Customer Experience Forum

15/10/2024

This year’s Customer Experience Forum edition puts hybrid customer interactions 🤝 in the spotlight with our clever Bright Distribution Innovation Partner.

𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗦𝗶𝗴𝗻𝗮𝗴𝗲 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝘁𝗵𝗲 𝗡𝗲𝘄 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗡𝗼𝗿𝗺𝗮𝗹 across most industries. Digital displays capture roughly 400% more views than static displays, with an impressive recall rate of around 83%.

With a two-decade IT leadership journey, Bright Distribution 𝗯𝗿𝗶𝗱𝗴𝗲𝘀 𝗮𝗻𝗮𝗹𝗼𝗴 𝗮𝗻𝗱 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀, connecting people and brands like never before through innovative tech solutions. 👨🏻‍💻 The company manages 𝗽𝗿𝗼𝗯𝗮𝗯𝗹𝘆 𝘁𝗵𝗲 𝗹𝗮𝗿𝗴𝗲𝘀𝘁 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗦𝗶𝗴𝗻𝗮𝗴𝗲 𝗻𝗲𝘁𝘄𝗼𝗿𝗸 𝗶𝗻 𝗥𝗼𝗺𝗮𝗻𝗶𝗮 with: over 10.000 screens, 90 senior engineers across the country, multi-industry consultancy and custom commercial display solutions, next-generation technology, design and content management.

Immersive customer engagement is the new strategic destination, and our Innovation Partner will be there to get you started. The CExp Forum guests will have the chance to benefit from special gift vouchers to kick start their Digital Signage journey.🎫 Don’t miss the chance to learn more about Smart Commercial Display Ecosystems and navigate the future of customer marketing at Customer Experience Forum on October 16-17, at Biavati Events.

24/05/2024

Pain is inevitable. ⛰️ Some leaders use pain to fuel their journey, unleashing extraordinary power. EDUÁRD NOVÁK - Global Paralympic Champion🏅and Co-Owner of Novak Healthcare Concept - is one of those who went beyond physical and mental boundaries, becoming the first Romanian Paralympic champion.

Eduárd began his sport career as a speed skater, winning tens of international competitions. After turning 20 years old, in 1996, he was involved in a car crash that forced him into a race for his life, he lost his leg in this terrible accident and had to give up professional ice skating. Only to find his true calling and do the unthinkable by choosing a new sports path, cycling.

“I always knew who I was and what I could do... Many stories about champions can be told, some can become legends, and others become life lessons. But my story turned from success to agony and from agony to a world champion story in just a few moments”.

Eduárd Novák participated in Five Paralympic Games – in Athens, in Beijing (Silver Medal), in London (Silver Medal and 🥇Gold Medal), in Rio, and in Tokyo (Silver Medal) – and is now training for the sixth that will take place in Paris! 🚴🏻 He is currently a role model - not only for the aspiring leaders of the young sports generation, but for anyone who aims to achieve great things through effort and willpower. He was also President of the Romanian Cycling Federation and Minister Of Youth and Sports, and is currently running multiple business and community-led projects, such as: Novák Cycling Academy - the only one of its kind in Eastern Europe, Team NOVAK, Novak Healthcare Concept - correction and recovery medical products, charity events, and more.

The 3rd ROMANIAN HEALTHCARE CONFERENCE Edition will reunite remarkable healthcare leaders who are actively shaping the future of , and we are honored to have 🎙️Eduárd Novák as an empowering . This enlightening moment is inspired by our Platinum Partner, Clinicile Affidea Romania who believed in our mission to elevate the local medical ecosystem and supported R.H.C.E from its first edition.

For more conference info please visit PatientExperience.ro. Just a few seats left, 🛒 book your last-minute tickets via [email protected].

20/05/2024

11/05/2024

Get behind the scenes of our upcoming Customer Care Conference & Expo with this 📑insightful PRO TV article. 🎙️ MĂDĂLINA VILĂU - our inspiring multidisciplinary CX consultant and Managing Partner of Marketing Insiders Group, strategically highlights:

“More than 70% of leaders believe that getting to the next level of operational efficiency requires the entire business structure to grow around customer experiences; the product price and quality, or the inventiveness of the marketing campaigns remain important, but no longer play leading roles, as CX takes center stage. In the era of physical distancing and remote or hybrid working, the distance between departments should be smaller and smaller. The integration of Generative Artificial Intelligence solves many technical challenges, creating time and space for creative strategies, foresight, L&D programs, and customer centricity, so businesses can focus even more on people – customers, employees, and partners."

While AI is taking over countless tasks and increasing the speed of work in the customer relations sector and beyond, it demands new skills from niche specialists, new professional roles, and new ways of thinking – revolutionizing the workforce and success criteria in the customer care community.

