From concept to mindset

CX Conference Bucharest 2024

16 - 17 OCTOBER | INTERCONTINENTAL ATHÉNÉE PALACE

CX Conference Bucharest 2024 brings together industry experts, top managers, and CX leaders.

Join us for 2 days of inspiration, workshops, insights, and networking at InterContinental Athénée Palace Bucharest.

Together, we’ll explore the right balance between Human and Digital in crafting the perfect Customer Experience.

Join us on October 16 and 17  from 9:00 AM to 5:30 PM  for an extraordinary and inspiring experience!

We believe in breaking down barriers and providing professionals in our region with the tools and knowledge they need to grow, learn, and collaborate.

CX Conference Bucharest 2024 is a unique opportunity for you to discover how to drive growth, reduce costs, retain customers, and strengthen your brand through exceptional customer experiences.

ARE YOU READY?

Don’t miss it!  

Develop your skills in one of the most important areas of modern business. Join us at the CX Conference Bucharest 2024 and unlock the true potential of customer experience.

Ian Golding, CX Conference speaker
Ian Golding, a renowned CCXP-certified consultant, empowers top companies with strategic guidance on CX, measurement, improvement, and employee advocacy. With extensive expertise spanning retail, finance, logistics, telecoms, and pharmaceuticals, Ian has globally implemented effective CX tools and methodologies. He also offers comprehensive training and mentoring, supporting CX professionals in attaining their CCXP accreditation.

Founder

Mohamed Latib has been involved in CX work for over 35 years designing CX workshops, leadership development, and cultural transformation. He has developed training and provided strategic consulting for such brands as Kohl’s, The World Health Organization, Fossil, TransUnion, The World Bank, Project Management Institute, Citi Bank, Crowe, Singapore Post, Malaysia Telekom, Reliant Energy, Konica Minolta, and many others.

CEO

Stefan Osthaus, President & Founder of Customer Institute - CX Conference Bucharest 2024 speaker
Stefan Osthaus is a Customer & Employee Experience Expert. Starting 2018, he's been developing Customer Institute, a global organisation that provides the CX global standards and helps holding organisations accountable and honest in their commitment to customer centricity. In 2013, he founded Experience 5, a company that helps large, multi-BU, multinational organizations to improve their customer experience programs and complement them with employee experience efforts.

President & Founder

Codin Caragea, Head of Customer Experience at Alinma Bank - spekaer at the CX Conference Bucharest 2024
Codin Caragea is a certified customer experience professional (CCXP) and a Lean Six Sigma black belt. With a rich 23-year journey across banking, management consulting, and utilities he is a visionary leader and a fervent advocate for customers. With a relentless drive to lead transformative change, he builds strategies that deliver exceptional value and foster world-class customer experiences.

Head of Customer Experience

 

Carolina Bugaian, General Director of Moldcell - CX Conference Bucharest 2024 speaker
Carolina Bugaian has extensive experience in the fields of telecommunications, financial management, corporate governance, project management, financial audit in Moldova, Romania, Russia, Nepal, and other Eurasian countries. She actively promotes good corporate governance, ESG principles, women economic empowerment, digital inclusion and education contributing to Moldova's development and beyond through her involvement in key NGOs and business associations.

General Director

 

Alexandru Niculescu, VP of Operations at eMag - speaker at the CX Conference Bucharest 2024
Alexandru Niculescu oversees warehouse, delivery, aftersales, and customer support for eMAG in Romania, Bulgaria, and Hungary. With over 25 years of experience in logistics and customer operations, he has managed over 150 million EUR in logistics investments for eMAG, and led significant automation and CRM implementations to increase employee productivity, delivery capacity, and customer satisfaction.

Vice President of Operations

 

Ana Magalia - Director of CX at Hurdle, speaker at C Conference Bucharest 2024
Ana Magalia is a creative change leader, with over 15 years of experience in IT, virtual payments, and travel technology. Driven to achieve amazing Customer Experience, she is particularly strong at using analytics to gain a realistic business understanding, forecast and plan efficient strategies, always making sure that the customer, be it internal or external, is put first.

Director CX and Client Management

 

Ioana Barbu, CX Manager at Daikin Romania - speaker at the CX Conference Bucharest 2024
Ioana Barbu has over a decade of experience in delivering exceptional customer experience and fostering innovation through customer-centric strategies. At Daikin Romania, Ioana successfully led the transition from a B2B to a B2B2C business model, driving the transformation towards a customer-focused company culture. She leads the implementation of action plans with a hands-on approach, working closely with cross-functional teams to create a meaningful impact on all customer interactions.

