Customer eXperience [en]

As artificial intelligence (AI) 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. While AI-driven automation raises concerns […]

We had the joy and honour of talking with Mr. Ian Golding, a globally renowned Customer Experience thought leader, at his first visit in Romania, on the occasion of his participation as a keynote speaker at the CX Conference Bucharest 2023. With over two decades of experience in business improvement and a unique perspective on

Valentin Radu is the founder and CEO of Omniconvert, a company that focuses on measuring the return on experience and investment in implementing an effective customer experience strategy. He shared with us some best practices that any organisation looking to delight their customers and optimise their CX strategies should consider. If you were to share

A solid Customer Experience (CX) strategy is essential to build lasting customer relationships and ensure long-term success. An example of best practice in this regard can be found in companies in our country. Daikin Romania has undergone a remarkable organisational transformation towards a customer-centric culture. In an exclusive interview, Ioana Barbu, an experienced leader who

Over the past decade, we have witnessed the evolution and transformation of the role and responsibilities of Customer Experience in organisations across industries. This responsibility began as a virtual presence in committees with departmental representatives. Over time, customer experience has become the responsibility of a well-defined position in the organisation chart. As market and customer