From concept to mindset

CX Conference Bucharest 2024

Discover the balance between
HUMAN & DIGITAL EXPERIENCE

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.

Get invaluable insights from our inspiring speakers

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.

Ian Golding, CCXP

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.

Mohamed Latib, Ph.D

CEO

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.

Stefan Osthaus

President & Founder

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.

Codin Caragea

Head of Customer Experience

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.

Carolina Bugaian

General Director

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.

Alexandru Niculescu

Vice President of Operations

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.

Ana Magalia

Director CX and Client Management

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.

Ioana Barbu

CX Manager

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.

Sabina Cohen Vida

Director CX Programs

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.

Hunor Kovacs

Managing Director

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.

Ioan Bleza

Product Owner

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”.

Mircea Capatina

Co-founder & Marketing Director

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.

Valentin Radu

CEO

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.

Catalin Serban

Senior Expert Data Solutions & Insights

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.

Stefan Dumitru

Regional Manager SEE

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.

Gabriela Ciupitu, CCXP

Co-founder

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.

Adrian Lipolit

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.

CX Conference Agenda

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.

Testimonials

What a great experience! I was amazed by the number of people that participated. We could feel the engagement of the attendees... They were really expecting a lot from this first CX event in Romania: Believe me, they were not disappointed! We had incredible insights from CX specialists coming from all over the world to represent CX and Cemantica again was very proud to be part of it.

Still riding the wave of inspiration at the CX Conference Bucharest 2023 by the ECXA24 eminent partner, Customer Experience Romania! It's been an incredible opportunity to delve into the CX trends and initiatives of top CX professionals and soak up invaluable insights. Let the learning and networking continue!

Customer Experience Conference 2023 - the first one of its kind in Romania and an incredibly inspiring event. What I didn't know when I first got the invitation to this conference was that my outlook on our industry and the way I envision my career was about to change forever. And here's why. It made me realize how lucky I am to be part of such an exceptional community of CX professionals and enthusiasts, people who put heart and careful consideration into everything they do, who constantly strive to translate complex feelings into business decisions - not an easy task at all if I may add. I felt my heart fill with joy and hope as I listened to Mohamed Latib, Ph.D and Ian Golding speak so beautifully about the opportunities and challenges we face as part of our mission to deliver exceptional experiences to our customers, and I left this conference more inspired than ever. I would like to express my most sincere appreciation for the push the Customer Experience Romania Conference gave me and for reigniting the spark in a wandering CX soul.

Fantastic to be part of the first ever Customer Experience conference to take place in Romania, organized by Customer Experience Romania. Congratulations Gabriela Ciupitu, Adrian Lipolit and all speakers for the knowledge sharing of regional and international CX best practices and more. Great to meet other CX enthusiasts and learn from their experience in transforming CX from concept into company mindset.

October has always been a month full of learning experiences. This year, among others, I had the oportunity to immerse myself in a full day of knowledge-sharing at the first CX Conference in Romania. It was refreshing and quite amazing to be surrounded by over 200 CX professionals, including our dedicated CX leader Alina Dimbean, all committed to placing the customer at the heart of everything they do. The passion with which each speaker discussed their work was remarkable. Meeting Ian Golding was a highlight, and his words were nothing short of inspirational. I'm eagerly anticipating diving into his latest work. Big thanks to Customer Experience Romania and Gabriela Ciupitu for making this event possible. See you next year for more insightful experiences!

A huge congratulations to Customer Experience Romania for organising such a fantastic event, with over 250 attendees! The amount of CX wisdom that was shared was mind-blowing, and I'm so grateful to have had the opportunity to contribute to the discussions as one of the speakers. I can't express how inspired I am after attending this conference. The energy and enthusiasm in the room were contagious! Already looking forward to my next trip to Romania.

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

Event organised by

Customer Experience Influencer SRL

CUI RO51584729

J2025024610006

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From concept to mindset

CX Conference Bucharest 2024

October 16 - The CX Conference

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

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

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

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

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

Blood, Sweat and Tears in AI Implementations

Journey for a Smarter Customer Flow

Romanian Customer Experience Best Practices

Integrating Customer and Employee Experience: the Path to Sustainable Growth

October 17 - The CX Workshops

World-Class CX Governance & Performance Management

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

Emotional Intelligence & Empathy impact on Customer's Loyalty

CX Conference Venue

Experience the Highlights from Last Year CX Conference

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

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

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

Blood, Sweat and Tears in
AI Implementations

Romanian Customer Experience
Best Practices

Emotional Intelligence & Empathy impact
on Customer's Loyalty

Experience the Highlights from Last Year
CX Conference