Romania becomes a regional hub for customer experience excellence as Bucharest hosts top global leaders, local experts, and the most recent research on Romanian consumers at CX Conference Bucharest 2025.
Romania – A Regional Reference Point in Customer Experience
Coinciding with International Customer Experience Day (CX Day), a global initiative that celebrates and promotes the role of customer experience (CX) in driving business success, CX Conference Bucharest 2025 positions Romania at the forefront of the regional CX community.
Organized by Customer Experience Romania under the coordination of Gabriela Ciupitu, a globally recognized CX leader, the event will take place on October 14–15 and bring together international thought leaders, local practitioners, and the latest market research on how Romanian consumers perceive and interact with brands.
The spotlight will fall on two landmark studies: the Customer Centricity Index, developed with Ipsos, and the CX Maturity Study 2025, carried out in partnership with Staffino.
Two Essential Studies for the Local Market
The Customer Centricity Index provides an in-depth analysis of how customers perceive brands in sectors such as retail, financial services, energy, and telecom. Beyond measuring satisfaction, the research delves into process consistency, digital channel relevance, and the quality of direct interactions.
The results will be celebrated at the Customer Centricity Gala, which recognizes the companies that set new standards in customer excellence.
In parallel, the CX Maturity Study 2025 assesses the organizational maturity of companies in Romania and the Republic of Moldova across six key pillars: strategy, customer-centric culture, employee journey, customer journey, voice of the customer, and technology.
Preliminary findings indicate strong progress in digital transformation but highlight organizational culture as the main barrier to delivering coherent and sustainable customer experiences.
Both studies underline a common truth: companies that invest in customer-centric culture and employee engagement achieve superior retention rates and stronger financial results.
Key Insights: Balancing AI and Authenticity
The insights and discussions at CX Conference Bucharest 2025 paint a clear picture of the industry’s next phase:
- Artificial intelligence enhances efficiency and accelerates processes, yet authentic, personalized experiences remain at the heart of customer loyalty.
- Loyalty is fragile — one poor experience can undo years of brand investment.
- CX and EX are inseparable — engaged employees are the foundation of satisfied customers.
- Impact measurement is now critical — organizations that fail to link CX to business performance risk falling behind.
Global and Local Leaders on the Same Stage
The 2025 edition will feature an impressive lineup of CX pioneers:
- Ian Golding, one of the most influential CX consultants worldwide;
- Bruce Temkin, founder of TemkinSight and a pioneer of the Customer Experience discipline;
- Olga Potaptseva, CEO of European Customer Consultancy and a specialist in organizational culture transformation.
They will be joined by prominent regional leaders including Andreea Coca (Pluxee Romania), Mihai Ciută (Raiffeisen Bank Romania), Oana Aftenii (RetuRO), Gabriela Roșca (Smart HR), Alina Dimbean (Delgaz Grid), Roxana Craciun (Medicover), Ileana Alexandru (Mega Image), and Ewelina Pabich-Dabrowska and Patrycja Kazmierska from BNP Paribas Poland.
Two Days of Knowledge and Practical Insights
📍 October 14 – Main Conference
Venue: Le Château, Str. Turturelelor 11, Sector 3 (near Piața Alba Iulia)
A full day of presentations, debates, and case studies exploring how technology, culture, and CX intersect to create value and loyalty.
📍 October 15 – CX Workshops
Venue: Maidan Spațiul, Bulevardul Expoziției 2, Sector 1
Hands-on sessions where participants can work directly with experts:
- CX Mentoring Session with Ian Golding;
- CX in B2B Relationships with Olga Potaptseva;
- Customer Experience Vision 2035 with Bulent Duagi and Gabriela Ciupitu.
The agenda includes applied workshops on AI integration in CX without losing the human touch, organizational culture as a driver of loyalty, and correlating CX and EX to achieve tangible business outcomes.
Partnerships and Global Recognition
CX Conference Bucharest 2025 is organized by Customer Experience Romania, with the support of Staffino, Graia, Verint, and Ipsos, and endorsed by Smart HR Community, Enjoee, Maidan Spațiul, and PXcellence.
International partners: Customer Institute, Customer Experience Professionals Association (CXPA), Awards International, Customer Experience Magazine (CXM).
Media partners: Wall-Street.ro, Start-up.ro, Retail.ro, Transilvania Business, Ziarul Bursa, EventsMax, PRwave, Romania-Insider.com, RomaniaJournal.ro, and SoftLead.ro.
👉 Registrations are now open at www.cx-conference.ro
Conclusion
CX Conference Bucharest 2025 goes beyond presentations — it is a strategic platform for learning, collaboration, and transformation. As Romania strengthens its position in the global CX landscape, the message is clear:
Customer Experience is no longer a competitive advantage — it’s a fundamental condition for growth and sustainability.
