Confirmed speakers include Ian Golding, one of the world\u2019s most respected CX consultants, Bruce Temkin, founder of TemkinSight and pioneer of the Customer Experience discipline, and Olga Potaptseva, CEO of European Customer Consultancy and a recognized expert in organizational culture transformation. They will be joined by top professionals from Romania: Andreea Coca, CX Manager & Research Lead at Pluxee Romania, Mihai Ciuta, CX & Research Lead at Raiffeisen Bank Romania, Oana Aftenii, Customer Experience Lead at Returo, Gabriela Ro\u0219ca, co-founder of Smart HR, Alina Dimbean, Customer Excellence Director at Delgaz Grid, B\u00fclent Duagi, Strategy & Foresight Adviser at Sense & Change, Hunor Kovacs, Managing Director at Geomant, \u0218tefan Dumitru, Regional Manager SEE at Staffino, as well as Gabriela Ciupitu, founder of Customer Experience Romania, named in 2024 the world\u2019s most influential CX professional.<\/p>\n
The conference agenda is designed to address the real challenges organizations face: how strategies can adapt to a volatile environment, the role of technology in supporting customer connection, and how internal culture can become a catalyst for loyalty.<\/p>\n
\u201cCustomer experience is about human interaction. Technology should support this dimension, not replace it. When adopted correctly, it can give employees more time to focus on what truly matters to customers,\u201d says keynote speaker Ian Golding in an interview with Gabriela Ciupitu for Customer Experience Romania<\/strong>.<\/p>\n In his view, \u201caccelerated change is a reality, and any traditional organization that believes it is immune risks becoming irrelevant. To move forward, sometimes you must stop, reflect, and adjust your direction,\u201d Golding emphasizes.<\/p>\n The 2025 edition also marks the launch of two essential studies for the local market. The Customer Centricity Index, developed in partnership with Ipsos, measures customer perceptions of brands across Romania\u2019s main industries, offering an objective picture based on real consumer experiences. The results will be acknowledged at the Customer Centricity Gala, where companies setting the standards in customer relationships will be awarded. In parallel, the CX Maturity Study 2025, conducted together with Staffino, analyzes the internal practices of companies in Romania and Moldova across six CX maturity pillars: strategy, customer-centric culture, employee journey, customer journey, voice of the customer, and technology.<\/p>\n \u201cCX Conference 2025 takes place in a year when organizations are facing rapid and profound changes \u2013 from the advance of artificial intelligence and legislative shifts to economic uncertainty and the ongoing evolution of customer expectations. This is why we chose to bring to Bucharest both global voices and local perspectives, to understand where we stand as a market and what steps are needed to build experiences that generate real loyalty. CX Conference is also a meeting point for the community of Customer Experience professionals. I believe that only through open dialogue between companies, consultants, and customers can we build organizational cultures that sustain healthy relationships and long-term performance,\u201d says Gabriela Ciupitu, founder of Customer Experience Romania and globally recognized CX leader<\/strong>.<\/p>\n The event begins on October 14 at Le Ch\u00e2teau (Strada Turturelelor 11, Sector 3, near Pia\u021ba Alba Iulia) and continues on October 15 with CX Workshops at Maidan Spa\u021biul (Bulevardul Expozi\u021biei 2, Sector 1), in a dynamic, collaborative format.<\/p>\nCustomer Centricity Index and CX Maturity Study 2025: Two landmark studies debut at CX Conference 2025<\/h3>\n
Where ideas meet: Le Ch\u00e2teau and Maidan Spa\u021biul set the stage for CX Conference 2025<\/h3>\n