by Customer Experience Romania It’s a moment you’ve probably experienced. You’ve just paid at the gas station, collected your ticket, and the cashier looks at you with a slightly forced smile: “If you were happy with our service, please leave us a 5-star review on Google. We have a monthly target.” Or it maybe happened […]
Why Google Reviews Have Become a New Form of Corporate Begging Read More »
by Customer Experience Romania At the right time of the year, when many companies are evaluating their direction and preparing plans for next year, the CX Conference Bucharest 2025, presented ideas and perspectives that will influence the way we build customer experience in 2026. The event, organised by Customer Experience Romania and coordinated by Gabriela
CX, What’s Next? Lessons Learned This Year and Priorities For 2026 Read More »
by Customer Experience Romania Long decision-making cycles are the number one global barrier to achieving Commercial Excellence, according to diagnostic results conducted by the consulting company European Customer Consultancy (ECC), founded by our friend Olga Potaptseva. Can human centricity speed up sales cycles? What Is Commercial Excellence? Commercial Excellence is a state of a business
Can Human-Centricity Speed Up B2B Decision-Making? Read More »
by Customer Experience Romania A satisfied customer does not necessarily mean a loyal customer. This is a lesson that many businesses learn the hard way. 83% of customers consider exceptional service to be the most important criterion when deciding where to buy (Khoros), and 80% abandon a brand after just two negative experiences (Qualtrics). The
Loyalty: what makes customers stay? Read More »
by Gabriela Ciupitu Mihai, a 52-year-old engineer, had been feeling exhausted for months. It wasn’t a typical tiredness, but a profound fatigue that was stealing his joy for life. His first visit to a clinic was quick and impersonal. The doctor, his eyes fixed on the monitor, ran through a checklist of symptoms, ordered some
By Gabriela Ciupitu Does this sound familiar? You invested a lot of time, money and creativity in a marketing campaign that you thought was great, but it’s taking a long time to produce results. It seems to get lost in the digital noise and people aren’t engaging with or buying your products or sevices. Why?
Customer Persona: How to understand and create your Customer Personas Read More »
by Gabriela Ciupitu 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
The Impact of AI on Employee Experience – Transforming Workplaces for the Future Read More »
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