Read the full story and join us on May 15-16 for more valuable insights and practical CX leadership tools at Biavati Events ➡️ https://bit.ly/ProTV-article.
🛒Secure last-minute conference tickets via [email protected].

22/04/2024

🤖 Transformation is a mindset at Marketing Insiders Group. Change is inevitable, choosing to make the most of it is a choice. This way of thinking fuels innovation, agile thinking, and unprecedented performance results. We embody it in all our L&D solutions, business events, and team energy. We are proud to shine the light on like-minded leaders who chose action, not reaction. One of these game-changers is BOGDAN ROȘU, Board Member at Optima, President of Asociația Română de Factoring, and Executive Director of IFN Next Capital Finance SA

Over 25 years of multi-industry know-how - with a strong focus on executive management, business development, BPO, finance, and customer care - has shaped BOGDAN into a CX growth force for corporations, startups, and NGOs. 🌱 His curious nature has pushed him never to stop learning, encouraging his teams to do the same to stay ahead and be a part of emerging future scenarios:

“With the AI revolution, the CX excellence benchmark has become overrated, as customer behavior has changed dramatically during the pandemic and the global tech transformation. With the right operational strategy, technology is power for both clients and customer service teams.

The best client interaction formula consists of proactive personalization, flawless digital brand presence, omnichannel efficiency, responsiveness, and consistency - all by maximizing the endless opportunities that Generative Artificial Intelligence has to offer to strengthen customer relationships and loyalty.”

BOGDAN ROȘU wears many strategic hats in both leadership and operational areas. His dynamic DNA is contagious, empowering both people and businesses to thrive like never before.

🤝 Marketing Insiders Group salutes his Doer attitude and strategic vision, and is delighted to be a part of his professional journey for years to come.

19/03/2024

🚢 2024 is all about resilience through collaborative leadership. At Marketing Insiders Group, we are committed to elevating CX standards in Europe through adaptive learning solutions that support remarkable customer care leaders in their ambition to achieve unprecedented customer experience performance. We are honored to be the voice of such passionate experts; one of these is ROXANA MARIANA SANDU, Head of Contact Center - Retail Distribution Division at Banca Comercială Română (Erste Group member).

Over 13 years of customer-focused business know-how, spanning from contact center specialist to CX strategist and manager, have shaped Roxana into a dedicated industry leader who efficiently optimized processes and inspired teams to reach impressive milestones and genuinely connect with the BCR customers regardless of recent global challenges:
“The pandemic changed both CX and banking perceptions. This is an irreversible process, as most workflows transformed to manage everything remotely. My team and I focused all our efforts and attention on making the New Normal technology work for our people and our customers, not against them. We turned this challenge of adapting fast into an opportunity to improve the way we operate. We are proud that this led to positive change for BCR, as our NPS went from 45% to 71% in the last two years.”

Roxana is a human-centric professional by design,❤️ she is all about as she dedicated her entire career to the evolution of the contact center, by empowering her team and by making the customers feel heard:
“Excellence is just a word if you operate in an overly complicated environment. translates into keeping things simple - from communicating with ease, finding creative solutions for any given CX context, to building a positive climate of trust and good emotions for both employees and customers.“

🤝 Marketing Insiders Group is happy to celebrate her commitment to the customer care community, and to stand by her upcoming CX initiatives.

07/03/2024

🔥“Contemporary Business for Contemporary Challenges” is more than our business manifesto. It is our commitment to LISTEN to our partners and SEE their needs and “DNA” when designing their tailor-made training courses.
We don’t do boring and we’ll stop at nothing to get our customers to their strategic destination.

One size doesn’t fit all when it comes to business learning, especially if your end goal is outstanding customer experience results. With this in mind (and heart 💚), we are thrilled to launch our unconventional 𝟮𝟬𝟮𝟰 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗖𝗮𝘁𝗮𝗹𝗼𝗴𝘂𝗲!🚀

Explore a sparkling infusion of playful passion, operational know-how, inspiring emotion, awakening foresight, and market awareness - that embodies all leadership colors. Dive into your Strategic Menu for this Business Year and get ready for a transformative training experience. 𝗩𝗜𝗘𝗪 𝗼𝗿 𝗗𝗼𝘄𝗻𝗹𝗼𝗮𝗱 the catalogue right here ➡️ https://market-insiders.com/training-catalogue/, and reach out if you want to meet us and begin your memorable journey.

P.S. Don’t forget to subscribe to our newsletter for complimentary business insights and Marketing Insiders Group news and community events.

