CX: From Buzzword
to Business Priority
Not long ago, “Customer Experience” felt like a buzzword. Something for the future. Something for the big companies abroad.
Not anymore!
Today, CX is the new standard and companies in Romania are rethinking the way they serve customers and employees. According to the Customer Experience Maturity Study in Romania 2024, the companies registered great results by adopting CX methodologies and fostering a customer-centric culture:
67%
grow loyalty, retention, and sales
42%
reduced contact center volume and complaints
60%
improved process efficiency
32%
Retained and engaged employees
It’s happening and it’s working!
CX turns buyers into loyal customers, employees into brand believers, and processes into growth engines. It’s what drives smoother processes, stronger organisational culture, and measurable financial growth.
If you haven’t made CX a priority yet, now’s the time. The companies investing in CX today will be leading tomorrow.
We’re here to help you get ahead with the right tools, strategies, and mindset.
Who We Are
We are the leading experts in Customer Experience in Romania, dedicated to helping organisations build better customer interactions through tailored CX strategies, optimised processes, and a customer-centric culture.
We started with a strong belief: to raise service standards, bring international trends and best practices to our region, and empower businesses to meet and exceed expectations, one interaction at a time.
We’re not just consultants, we’re practitioners. Our team includes internationally recognised specialists who have shaped customer strategies, driven real transformation, and improved the experience for customers, employees, and partners alike.
We’ve seen how powerful CX can be when done right. It builds loyalty. It creates internal alignment. It drives long-term financial growth.
But we didn’t get here by accident. This journey began with one person’s vision, and the courage to start something new, in a field that barely existed locally at the time.
Meet Our Founder
Gabriela Ciupitu is the heart and mind behind Customer Experience Romania. In 2025, she was named the #1 CX Influencer by Customer Experience Magazine, recognition earned through years of strategic work and meaningful results. As a Certified Customer Experience Professional (CCXP) Gabriela brings not just knowledge, but real dedication to the field.
A passionate CX advocate and a hands-on expert, she’s helping companies across Romania and Southeast Europe create and implement CX strategies leading to stronger loyalty, better retention, and sustainable revenue growth.
Her approach is practical, collaborative, and grounded in the market reality. Whether she’s mapping complex customer journeys or guiding a leadership team through change, Gabriela is a true partner working side by side with companies to build experiences that truly make a difference.
What drives her? Impact. Purpose. And a deep belief that better experiences create stronger businesses and better lives for customers, employees, and partners alike.
What We Do
We help you redefine customer and employee interactions, optimise processes, grow revenue and foster loyalty through actionable insights and innovative solutions.
We deliver tailored solutions that align your business with customer needs, optimise operations, and build a customer-centric culture. With the right strategy, the right tools, and a team that’s empowered to act, Customer Experience becomes more than a priority. It becomes your competitive advantage.
Partner with us to shape your CX transformation and achieve lasting, measurable results.
CX Programme
CX programmes created for your company that align with your business goals, from strategy and culture to operational excellence.
CX Leadership
Build or transform CX leadership in your company, establish a CX governance framework, and create a robust CX organisational structure.
CX Trainings
Customised training for top management, middle management, and employees, covering strategic alignment, customer journeys, and customer feedback.
Customer Journey Management
Map customer personas, design their journeys, prioritise impactful projects, and integrate feedback tools for continuous improvement.
Customers Understanding
Identify touchpoints, centralize feedback, and optimise internal information flows for actionable customer insights.
CX Performance Management
Align customer satisfaction metrics with business goals and establish a comprehensive monitoring system.
Digital Experience Transformation
Seamlessly manage digital experience projects using customer journey and design thinking methodologies to align processes.
Customer Service Transformation
Improve processes, implement omnichannel systems, and upskill employees with CX and soft skills training for exceptional service delivery.
Certified CX Masterclass
Romania’s only programme certified by the Customer Institute, designed for professionals who want to go deeper into CX strategy and practice. It offers a clear, structured approach to Customer Experience, covering key principles, real-world applications, and emerging trends. At the end, you'll earn the Certified Customer Centricity Expert (CCCX) credential, recognised internationally.
Our Happy Clients
The best proof of impact? What our clients say.
“Gabriela provided Moldcell with valuable advice in developing our customer experience strategy, adapting best practices to the company’s context. She conducted interactive training sessions for our team, ensuring that all members understood and embraced the new customer-centric approach.
The impact of working with Gabriela has been remarkable and measurable: Moldcell’s transactional NPS score increased by more than 10 percentage points and the time taken to resolve customer complaints was reduced by a factor of 3.
These results speak for themselves about the professionalism of Gabriela’s approach. Her dedication and attention to detail was evident in every interaction. The passion with which she led us inspired the entire team to put the customer at the centre of everything we do.” – Carolina B, CEO
Who Supports Us
Behind every transformation, there’s strong collaboration. We’re proud to work with trusted partners who share our commitment to customer-centric growth. From global CX networks to local companies, their support strengthens our impact and helps us deliver lasting results.
Latest Perspectives
We stay close to what’s happening in Customer Experience, so you don’t have to catch up later.
Here, we share ideas, insights, and lessons learned from our work and the global CX community.
Because better experiences start with better understanding.
A Conversation with a CX Expert: Discovering Customer Experience Insights from Ian Golding
With over 20 years of global experience in business improvement and CX leadership, Ian Golding, one of the most respected voices in Customer Experience, shared his insights on what it truly means to deliver exceptional experiences, and how professionals can raise the bar in this ever-evolving field.
The Impact of AI on Employee Effectiveness
As artificial intelligence continues to advance at a rapid pace, businesses around the world are experiencing profound shifts in workforce dynamics. The World Economic Forum’s Future of Jobs Report 2025 reveals that AI is not only transforming industries, but also redefining the roles, skills and overall effectiveness of employees.
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