CX Strategy Programme
Building Strategy. Activating Culture. Delivering Experiences.
The Customer Experience Romania’s Transformation Programme is a comprehensive journey that helps organisations build a strong, customer-centric foundation and deliver consistent, memorable experiences. Based on the 6 core pillars of the CX Romania Framework, the programme moves from strategic alignment to tactical coordination and operational execution, ensuring that every part of the business contributes to a unified customer experience.
🧠 CX Strategy
The foundation of the programme is a well-defined CX strategy, shaped by a clear understanding of the organisation’s maturity level, benchmarked both against the Romanian market and international best practices. Through our hands-on workshops and dedicated mentorship, we provide valuable guidance to help leadership teams define a compelling CX vision that directly supports business objectives. Together, we co-create customer personas based on real insights, ensuring that every strategic decision reflects genuine customer needs and expectations. The structured support we offer through interactive sessions and expert facilitation is consistently recognised as one of the most impactful elements of the transformation journey.
❤️ Customer-Centric Culture & Governance
True transformation starts with a mindset. That’s why a key part of the programme focuses on building a customer-centric culture and governance model. Through tailored training, facilitated workshops, and expert support, we help teams internalise CX values and strengthen cross-functional collaboration. We empower leaders to become active culture ambassadors, while establishing clear roles and governance to sustain the change. The result is a unified organisation where customer focus is embedded in daily actions and collaboration becomes a natural way of working.
🔍 Customer Insights & Understanding
Transformation happens through listening. Through our Customer Insight & Understanding projects, we implement Voice of Customer (VoC) programmes and conduct qualitative and quantitative research to gain actionable insights. We empower teams to understand not only what customers do, but why they do it, enabling more proactive, personalised, and meaningful experiences. We guide teams to go beyond surface behaviour to understand the motivations behind it. This deep insight enables more informed decisions and the design of proactive, personalised and impactful experiences that truly resonate with customers.
🎨 Customer Journey Management
Customer Journey Management is essential for turning customer insights into consistent, value-driven experiences. This pillar focuses on developing the capabilities and structures needed to manage journeys end-to-end across teams, channels, and touchpoints. We guide teams in building a journey-based operating model that connects customer insights, internal processes, and performance metrics, identifying friction points, and co-creating future-state experiences that align with both customer needs and business outcomes. This approach transforms the way organisations work, embedding accountability, collaboration, and continuous improvement at every stage of the journey.
💻 Technology
CX Technology ensures that your tools, platforms, and systems are not only efficient, but also aligned with the latest trends and your customers’ digital preferences.
We work with organisations to assess and implement the right technologies to support data-driven decision-making, seamless customer interactions, and integrated journey management. From CRM and VoC platforms to omnichannel solutions and internal collaboration tools, we’ll help you build a tech ecosystem that’s agile, scalable, and ready to deliver the experiences your customers expect now and in the future.
📊 Performance Management
What gets measured, gets improved. Measure what matters and turn insight into impact. We help you define and track the right metrics, those that reflect both operational efficiency and customer value. We’ll focus on building clear, actionable dashboards and KPIs that connect the dots between customer experience and business outcomes. By aligning teams around what truly matters, you create a culture of accountability, informed decision-making, and continuous improvement.
Let’s make this happen! Take the first step toward shaping your customer experience today.
