Inspiration, best practices, and a radiography of the local CX landscape: CX Conference Bucharest 2025 brings to the forefront global leaders in Customer Experience and the latest studies about Romanian consumers
In line with International Customer Experience Day (CX Day), a global initiative that promotes the importance of customer experience in organizational success, Romania becomes a regional reference point through CX Conference Bucharest…
In line with International Customer Experience Day (CX Day), a global initiative that promotes the importance of customer experience in organizational success, Romania becomes a regional reference point through CX Conference Bucharest 2025, an event organized by Customer Experience Romania under the coordination of Gabriela Ciupitu, a globally recognized leader in the field of Customer Experience (CX).
Held on October 14–15, the event brings to Bucharest international leaders, local specialists, and the latest research on customer perception and CX practices on the Romanian market, namely the Customer Centricity Index, developed in partnership with Ipsos, and the CX Maturity Study 2025, carried out together with Staffino.
Studies and exchange of experience with local and international leaders
The 2025 edition marks the launch of two essential studies for the local market. The Customer Centricity Index, developed in partnership with Ipsos, offers a detailed picture of how customers perceive brands in industries such as retail, financial services, energy, and telecom.
Beyond the level of satisfaction, the study analyzes process consistency, the relevance of digital channels, and the quality of direct interactions, and the results will be recognized during the Customer Centricity Gala, which rewards companies with outstanding performance in customer relations.
In parallel, the CX Maturity Study 2025, carried out together with Staffino, evaluates the level of maturity of organizations in Romania and the Republic of Moldova, considering six fundamental pillars: strategy, customer-centric culture, employee journey, customer journey, voice of the customer, and technologies. Preliminary conclusions show significant progress in the digital area but also that organizational culture remains the main barrier to developing coherent and sustainable experiences.
Both studies confirm a common trend: companies that invest in the culture of experience and employee engagement achieve better results in customer retention and financial performance.
The insights from the two studies and the discussions within CX Conference Bucharest 2025 outline several clear directions for the coming years. Artificial intelligence accelerates processes and simplifies interactions, yet customers continue to seek authentic and personalized connections. Loyalty is becoming increasingly fragile, a single negative experience can undo years of investment in a brand. At the same time, CX and EX are interdependent: engaged employees are the premise for satisfied customers, and measuring impact becomes essential, as companies that do not correlate customer experience with financial performance risk being left behind.
