CX Conference Bucharest 2025

14 - 15 OCTOBER

HIGH TECH - HIGH TOUCH

exploring the future of CX in Southeast Europe

CX Conference Bucharest brings together CX leaders, top managers and industry experts to explore how organisations in Romania and SEE can adapt to change. Together we’ll see how the latest technologies and human connection can come together to create memorable experiences for customers, employees and businesses.

New in 2025

Customer Centricity Index – a new research, developed in partnership with Ipsos, reveals how customers evaluate their experiences with brands across major industries in Romania.

Customer Centricity Gala – a celebration of the companies setting the standard for customer excellence. Romania’s most customer-focused brands are recognised for the best results in the Customer Centricity Index.

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

A true visionary in the fields of Customer Experience (CX), Employee Experience (EX) and Experience Management (XM), Bruce Temkin guides organisations towards a more human-centred approach. Often referred to as the "Godfather of Customer Experience", Bruce is known for his ability to forecast technology-driven trends, simplify complexity, and offer clear, actionable insights. His work helps leaders navigate uncertainty and drive meaningful change in their organisations.

Bruce Temkin

Founder

Olga_Potaptseva_CX Conference Buchatest 2025 speaker

Olga Potaptseva is partnering with organisations worldwide to enable harmonious customer-informed operating models that benefit customers, employees, and the bottom line. Known for her practical, hands-on approach, she always strives to deeply understand the business, stakeholders, strategic objectives, change barriers, and trust factors before jointly implementing customer-centric change. It's about allocating resources wisely, prioritizing investments, and ensuring every action enhances both customer and business value.

Olga Potaptseva, CCXP

CEO

With a background in Market Research, Andreea Coca is passionate about combining data-driven insights with a human-centric approach for personalised, memorable, and meaningful experiences as well as organizational customer-centric transformation. She is a Chartered Marketer and Certified Customer Experience Professional, learning from and contributing to local and global communities whose goal is to increase the level of CX Maturity.

Andreea Coca

CX Manager & Research Lead

Gabriela Rosca helps organisations and leaders navigate an era of accelerated innovation and change. With her clear perspective on the opportunities and challenges posed by artificial intelligence (AI) and automation, Gabriela emphasises the urgent need to integrate human and artificial workforces. She stresses that the future of work is not only about coexistence, but also about close collaboration between humans and technology.

Gabriela Rosca

Co-founder

Alina Dimbean has over 15 years experience in customer experience, customer insights and communication. She leads complex transformations that bridge the gap between what customers need and how companies deliver. She is passionate about building organizations where customers feel valued, employees are empowered, and decisions are grounded in real, actionable insight.

Alina Dimbean

Customer Excellence Director

Bülent Duagi works as an Executive Adviser on strategy and foresight with business leaders of Tech companies, to prepare their organisations better for what's coming next. He is also actively involved in developing local professional communities like Product Makers, Leaders in Tech, IAF Romania, Alumni VIP and others, for facilitating collaborations and for raising the professional level of different areas in the country.

Bulent Duagi

Executive Adviser on Strategy & Foresight

Hunor Kovacs is the Managing Director of Graia, 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

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

At RetuRO Sistem Garantie Returnare, Oana Aftenii built the CX team from scratch in under a year as part of Romania's largest circular economy project to date. This initiative has supported over 70,000 retailers and manufacturers within SGR. She believes that the customer experience begins with the employee experience: motivated, valued and heard employees who carry that same energy forward to customers. She has transformed feedback and challenges into concrete actions, establishing a culture in which internal collaboration directly reflects external trust.

Oana Aftenii

Customer Experience Manager

Mihai Ciuta is a market research professional with a strong background in customer experience and insights. He has worked for reputable companies such as Raiffeisen Bank Romania, Coca-Cola HBC and Nielsen, and has many years of experience in the field. Passionate about analysing consumer behaviour, he has a proven track record of identifying gaps in customer experience across various touchpoints. He is highly skilled in managing various types of research projects and possesses excellent communication and leadership abilities.

Mihai Ciuta

CX & Research Lead

Ileana has been with Mega Image since 2001, accumulating over 20 years of retail experience. She holds a double degree in Law and Communication and Public Relations, and also has a Master's degree in Public Relations in Marketing. She has 9 years of experience in law and has been leading the Human Resources department for 17 years, as Vice President of Human Resources, member of the Executive Committee. During these years, Ileana has gained experience in various areas, such as Internal Communication, Employer Branding, Diversity and Inclusion, Change Management, Mergers and Acquisitions, Psychological Safety, etc

Ileana Alexandru

HR Vice President

Roxana Craciun is HR Director at Medicover Romania, with over 18 years of experience in human resources, leadership and organisational transformation. She believes employee experience is not just an HR initiative, but a core part of the brand promise. At Medicover, she leads people-first projects that connect internal culture with customer impact, building trust through empathy, collaboration and authentic leadership in one of the most human-centred industries: healthcare.