CX Manager

 

Sabina Cohen Vida, Director CX Programs at Bitdefender - CX Conference Bucharest 2024 speaker
Sabina Cohen Vida brings 9 years of expertise in delivering outstanding customer experiences across both B2C and B2B sectors. Passionate about customer-centricity, she excels in driving Voice of the Customer programs and fostering a culture focused on customer needs. With a hands-on approach, Sabina collaborates with cross-functional teams to create impactful, customer-first strategies that resonate throughout the business.

Director CX Programs

 

Hunor Kovacs, Managing Director at Geomant - speaker at the CX Conference Bucharest 2024
Hunor Kovacs is the Managing Director of Geomant Romania, with 20 years of experience delivering innovative solutions for contact centers and customer experience departments. Having worked with customers from over 20 countries, Hunor brings a rich multicultural perspective to his work. A fast learner and tech enthusiast, he continuously explores new technologies, including AI, to enhance customer service and CX strategies.

Managing Director

 

Ioan Bleza, Product Owner at Banca Transilvania - speaker at the CX Conference Bucharest 2024
Ioan Bleza is an experienced economist with 18 years of experience in the financial services sector, specialised in finance, computer science, and commercial operations. Known for exceptional customer interaction and problem-solving skills, Ioan consistently delivers solutions that enhance business performance. He is skilled in integrating financial insights with technology to improve customer experience and drive organizational growth.

Product Owner

 

Mircea Capatina, Co-founder Smart Bill - speaker at the CX Conference Bucharest 2024
Mircea Capatina is a well-known Romanian entrepreneur and investor. He started his entrepreneurial journey 18 years ago together with Radu and Ioana Hasan. Currently he is involved in various business ventures. Mircea is also one of the investors on the Romanian version of the TV show "Shark Tank," known as "Imperiul Leilor”.

Co-founder & Marketing Director

 

Valentin Radu, CEO at Omniconvert - speaker at the CX Conference Bucharest 2024
Valentin Radu is the mind behind the CVO movement: he launched the CVO Academy with prominent professors and practitioners who teach people how to achieve sustainable growth by understanding and caring about their customers, and he is the author of The CLV Revolution - a practical guide to companies willing to transform themselves thanks to customer value optimization. His current company, Omniconvert, provides growth solutions to hundreds of retail companies like Decathlon, Tempur, and Orange.

CEO

 

Catalin Serban, Senior Expert Data Solutions & Insights at OMV Petrom - CX Conference Bucharest 2024 speaker
Catalin Serban is a Senior Expert in Data Solutions and Insights with over 7+ years of experience. He is specialized in data analytics, strategy development, and project management. Catalin has a proven track record of using data to uncover business opportunities and drive strategic initiatives.

Senior Expert Data Solutions & Insights

 

Stefan Dumitru, Country Manager Staffino - speaker at the CX Conference Bucharest 2024
Stefan Dumitru has a background in sales and management and is passionate about delivering high quality solutions that enhance customer and employee experience, increase engagement and drive growth. The organisation he leads, Staffino, helps companies of all sizes and industries achieve their goals and thrive by weaving cutting-edge technology with innovative Customer and Employee Experience solutions.

Regional Manager SEE

 

Gabriela Ciupitu, CX Conference speaker
Gabriela Ciupitu is ranked #3 in the Top CX Influencers in the World, according to Customer Experience Magazine. Her CX expertise guides businesses in Romania and SEE in implementing customer-centric strategies. As a CCXP and co-author of "Customer Experience 4," Gabriela's recognized approach extends to international organisations, including the Customer Institute board.

Co-founder

 

Adrian Lipolit, CX Conference speaker
Adrian Lipolit, with 30+ years of experience in multinational companies, entrepreneurship, and consultancy in Romania and SEE, prioritises outstanding customer, employee, and partner experiences. He actively contributes to the European Customer Experience Organisation and serves on the CX and Customer Centricity Awards judging team. With Gabriela Ciupitu, Adrian created the Romanian CX Professionals Community.

Co-founder

 

Join the CX Conference and discover valuable knowledge and practical solutions to find the right balance between Human and Digital Experience in designing Customer and Employee Experience.

What to Expect and Other Exciting Surprises

October 16, from 9:00 to 17:30, get ready for the CX Conference – a day of vibrant energy, invaluable insights, inspiration, delightful surprises, and exceptional networking opportunities.  

October 17, from 9:00 to 17:45, attend the CX Workshops to enhance your knowledge and  get answers to the most pressing questions.

Enjoy all the captivating topics and workshops on our agenda, indulge in delicious lunch breaks, energise with refreshing coffee breaks and a selection of drinks.

October 16 - The CX Conference

Let’s Start at the End of the Story - the Intended Impact of a Customer Led Strategy

IAN GOLDING, Customer Experience Consultancy

Learn what the true financial impact of a customer-led strategy should be, and how that can be realised in the short, medium, and long term.