24/11/2023

21/11/2023

A blend of practical insights and groundbreaking revelations: The second half of Customer Experience Forum’s 10th Anniversary Edition 🌟

🎄 We started with an immersive 'Christmas-themed' CX Intermezzo. DIANA SIMION expertly guided participants through design thinking exercises, focusing on potential Christmas market customers. Practical, hands-on, and incredibly insightful! DesignThinkers Academy Eastern Europe

🔍 LANA HUSAGIC took us on a journey from feedback to action. Her approach to a relentless customer voice program demonstrates the power of listening and responding to customer needs effectively. Allianz Partners

📊 RALUCA PĂDURARU let us glimpse into the future, by presenting the Romanian Customer Benchmark 2023 study, a first of its kind in Romania, utilizing AI technologies in processing and interpreting the data. This collaboration between Marketing Insiders Group, Mediatel DATA, and RepsMate unveiled surprising insights on both private companies and state institutions.

🌟 DENISA PANAITE CAȘU brought to light the crucial role of employee satisfaction and a human-centric culture through engaging real-life stories. A storytelling reminder that the heart of a great customer experience is a happy and engaged workforce. PwC Romania

🔄 ALIN ROȘCA's discussion on managing complaints proactively was a game-changer. His insights on enhancing customer experience while cutting costs were invaluable, especially when coupled with his on-hands approach and real-life examples. RepsMate

📈 The Metropolitan Life case study presented by LĂCRĂMIOARA LOGHIN, together with MARIA ZIDARU & GABRIELA GHEORGHIȚĂ was a highlight, showcasing how market research and design thinking can effectively reshape our frontliners’ journey within the company. Exact Business Solutions

🔚 We wrapped up with DIANA SIMION drawing impactful conclusions from our CX Intermezzo exercises and it was the perfect end to a day filled with learning, networking and discoveries.

We’re very happy that each session today was a step forward in understanding and enhancing customer experience!🚀

21/11/2023

A Journey of Insight and Innovation: Highlights from Customer Experience Forum’s Anniversary 10th Edition 🚀

We kicked off with an invigorating welcome by Aryana Popescu, our fantastic conference moderator. She emphasized the crucial need for adults to embrace perspective shifts - though daunting, such shifts become a gateway to growth and understanding. A true eye-opener!

Next, we dived into the world of Millennials through Lăcrămioara Loghin’s insightful market research. This generation’s unique habits and mindsets lead to all things unique, including coffee preferences, which is ultimately reshaping market dynamics. Exact Business Solutions - Research & Consulting

The tech segment started with a hit, with Cosmin Tudor & Eduard Pleșu unraveling the potential of voice-bots and new technologies. Their expertise highlighted how these innovations can drive businesses into a new era of customer engagement and operational efficiency. R Systems Europe

We continued the tech segment with an interactive presentation by Dan Mazilu, Adrian Mîndreanu & Lidia Goliseschi, who showed us how innovation can truly transform customer journeys and lead to breakthroughs in customer experience. Mediatel DATA

The stage was taken over by Dan Fințescu-Saligny & Diana Simion, who showed the audience how Kiss FM redesigned Millenials’ experience using a “problem first; solution after” approach. Their goal? Only to make CHR radio great again – and they succeeded! DesignThinkers Academy Eastern Europe

Stay tuned for more insights as we venture into the second half of the conference. Let's grow and innovate together! 💡

21/11/2023

⛰️ Some of the most rewarding things in life are also the most ambitious. Today and tomorrow are just about that, about what endless and tireless can create, and about inspiring and that dare to change the world.

Get ready for two days of game-changing insights, strategic networking, and special interactive moments. What a journey!
Just a few minutes until kick-off. Let’s GO!🏁

20/11/2023

In a world of robots, automation, and ongoing crisis, we are witnessing the rise of💡the Mindset-Over-Skillset Paradigm. Knowing without feeling is not enough. People need in order to connect with each other, or with brands. 💛 And technology can help us with that, not the other way around!

ARYANA POPESCU - Managing Director, Senior Consultant Organisational & Culture Development at Interpersonal Connections - is all about that, about humans being human, about the courage to be ourselves, and to build authentic brands that offer genuine brand moments to customers.

In almost 30 years of L&D and People Operations practice for multiple industries, she guided many companies towards - assessing and redesigning corporate processes and providing memorable, transformative training programs. Beyond her pragmatic, strategic DNA, ARYANA’s playfulness, , and optimism move minds and hearts, making room for collaboration, business growth, and long-lasting H2H relationships.

🎙️ We are delighted to have her with us as a conference speaker and MODERATOR for the Customer Experience Forum 2023 - for a valuable, interactive, and fun conference experience. Here’s a glimpse of just one of the many special moments she has planned for you tomorrow, together with Marketing Insiders Group:

📰“ : A Conversation with ARYANA POPESCU on Revolutionizing Customer Support Experiences | Charm and ChatGPT | Whispers of Innovation | Behind the Screen.”🤖

🤝 Drop by and say Hello to ARYANA tomorrow, 21 Nov., 2023, at Crowne Plaza Bucharest, and get ready for a one-of-a-kind conference journey. Read more on customers.ro.

