\u00edka<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Opatrn\u011b spojujte sign\u00e1ly z\u00e1kazn\u00edk\u016f s v\u00fdsledky<\/h3>\n
Definujte mal\u00fd soubor metrik pro ka\u017edou prioritu z\u00e1kaznick\u00e9 cesty: v\u00fdsledek z\u00e1kazn\u00edka, sign\u00e1l kvality nebo \u00fasil\u00ed a operativn\u00ed indik\u00e1tor. Segmentujte zji\u0161t\u011bn\u00ed tam, kde je to eticky a statisticky vhodn\u00e9, aby pr\u016fm\u011br neskr\u00fdval \u0161patnou zku\u0161enost pro konkr\u00e9tn\u00ed kan\u00e1l nebo skupinu z\u00e1kazn\u00edk\u016f. Vytvo\u0159te si v\u00fdchoz\u00ed stav (baseline) a sledujte zm\u011bny v \u010dase. P\u0159i p\u0159isuzov\u00e1n\u00ed vlivu konkr\u00e9tn\u00edmu z\u00e1sahu berte v \u00favahu sez\u00f3nnost, zm\u011bny produkt\u016f a jin\u00e9 p\u0159\u00ed\u010diny; pokud je to mo\u017en\u00e9, pou\u017e\u00edvejte experimenty nebo srovn\u00e1vac\u00ed skupiny.<\/div>\n

Jak mohou l\u00edd\u0159i budovat strategii z\u00e1kaznick\u00e9 zku\u0161enosti?<\/h2>\n

Vyb\u00edrejte cesty na z\u00e1klad\u011b d\u016fkaz\u016f a v\u00fdznamu pro podnik\u00e1n\u00ed<\/h3>\n
Za\u010dn\u011bte v\u00fdzkumem z\u00e1kazn\u00edk\u016f, st\u00ed\u017enostmi, d\u016fvody kontakt\u016f, produktovou analytikou a poznatky z prvn\u00ed linie. Vyberte cesty, kde jsou obt\u00ed\u017ee z\u00e1kazn\u00edk\u016f i n\u00e1sledky pro organizaci v\u00fdznamn\u00e9. Popi\u0161te c\u00edl z\u00e1kazn\u00edka, zasa\u017een\u00e9 skupiny a d\u016fkazy podporuj\u00edc\u00ed tuto prioritu. Vyhn\u011bte se za\u010d\u00edn\u00e1n\u00ed n\u00e1kupem technologi\u00ed nebo abstraktn\u00ed ambic\u00ed \u201enadchnout\u201c ka\u017ed\u00e9ho.<\/div>\n

P\u0159i\u0159a\u010fte pr\u016f\u0159ezov\u00e9 vlastnictv\u00ed a \u0159e\u0161te prvotn\u00ed p\u0159\u00ed\u010diny<\/h3>\n
Zlep\u0161ov\u00e1n\u00ed z\u00e1kaznick\u00e9 cesty obvykle p\u0159ekra\u010duje hranice odd\u011blen\u00ed. Dejte odpov\u011bdn\u00e9mu vlastn\u00edkovi pravomoc koordinovat p\u0159isp\u011bvatele z oblast\u00ed produkt\u016f, provozu, slu\u017eeb, compliance, dat a v\u00fdvoje. Namapujte sou\u010dasn\u00fd stav, identifikujte ko\u0159enov\u00e9 p\u0159\u00ed\u010diny a odli\u0161ovac\u00ed probl\u00e9my v pravidlech od nedostatk\u016f v rozhran\u00ed. Ud\u011blejte ohrani\u010denou zm\u011bnu, definujte jej\u00ed o\u010dek\u00e1van\u00fd efekt a do krit\u00e9ri\u00ed n\u00e1vrhu a testov\u00e1n\u00ed zahr\u0148te p\u0159\u00edstupnost, soukrom\u00ed, bezpe\u010dnost a odolnost.<\/div>\n

