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

The report offers clear data, practical insights and a strategic view of customer expectations in 2025. It helps organisations understand where they stand and where they need to improve. It shows the real gap between what customers experience and what they expect.

CX Centricity highlights the areas where brands deliver well and the areas where delivery still falls behind. Leaders gain a realistic picture of the Romanian market and the forces shaping customer behaviour.

The report is the first cross‑industry benchmark for Customer Experience in Romania. It measures customer perceptions across multiple sectors and tracks how these perceptions evolve. It reveals the strengths and weaknesses of the market and the shifts that influence customer loyalty and trust.

The analysis combines three years of CX Maturity research (developed with Staffino) and the Customer Centricity Index (developed with Ipsos). This unique combination offers a complete view of CX performance in Romania. It shows how maturity levels change, how expectations evolve and how organisations respond to new challenges.

Our research provides clear priorities for action. Leaders can identify the most important gaps and the areas with the highest impact on customer satisfaction. The insights support better decisions, stronger strategies and more effective CX investments. Every recommendation is practical and grounded in real customer data.

A valuable tool for CEOs, CX leaders and transformation teams, it enables benchmarking, strategic planning and internal alignment. It helps organisations understand what customers value most and how to deliver experiences that drive sustainable growth. It is a guide for leaders who want to build customer‑centric organisations and stay ahead in a competitive market.