The Right Balance Between Human
and Digital Experience in Designing
Business Strategy

ALEXANDRU NICULESCU, eMag

CAROLINA BUGAIAN, Moldcell

MIRCEA CAPATINA, Smart Bill

IAN GOLDING, Customer Experience Consultancy

GABRIELA CIUPITU, Customer Experience Romania

Discover how  to reshape the Customer Experience as AI drives enhancement, making it more personalized, efficient, and emotionally attuned.

Enabling a Human 'o' Tech Ecosystem
in the Lifestyle Economy

CODIN CARAGEA, Alinma Bank

Explore how human centric approach and empathy are integrated into the technology design.

The right mix of quantitative and qualitative
customer data for superior CX

VALENTIN RADU, Omniconvert

CATALIN SERBAN, OMV Petrom

Learn how combining qualitative and quantitative insights can results in more impactful decisions and foster stronger internal alignment on what truly matters.

360 VoC View – from the CX Maturity Study 2024 to the Customers Insights

STEFAN DUMITRU, Staffino

GABRIELA CIUPITU, Customer Experience Romania

ADRIAN LIPOLIT, Customer Experience Romania

Discover exclusive insights from the latest study on CX Maturity in Romania and Moldova, aligned with customers’ real perceptions from online reviews. We’ll explore the gap between the experiences companies believe they’re delivering and what customers are actually saying.

Blood, Sweat and Tears in
AI Implementations

STEFAN OSTHAUS, Customer Institute

Find out about AI implementations in CX. Discover what  the solutions, challenges and outcomes are, and how to “naturally” use “artificial” intelligence in CX.

Journey for a Smarter Customer Flow

HUNOR KOVACS, Geomant

IOAN BLEZA, Banca Transilvania

Explore how Geomant Queueing streamlined Banca Transilvania’s branch operations, reduced wait times, and elevated client satisfaction.

Romanian Customer Experience
Best Practices

ANA MAGALIA, Hurdle

IOANA BARBU, Daikin Romania

SABINA COHEN VIDA, Bitdefender

GABRIELA CIUPITU, Customer Experience Romania

Gain insights into the best CX practices in Romania and how an exceptional CX strategy and team will bring significant advantages to local business.

Integrating Customer and Employee Experience: the Path to Sustainable Growth

MOHAMED LATIB, CX University

Discover how you can synchronise EX and CX strategies in your company to create lasting value, improve customer satisfaction, increase revenues, and better brand perception.

October 17 - The CX Workshops

World-Class CX Governance & Performance Management

CODIN CARAGEA, Alinma Bank

  • Definition and importance of CX governance
  • Structure and roles within CX governance
  • Establishing CX policies and standards 
  • Metrics and KPIs for CX performance
  • Setting up a performance management system
  • Continuous improvement and feedback loops

How to Take the "Artificial" out of "AI" in Experience Management

STEFAN OSTHAUS, Customer Institute

  • The success factors and needed preparations for the introduction of AI in your experience management initiative.
  • Identifying ways to define, measure and execute success in AI-supported CX and EX management.
  • Define the strategy, objective and success path for the use of AI in CX before sourcing a random collection of tools.
  • Understand the adjustments in structure, infrastructure, as well as roles & responsibilities needed for a successful implementation of AI in CX.
  • After joining this workshop, you will be able to build a “natural”, well-integrated experience management system that leverages AI in the best possible way.

Emotional Intelligence & Empathy impact
on Customer's Loyalty

MOHAMED LATIB, CX University

  • Develop and utilize empathy skills in both personal interactions and digital contexts, to improve customer satisfaction.
  • Address and challenge underlying biases to enhance understanding and serving your customers effectively.
  • Learn, articulate, and implement emotional intelligence (EQ) skills to improve your interactions with both customers and colleagues.
  • Investigate barriers to effective communication among employees and with customers.

Select the ticket that suits you and your company’s needs and bring your entire team with you. 

*Please note: VAT will be added to the ticket price at checkout

The CX Conference and the CX Workshops will start at 9:00 AM and will end at 5:30 PM. With your ticket, you’ll receive an exclusive copy of this year’s CX Maturity study, including expert conclusions and insights. Enjoy all the captivating events on our agenda, indulge in delicious lunch breaks, energise with refreshing coffee breaks, and receive valuable materials and presentations.

The exceptional journey at CX Conference Bucharest 2024 is brought to you by our valued partners.

Want to create an unforgettable experience? Connect with the CX industry and present your brand to an eager and engaged audience. Build new connections and partnerships at CX Conference Bucharest 2024.  Join us as a partner and leave a lasting impact.

CX Conference Venue

 All exciting experiences happen here

We are welcoming you to InterContinental Athénée Palace Bucharest.

Located in the heart of Bucharest (Episcopiei 1-3, 010292) , our venue provides easy access from Piata Romana Underground Station and offers ample parking space.

Experience the Highlights from Last Year
CX Conference

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Free ”CX Maturity Study in Romania 2023”

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