U\u010dte se, doru\u010dujte a zlep\u0161ujte nep\u0159etr\u017eit\u011b<\/h3>\n
Ur\u010dete si priority ve zvladateln\u00e9m backlogu, vyd\u00e1vejte vylep\u0161en\u00ed bezpe\u010dn\u011b a kontrolujte zam\u00fd\u0161len\u00e9 i nezam\u00fd\u0161len\u00e9 efekty. Zp\u011btn\u00e1 vazba od z\u00e1kazn\u00edk\u016f by se m\u011bla dostat k t\u00fdm\u016fm, kter\u00e9 jsou schopn\u00e9 na ni reagovat, s uzav\u0159enou smy\u010dkou (closed loop) pro komunikaci vy\u0159e\u0161en\u00ed, pokud je to vhodn\u00e9. Na provozn\u00edm modelu z\u00e1le\u017e\u00ed: \u0159\u00edzen\u00ed (governance) by m\u011blo \u0159e\u0161it kompromisy a odstra\u0148ovat p\u0159ek\u00e1\u017eky bez toho, aby se z ka\u017ed\u00e9ho vylep\u0161en\u00ed stal zdlouhav\u00fd proces v\u00fdbor\u016f.<\/div>\n
\n
Pokud v\u00fdzva v oblasti CX zahrnuje nejasn\u00e9 vlastnictv\u00ed, rozt\u0159\u00ed\u0161t\u011bn\u00e9 cesty nebo rozs\u00e1hlou zm\u011bnu proces\u016f, IT konzulta\u010dn\u00ed t\u00fdm spole\u010dnosti Greyson<\/b> m\u016f\u017ee pomoci propojit z\u00e1kaznick\u00e9 v\u00fdsledky s praktick\u00fdmi rozhodnut\u00edmi v oblasti transformace.<\/div>\n<\/blockquote>\n

Jakou roli hraj\u00ed data a technologie v z\u00e1kaznick\u00e9 zku\u0161enosti?<\/h2>\n

Technologie umo\u017e\u0148uj\u00ed koordinaci; nedefinuj\u00ed zku\u0161enost<\/h3>\n
CRM, z\u00e1kaznick\u00e9 datov\u00e9 platformy (CDP), obchodn\u00ed syst\u00e9my, n\u00e1stroje kontaktn\u00edch center, analytika a integra\u010dn\u00ed slu\u017eby mohou t\u00fdm\u016fm pomoci rozpoznat kontext a koordinovat akce. Platforma z\u00e1kaznick\u00e9 zku\u0161enosti nen\u00ed n\u00e1hradou za jasn\u00fd p\u0159\u00edpad pou\u017eit\u00ed (use case), spolehliv\u00e1 data nebo odpov\u011bdn\u00fd proces. P\u0159ed v\u00fdb\u011brem n\u00e1stroj\u016f definujte, kter\u00e1 rozhodnut\u00ed musej\u00ed zlep\u0161it, kter\u00e9 syst\u00e9my jsou sm\u011brodatn\u00e9 a jak se budou informace spravovat nap\u0159\u00ed\u010d kan\u00e1ly.<\/div>\n

Budujte zodpov\u011bdn\u011b s ohledem na soukrom\u00ed, bezpe\u010dnost a kvalitu<\/h3>\n
Personalizace m\u016f\u017ee sn\u00ed\u017eit po\u010det irelevantn\u00edch krok\u016f, ale nadm\u011brn\u00e9 nebo nepr\u016fhledn\u00e9 c\u00edlen\u00ed m\u016f\u017ee p\u016fsobit ru\u0161iv\u011b. Sb\u00edrejte pouze data pot\u0159ebn\u00e1 pro definovan\u00fd \u00fa\u010del, respektujte souhlas a pravidla p\u0159\u00edstupu, chra\u0148te citliv\u00e9 informace a poskytn\u011bte mo\u017enost p\u0159echodu na \u010dlov\u011bka tam, kde automatizace selh\u00e1v\u00e1. Postupy v\u00fdvoje a testov\u00e1n\u00ed softwaru p\u0159\u00edmo ovliv\u0148uj\u00ed digit\u00e1ln\u00ed CX: p\u0159\u00edstupn\u00e1 rozhran\u00ed, spolehliv\u00e1 vyd\u00e1n\u00ed, v\u00fdkon a dob\u0159e zvl\u00e1dnut\u00e9 chyby utv\u00e1\u0159ej\u00ed d\u016fv\u011bru z\u00e1kazn\u00edka. Kvalita dat vy\u017eaduje tak\u00e9 jasn\u00e9 definice, jejich p\u016fvod a spr\u00e1vu \u2013 nikoli pouze v\u011bt\u0161\u00ed datov\u00fd sklad (data lake).<\/div>\n

