The State of CX Centricity in Romania is a must-have for every leader.

With clear data, actionable insights and practical priorities, this report helps companies close the gap between what customers experience and what they truly expect.

As the first cross-industry benchmark in Romania, it measures customer perceptions of brands, tracks the evolution of customer experience, and highlights areas where organisations are making progress and areas where expectations still outpace delivery.

Combining three years of CX Maturity research (developed with Staffino) and the Customer Centricity Index (developed with Ipsos), the report provides a comprehensive overview of the state of CX in Romania in 2025. It shows how expectations are shifting, where delivery falls behind, and how leaders can translate insights into clear priorities and actions.

A practical tool for CEOs and CX leaders, it enables benchmarking, a deeper understanding of customer expectations, and the shaping of strategies that drive sustainable business growth.