Thoughts in Action
What we do
Customer Experience that Drives Real Results
The companies we work with aim for sustainable growth by focusing on what matters most: customers, employees, and business partners. With the right strategy, digital tools, efficient processes, and empowered teams, exceptional customer experience becomes the key to earning loyalty, reducing costs and complaints, and accelerating growth.
We design and implement tailored solutions that align your business with customer needs, optimise operations, and build a customer-centric culture.
Our expertise spans strategy, operations, and transformation, ensuring measurable results. From mapping journeys to training teams, from strategy to action and implementing smart digital tools, we help turn customers and employees into advocates and position your business as a market leader.
Partner with us to shape your CX transformation and achieve lasting, measurable results.
CX Romania Framework - Where Mind Meets Heart
It’s not just a model. It’s a mindset. This framework ensures a truly customer-centric approach that is embedded at every level of the organisation.
Implementing it is not a one-off initiative, it’s a strategic journey that requires courage, clarity, and consistency.
CX is not a sprint. It’s a marathon grounded in data and empathy. Once you take the first step, you’ll witness not only the transformation of your customer experience, but also of your organisational mindset, behaviours, and processes, all aligned toward sustainable business growth.
Let’s shape your journey, and turn experience into impact.
Services
CX Strategy Programme
We deliver a tailored strategy that fits your business needs. Our Personalised CX Programme guides your company through every stage of customer experience transformation, from strategic planning to operational execution.
Gain a clear understanding of your CX maturity, implement customer-centric practices, and redefine journeys for your customers and employees.
This customised approach delivers measurable results, supports profitability, and builds loyalty.
CX Leadership
We help you create or refine CX leadership within your organisation, ensuring CX governance is aligned and effective. Whether you’re setting up new positions or restructuring your CX team, we provide expert guidance to build a strong framework that drives customer experience excellence.
- Replace, create and develop the CX leader position;
- Actively participate in CX Governance, boards, or committees.
- Design the CX organisational structure within the company.
Certified CX Masterclass
Romania’s only programme certified by the Customer Institute.
It is designed for professionals who want to go deeper into CX strategy and practice. It offers a clear, structured approach to Customer Experience, covering key principles, real-world applications, and emerging trends. At the end, you’ll earn the Certified Customer Centricity Expert (CCCX) credential, recognised internationally.
Customer Journey Management
Great experiences start with understanding your customers. Our Customer Journey Management service helps you define customer personas, design future-focused journeys, and prioritise projects that deliver the biggest impact. By integrating Voice of Customer tools, we ensure your journey evolves continuously to meet customer needs.
- Defining the Customer Persona;
- Present and future journey design;
- Project analysis and prioritisation;
- Continuous Customer Journey Management with integrated feedback tools (Voice of Customer and PM tool).
Customers Understanding
Our expertise helps you identify touchpoints, centralise feedback, and design efficient internal information flows to make better decisions. With our support, your organisation will build processes that deeply understand customer needs and act on them effectively.
- Define channels and points of interaction with customers;
- Centralise solicited and unsolicited feedback;
- Design and implement internal decision-making processes.
Customer Service Transformation
We help businesses improve service delivery by automating and optimising processes, developing omnichannel systems, and equipping employees with CX and soft skills training. With our support, your customer service becomes efficient, responsive, and aligned with your overall CX strategy.
- Automate and refine customer service processes;
- Performance Management for Customer Service;
- Build omnichannel systems for seamless interactions;
- Train employees in CX and soft skills for enhanced service delivery
Digital Experience Transformation
Our team manages end-to-end projects for implementing digital platforms, using methodologies like Customer Journey Mapping and Design Thinking to ensure your tools align with both customer and business needs.
- Project management for the implementation of digital platforms;
- Process design with Customer Journey and Design Thinking methodologies.
CX Performance Management
We work with businesses to define CX KPIs and align them with operational and business objectives. With a clear monitoring dashboard, you’ll have actionable insights to continuously improve the customer experience and track progress.
- Define and align customer satisfaction KPIs with operational and business KPIs;
- Create monitoring dashboard for ongoing improvement.
CX Trainings
Our tailored training programmes are designed for top management, middle managers, and employees at all levels. Each course combines theory, practical examples, and exercises to build awareness, refine skills, and align teams with your CX vision.
- CX Strategic
- CX Masterclass
- CX 101
- Customer Journey Map
- Voice of the Customer
- Employee Experience
Services
CX Strategy Programme
We deliver a tailored strategy that fits your business needs. Our Personalised CX Programme guides your company through every stage of customer experience transformation, from strategic planning to operational execution.
Gain a clear understanding of your CX maturity, implement customer-centric practices, and redefine journeys for your customers and employees.
This customised approach delivers measurable results, supports profitability, and builds loyalty.
CX Leadership
We help you create or refine CX leadership within your organisation, ensuring CX governance is aligned and effective. Whether you’re setting up new positions or restructuring your CX team, we provide expert guidance to build a strong framework that drives customer experience excellence.
- Replace, create and develop the CX leader position;
- Actively participate in CX Governance, boards, or committees.
- Design the CX organisational structure within the company.
Certified CX Masterclass
Romania’s only programme certified by the Customer Institute. It is designed for professionals who want to go deeper into CX strategy and practice. It offers a clear, structured approach to Customer Experience, covering key principles, real-world applications, and emerging trends. At the end, you’ll earn the Certified Customer Centricity Expert (CCCX) credential, recognised internationally.
Customer Journey Management
Great experiences start with understanding your customers. Our Customer Journey Management service helps you define customer personas, design future-focused journeys, and prioritise projects that deliver the biggest impact. By integrating Voice of Customer tools, we ensure your journey evolves continuously to meet customer needs.
- Defining the Customer Persona;
- Present and future journey design;
- Project analysis and prioritisation;
- Continuous Customer Journey Management with integrated feedback tools (Voice of Customer and PM tool).
Customers Understanding
Our expertise helps you identify touchpoints, centralise feedback, and design efficient internal information flows to make better decisions. With our support, your organisation will build processes that deeply understand customer needs and act on them effectively.
- Define channels and points of interaction with customers;
- Centralise solicited and unsolicited feedback;
- Design and implement internal decision-making processes.
Customer Service Transformation
We help businesses improve service delivery by automating and optimising processes, developing omnichannel systems, and equipping employees with CX and soft skills training. With our support, your customer service becomes efficient, responsive, and aligned with your overall CX strategy.
- Automate and refine customer service processes;
- Performance Management for Customer Service;
- Build omnichannel systems for seamless interactions;
- Train employees in CX and soft skills for enhanced service delivery
Digital Experience Transformation
Our team manages end-to-end projects for implementing digital platforms, using methodologies like Customer Journey Mapping and Design Thinking to ensure your tools align with both customer and business needs.
- Project management for the implementation of digital platforms;
- Process design with Customer Journey and Design Thinking methodologies.
CX Performance Management
We work with businesses to define CX KPIs and align them with operational and business objectives. With a clear monitoring dashboard, you’ll have actionable insights to continuously improve the customer experience and track progress.
- Define and align customer satisfaction KPIs with operational and business KPIs;
- Create monitoring dashboard for ongoing improvement.
CX Trainings
Our tailored training programmes are designed for top management, middle managers, and employees at all levels. Each course combines theory, practical examples, and exercises to build awareness, refine skills, and align teams with your CX vision.
- CX Strategic
- CX Masterclass
- CX 101
- Customer Journey Map
- Voice of the Customer
- Employee Experience