Roxana Craciun

HR Director

Dorian Cazacu is responsible for managing and developing client relationships, as well as consulting, marketing and training activities, at Ipsos. With over 20 years' experience in marketing research, he works closely with organisations in various fields, helping them to integrate insights into successful strategies. His professional career has taken him to some of the most prestigious companies in the research industry. In recent years, he has been involved in numerous research programmes, such as Superbrands and Progresiv Awards, which recognise excellence and reward performance in various industries.

Dorian Cazacu

Senior Client Director

Ewelina is the Omnichannel Lead Expert and Product Owner at BNP Paribas in Poland. Having previously worked for the bank in a variety of different roles, she now specialises in omnichannel customer engagement and experience. A keen advocate of the power of technology to create personalised, responsive customer journeys across all channels and touchpoints, she has achieved fantastic results with the Verint solutions implemented at BNP Paribas. Ewelina strives to enhance CX across all customer interactions, delivering a great experience every time for every customer.

Ewelina Pabich-Dabrowska

Omnichannel Lead Expert/Product Owner

Patrycja is the Product Owner Customer Communication at BNP Paribas Poland. During her almost eight years at the bank, she has driven customer engagement through a series of forward-thinking initiatives. An experienced CX leader, she is keen to leverage the power of AI to understand customer intent and sentiment, helping agents to respond empathetically and deliver improved customer service.

Patrycja Kazmierska

Product Owner Customer Communication

Alina Birsan is the founding manager of AB Traduceri and Vice President of ELIA (European Language Industry Association). With nearly two decades of experience in the language services sector, she empowers organisations to communicate seamlessly across cultures through innovative linguistic solutions and technology-driven project management. A strong advocate for balancing efficiency with human value, Alina has led numerous international initiatives, including ELIA’s Focus on PM conferences and eLearning programmes.

Alina Birsan

Founding manager

Gabriela Ciupitu_CX Conference Buchatest 2025 speaker

Gabriela Ciupitu is ranked #1 in the Top CX Influencers worldwide, according to Customer Experience Magazine. Her CX expertise guides businesses in Romania and SEE towards strong, customer-centric strategies. As a CCXP and co-author of "Customer Experience 4," Gabriela's recognised approach extends to international organisations, including the Customer Institute board and International CX Awards jury.

Gabriela Ciupitu, CCXP

Founder

host

Alex Glod, Storyteller, Trainer & TEDx Speaker at StoryArc

For over 12 years, Alex has been working with leaders, marketers and professionals from the corporate and NGO sector to help them tell their stories with impact, to connect with their audiences, and to provide them with a memorable experience.

He is an expert in Storytelling applied in Public Speaking, Entrepreneurship and Leadership, he is an Art of Hosting Practitioner and he manages to involve any audience in an interactive and emotional learning process.

CX Conference Agenda

14 October - The CX Conference

15 October - The CX Workshops

CX Mentorship

IAN GOLDING, CCXP

A collaborative group mentorship session designed to answear your questions and challenges and provide tailored guidance, helping you gain clarity and discover fresh approaches to apply within your organisation.

Future of CX in 2035: Foresight x CX

BULENT DUAGI

GABRIELA CIUPITU, CCXP

A hands-on workshop where you’ll learn and practice how to use 3 foresight tools designed to identify tomorrow’s customer experience challenges, and shape the solutions.

Commercial Excellence in B2B Though Human-Centricity

OLGA POTAPTSEVA, CCXP, CCX

An interactive session where you’ll explore practical tools and solutions to break down silos, align around customer needs, and enhance performance through purpose-driven KPIs.

Partners

The exceptional journey at CX Conference Bucharest 2025 is brought to you by our valued partners.

Romanian CX Professionals Community Partners

Customer Centricity Index Partner

Event Partners

Strategic Partners

Media Partners

Venues

We look forward to welcoming you, on 14^th of October for the CX Conference at the Le Château, a charming place in the heart of the city, on Turturelelor 11 Street, Sector 3, near Piața Alba Iulia.

And, on 15^th of October, for the CX Workshops at the Maidan Spatiul, in an unconventional and friendly atmosphere, on Expoziției 2 Bld, Sector 1. It’s the perfect home for CX conversations that matter.