Customer eXperience [en]

The Impact of AI on Employee Experience – Transforming Workplaces for the Future

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 […]

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Discovering Customer Experience Insights from Ian Golding: A Conversation with a CX Expert

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

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Best practices for using and analysing data to improve the customer experience – Valentin Radu, Founder and CEO, Omniconvert

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

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How we built from scratch the CX strategy that inspired the whole group – Interview with Ioana Barbu, CX Manager, Daikin Romania

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

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Empowering Employees, Winning Customers: The Transformative Power of Customer Journey Mapping

In the ever-evolving landscape of business, delivering exceptional customer experiences (CX) is not just a competitive advantage – it’s essential for survival. The customer journey, the complex path from initial awareness to long-term loyalty, is key to unlocking customer satisfaction, loyalty, and ultimately, business growth. One of the most powerful tools for understanding and optimising

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Customer Experience Evolution in Organisations

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

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Customer Experience Manager – between responsibilities and challenges

Recently, there has been an increase in the number of companies looking to recruit Customer Experience Managers or Customer Experience Specialists. It is good news that organisations in Romania understand the usefulness of these roles and are willing to take steps to develop the CX function. Depending on the specific domain or industry in which

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