Co organizace v oblasti z\u00e1kaznick\u00e9 zku\u0161enosti nej\u010dast\u011bji ch\u00e1pou nespr\u00e1vn\u011b?<\/h2>\n
    \n
  • \n
    \u201eCX je jen z\u00e1kaznick\u00fd servis\u201c nebo \u201eCX je jen sk\u00f3re\u201c<\/b><\/div>\n
    T\u00fdmy slu\u017eeb maj\u00ed cenn\u00fd kontakt se z\u00e1kazn\u00edky, ale mnoh\u00e9 p\u0159\u00ed\u010diny \u0161patn\u00e9 zku\u0161enosti vznikaj\u00ed d\u0159\u00edve \u2013 p\u0159i n\u00e1vrhu produktu, vy\u0159izov\u00e1n\u00ed objedn\u00e1vek, v pravidlech nebo p\u0159i integraci syst\u00e9m\u016f. Stejn\u011b tak sk\u00f3re je pouze sign\u00e1l, nikoli strategie. T\u00fdmy, kter\u00e9 optimalizuj\u00ed metriku bez zkoum\u00e1n\u00ed podstaty \u00fakolu, mohou sice zlep\u0161it odpov\u011bdi v pr\u016fzkumu, ale probl\u00e9m z\u00e1kazn\u00edka z\u016fstane nevy\u0159e\u0161en.<\/div>\n<\/li>\n
  • \n
    \u201eV\u00edce kan\u00e1l\u016f a automatizace v\u017edy znamen\u00e1 lep\u0161\u00ed CX\u201c<\/b><\/div>\n
    P\u0159id\u00e1n\u00ed kan\u00e1lu m\u016f\u017ee vytvo\u0159it dal\u0161\u00ed nepropojenou cestu k selh\u00e1n\u00ed. Automatizace je u\u017eite\u010dn\u00e1 pro p\u0159edv\u00eddateln\u00e9 \u00fakoly s jasn\u00fdmi v\u00fdjimkami a bezpe\u010dn\u00fdm z\u00e1lo\u017en\u00edm \u0159e\u0161en\u00edm; \u0161kodlivou se st\u00e1v\u00e1 tehdy, kdy\u017e se z\u00e1kazn\u00edci nemohou spojit s \u010dlov\u011bkem nebo opravit nespr\u00e1vn\u00e9 rozhodnut\u00ed. \u201ePlynul\u00fd\u201c (seamless) by m\u011bl znamenat koherentn\u00ed a spolehlivou cestu \u2013 nikoli absenci pot\u0159ebn\u00fdch kontrol nebo lidsk\u00e9ho \u00fasudku.<\/div>\n<\/li>\n<\/ul>\n

