CX Maturity Study

In 2023, we launched the first CX Maturity Study in Romania to map out how organisations approach customer experience and to inspire better, smarter strategies. In 2024, we expanded the study to Moldova.

The study analyses the 6 pillars: CX Strategy, CX Culture and Governance, Employee Journey, Customer Journey, Voice of the Customer, Processes and Technologies, giving a clear, up-to-date image of the domain.

We’re making past editions available for free to you to receive, and inviting you to contribute to this year study. Together, we can drive meaningful change across the region.

We hope it will be a source of inspiration and a valuable tool in your work.