    Kam z\u00e1kaznick\u00e1 zku\u0161enost sm\u011b\u0159uje?<\/h2>\n

    Um\u011bl\u00e1 inteligence zv\u00fd\u0161\u00ed o\u010dek\u00e1v\u00e1n\u00ed i po\u017eadavky na \u0159\u00edzen\u00ed<\/h3>\n
    AI m\u016f\u017ee podpo\u0159it asistenci pro oper\u00e1tory, vyhled\u00e1v\u00e1n\u00ed, sumarizaci a rychleji reaguj\u00edc\u00ed samoobslu\u017en\u00fd servis. Jej\u00ed hodnota z\u00e1vis\u00ed na p\u0159esnosti, kontextu, integraci a vhodn\u00e9 cest\u011b k lidsk\u00e9 pomoci. Organizace by m\u011bly vyhodnocovat chybov\u00e9 re\u017eimy, zaujatost, expozici dat a vysv\u011btlitelnost a po nasazen\u00ed monitorovat v\u00fdsledky u z\u00e1kazn\u00edk\u016f. Plynul\u00e1 automatizovan\u00e1 odpov\u011b\u010f nemus\u00ed b\u00fdt nutn\u011b spr\u00e1vn\u00fdm nebo u\u017eite\u010dn\u00fdm vy\u0159e\u0161en\u00edm.<\/div>\n

    D\u016fv\u011bryhodn\u00e9, p\u0159\u00edstupn\u00e9 a odoln\u00e9 cesty budou tvo\u0159it odli\u0161en\u00ed<\/h3>\n
    Z\u00e1kazn\u00edci se st\u00e1le v\u00edce setk\u00e1vaj\u00ed s organizacemi prost\u0159ednictv\u00edm propojen\u00fdch digit\u00e1ln\u00edch slu\u017eeb, d\u00edky \u010demu\u017e se spolehliv\u00e1 identita, souhlas, interoperabilita a kontinuita slu\u017eeb st\u00e1vaj\u00ed d\u016fle\u017eit\u00fdmi sou\u010d\u00e1stmi CX. P\u0159\u00edstupnost a inkluzivn\u00ed design roz\u0161i\u0159uj\u00ed po\u010det lid\u00ed, kte\u0159\u00ed dok\u00e1\u017eou \u00fakol dokon\u010dit. Trval\u00fd trend nespo\u010d\u00edv\u00e1 v technologii pro technologii samotnou: spo\u010d\u00edv\u00e1 v odstra\u0148ov\u00e1n\u00ed zbyte\u010dn\u00fdch p\u0159ek\u00e1\u017eek p\u0159i zachov\u00e1n\u00ed transparentnosti, mo\u017enosti volby z\u00e1kazn\u00edka a d\u016fv\u011bry.<\/div>\n

    Co by m\u011bli o z\u00e1kaznick\u00e9 zku\u0161enosti v\u011bd\u011bt rozhodovac\u00ed org\u00e1ny?<\/h2>\n

    \u010casto kladen\u00e9 ot\u00e1zky (FAQ)<\/h3>\n
    Co je to z\u00e1kaznick\u00e1 zku\u0161enost jednoduch\u00fdmi slovy?<\/b><\/div>\n
    Z\u00e1kaznick\u00e1 zku\u0161enost je celkov\u00fd dojem, kter\u00fd si lid\u00e9 utv\u00e1\u0159ej\u00ed ze v\u0161ech zp\u016fsob\u016f, jak\u00fdmi interaguj\u00ed s organizac\u00ed, jej\u00edmi produkty a slu\u017ebami, a jak je tato organizace ovliv\u0148uje.<\/div>\n
    Jak\u00fd je rozd\u00edl mezi CX a z\u00e1kaznick\u00fdm servisem?<\/b><\/div>\n
    Z\u00e1kaznick\u00fd servis je pomoc s dotazy a probl\u00e9my; CX zahrnuje tuto pomoc plus cel\u00fd vztah, v\u010detn\u011b pou\u017e\u00edv\u00e1n\u00ed produktu, n\u00e1kupu, onboardingu, komunikace a doru\u010den\u00ed.<\/div>\n
    Jak\u00e9 jsou hlavn\u00ed metriky z\u00e1kaznick\u00e9 zku\u0161enosti?<\/b><\/div>\n
    Mezi b\u011b\u017en\u00e1 m\u011b\u0159\u00edtka pat\u0159\u00ed NPS, CSAT a CES, dopln\u011bn\u00e1 o dokon\u010den\u00ed z\u00e1kaznick\u00e9 cesty, opakovan\u00e9 kontakty, retenci, st\u00ed\u017enosti, provozn\u00ed v\u00fdkon a kvalitativn\u00ed v\u00fdzkum. Vyb\u00edrejte metriky, kter\u00e9 odpov\u00eddaj\u00ed zlep\u0161ovan\u00e9mu v\u00fdsledku z\u00e1kazn\u00edka.<\/div>\n
    Jak m\u016f\u017ee spole\u010dnost zlep\u0161it z\u00e1kaznickou zku\u0161enost?<\/b><\/div>\n
    Identifikujte kl\u00ed\u010dov\u00e9 z\u00e1kaznick\u00e9 cesty pomoc\u00ed dat a d\u016fkaz\u016f, pochopte ko\u0159enov\u00e9 p\u0159\u00ed\u010diny, dejte pr\u016f\u0159ezov\u00fdm vlastn\u00edk\u016fm mo\u017enost jednat, prov\u00e1d\u011bjte c\u00edlen\u00e9 zm\u011bny a m\u011b\u0159te dopady na z\u00e1kazn\u00edky a provoz v \u010dase.<\/div>\n
    Co je \u0159\u00edzen\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti (CXM)?<\/b><\/div>\n
    \u0158\u00edzen\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti (Customer Experience Management \u2013 CXM) je koordinovan\u00e1 praxe naslouch\u00e1n\u00ed z\u00e1kazn\u00edk\u016fm, ch\u00e1p\u00e1n\u00ed jejich cest, ur\u010dov\u00e1n\u00ed priorit zlep\u0161en\u00ed a \u0159\u00edzen\u00ed lid\u00ed, proces\u016f a technologi\u00ed pot\u0159ebn\u00fdch k jejich doru\u010den\u00ed.<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Z\u00e1kaznick\u00e1 zku\u0161enost (CX): Definitivn\u00ed pr\u016fvodce pro l\u00eddry podnik\u016f Z\u00e1kaznick\u00e1 zku\u0161enost (Customer Experience \u2013 CX) je celkov\u00fd dojem, kter\u00fd si \u010dlov\u011bk utv\u00e1\u0159\u00ed na z\u00e1klad\u011b p\u0159\u00edm\u00fdch a nep\u0159\u00edm\u00fdch interakc\u00ed s organizac\u00ed, jej\u00edmi produkty a slu\u017ebami. Pokr\u00fdv\u00e1 cel\u00fd vztah \u2013 od objeven\u00ed zna\u010dky a vyhodnocen\u00ed nab\u00eddky a\u017e po n\u00e1kup, pou\u017e\u00edv\u00e1n\u00ed, z\u00edsk\u00e1n\u00ed pomoci a obnoven\u00ed smlouvy \u010di slu\u017eby. Pro […]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"template":"","glossary-cat":[],"class_list":["post-21015","glossary","type-glossary","status-publish","hentry"],"yoast_head":"\nZ\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Z\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson\" \/>\n<meta property=\"og:description\" content=\"Z\u00e1kaznick\u00e1 zku\u0161enost (CX): Definitivn\u00ed pr\u016fvodce pro l\u00eddry podnik\u016f Z\u00e1kaznick\u00e1 zku\u0161enost (Customer Experience \u2013 CX) je celkov\u00fd dojem, kter\u00fd si \u010dlov\u011bk utv\u00e1\u0159\u00ed na z\u00e1klad\u011b p\u0159\u00edm\u00fdch a nep\u0159\u00edm\u00fdch interakc\u00ed s organizac\u00ed, jej\u00edmi produkty a slu\u017ebami. Pokr\u00fdv\u00e1 cel\u00fd vztah \u2013 od objeven\u00ed zna\u010dky a vyhodnocen\u00ed nab\u00eddky a\u017e po n\u00e1kup, pou\u017e\u00edv\u00e1n\u00ed, z\u00edsk\u00e1n\u00ed pomoci a obnoven\u00ed smlouvy \u010di slu\u017eby. Pro […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/\" \/>\n<meta property=\"og:site_name\" content=\"Greyson\" \/>\n<meta property=\"article:modified_time\" content=\"2026-10-15T10:53:07+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Odhadovan\u00e1 doba \u010dten\u00ed\" \/>\n\t<meta name=\"twitter:data1\" content=\"11 minut\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/\",\"url\":\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/\",\"name\":\"Z\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson\",\"isPartOf\":{\"@id\":\"https:\/\/greyson.eu\/cs\/#website\"},\"datePublished\":\"2026-10-15T10:51:56+00:00\",\"dateModified\":\"2026-10-15T10:53:07+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/#breadcrumb\"},\"inLanguage\":\"cs\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Domovsk\u00e1 str\u00e1nka\",\"item\":\"https:\/\/greyson.eu\/cs\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Glossary Terms\",\"item\":\"https:\/\/greyson.eu\/cs\/glossary\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Z\u00e1kaznick\u00e1 zku\u0161enost (CX)\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/greyson.eu\/cs\/#website\",\"url\":\"https:\/\/greyson.eu\/cs\/\",\"name\":\"Greyson\",\"description\":\"Let\u2019s make future GREYT together\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/greyson.eu\/cs\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"cs\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/","og_locale":"cs_CZ","og_type":"article","og_title":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson","og_description":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX): Definitivn\u00ed pr\u016fvodce pro l\u00eddry podnik\u016f Z\u00e1kaznick\u00e1 zku\u0161enost (Customer Experience \u2013 CX) je celkov\u00fd dojem, kter\u00fd si \u010dlov\u011bk utv\u00e1\u0159\u00ed na z\u00e1klad\u011b p\u0159\u00edm\u00fdch a nep\u0159\u00edm\u00fdch interakc\u00ed s organizac\u00ed, jej\u00edmi produkty a slu\u017ebami. Pokr\u00fdv\u00e1 cel\u00fd vztah \u2013 od objeven\u00ed zna\u010dky a vyhodnocen\u00ed nab\u00eddky a\u017e po n\u00e1kup, pou\u017e\u00edv\u00e1n\u00ed, z\u00edsk\u00e1n\u00ed pomoci a obnoven\u00ed smlouvy \u010di slu\u017eby. Pro […]","og_url":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/","og_site_name":"Greyson","article_modified_time":"2026-10-15T10:53:07+00:00","twitter_card":"summary_large_image","twitter_misc":{"Odhadovan\u00e1 doba \u010dten\u00ed":"11 minut"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/","url":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/","name":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX) - Greyson","isPartOf":{"@id":"https:\/\/greyson.eu\/cs\/#website"},"datePublished":"2026-10-15T10:51:56+00:00","dateModified":"2026-10-15T10:53:07+00:00","breadcrumb":{"@id":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/#breadcrumb"},"inLanguage":"cs","potentialAction":[{"@type":"ReadAction","target":["https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/greyson.eu\/cs\/glossary\/zakaznicka-zkusenost-cx\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Domovsk\u00e1 str\u00e1nka","item":"https:\/\/greyson.eu\/cs\/"},{"@type":"ListItem","position":2,"name":"Glossary Terms","item":"https:\/\/greyson.eu\/cs\/glossary\/"},{"@type":"ListItem","position":3,"name":"Z\u00e1kaznick\u00e1 zku\u0161enost (CX)"}]},{"@type":"WebSite","@id":"https:\/\/greyson.eu\/cs\/#website","url":"https:\/\/greyson.eu\/cs\/","name":"Greyson","description":"Let\u2019s make future GREYT together","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/greyson.eu\/cs\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"cs"}]}},"related_terms":"","external_url":"","internal_reference_id":"","_links":{"self":[{"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/glossary\/21015","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/users\/7"}],"version-history":[{"count":1,"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/glossary\/21015\/revisions"}],"predecessor-version":[{"id":21016,"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/glossary\/21015\/revisions\/21016"}],"wp:attachment":[{"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/media?parent=21015"}],"wp:term":[{"taxonomy":"glossary-cat","embeddable":true,"href":"https:\/\/greyson.eu\/cs\/wp-json\/wp\/v2\/glossary-cat?post=21015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}