20/11/2023

are the new strategic battleground. Failing to adapt and keep up - represents the sure way of falling behind. R Systems reengineers business horizons with next-gen technology that accelerates KPIs and .

Explore how businesses can harness the power of advanced 🤖 AI-powered technology to upgrade customer interactions and increase satisfaction tomorrow, at Customer Experience Forum 2023, together with the charismatic R Systems team - who will share an interesting presentation and Live Demo: “Elevating Customer Experience: Unleashing Gen- in Diverse Industries”. Here’s a quick glimpse of the conference speakers:

🎙️COSMIN TUDOR - Digital Practice Director R Systems, is an international-level IT management expert with a strong background in both business and people operations for over two decades. Having a dynamic nature, COSMIN is a performance catalyst and is always open to new ideas and challenges in the industry, his particular focus areas are cloud solutions and managed services.

🎙️EDUARD PLEȘU - Cloud Architect R Systems, is an operational optimization mastermind for companies - by assisting them in adopting cloud technologies that increase business agility and results. He is a cloud innovation advocate and a champion of modern workplace practices - always finding new strategic ways of syncing business and tech architectures.

🤝 Meet the team on November 21st, 2023, at Crowne Plaza Bucharest. Read more on www.customers.ro.

Marketing Insiders Group is honored to have R Systems as a SILVER PARTNER at the 10th (anniversary) CUSTOMER EXPERIENCE FORUM edition. Thank you for being a part of the CX revolution!

20/11/2023

It’s always the small pieces that make the big picture. There’s not a in the world that the clever Mediatel DATA team can’t solve with their next-generation technology and strategic operational approach. 🤖This is why they built a well-deserved reputation as a top-level Contact Center in Europe, the USA, Asia, and South America.

Mediatel DATA will take the Customer Experience Forum 2023 stage tomorrow, Nov. 21st, 2023, with a valuable presentation about the future of CX: “Transforming Customer Journeys through Contact Center Innovation”. Let’s get behind the scenes and see a glimpse of the conference speakers:

🎙️DAN MAZILU - Founder and General Manager Mediatel DATA, has literally shaped the evolution of the local CX market for the last 30 years. His agile business thinking and passion for tech have made him one of the most respected voices in the Romanian customer care community.

🎙️LIDIA GOLISESCHI - Project Manager Mediatel DATA, has been a high-performing CX expert for over a decade. Her creative thinking, multidisciplinary nature, strategic mindset, and contagious enthusiasm make anyone around her feel they are in good hands when it comes to managing projects, reaching business goals, or teamwork.

🎙️ADRIAN MÎNDREANU - Customer Experience Manager Mediatel DATA, has devoted his professional life to achieving customer excellence for over 15 years, making every interaction count. His passion for the field has fuelled remarkable CX results, making him a trusted adviser and manager in the customer service industry.

🤝 Meet the team on November 21st, 2023, at Crowne Plaza Bucharest. Just a few seats left, so book your CExp Forum tickets fast via www.customers.ro!

Marketing Insiders Group is humbled by Mediatel DATA’s loyalty and visionary support - as a Platinum Partner - at the 10th (anniversary) CUSTOMER EXPERIENCE FORUM edition. Thank you for such an inspiring partnership for many, many years. The best is yet to come.

19/11/2023

🔥 Power stems from . Not giving in when faced with adversity is the best leadership practice. With a Persistence-Beats-Resistence attitude, RALUCA PĂDURARU - CX Business Consultant at Marketing Insiders Group, will always find a way to reach the needed business destination.
RALUCA specializes in building strategic customer experience initiatives that empower people and processes, enabling growth, while optimizing business resources.

Having a cross-functional, multi-industry approach for more than a decade, Raluca is also an empathy-led coach, an agile trainer, and a mentor: “Collaboration is the new leadership, especially in times of change. Focus more on your aspirations than on the competition. You will get to where you want to be faster, and you will make friends along the way.”

🌟 As an for Customer Experience Forum - 10th EDITION,🎙️RALUCA will share the first key findings of Mystery Shopping Agency’s 2023 “Romanian Customer Care Benchmarking Study”. This complex research project evaluated 161 companies and government institutions across 25 industries and was conducted through a cutting-edge blend of mystery shopping and AI technologies for processing and interpreting emotions.

Join her for an enlightening on November 21st, 2023, at Crowne Plaza Bucharest. Book the last remaining CExp Forum tickets on www.customers.ro, or via [email protected].

19/11/2023

Really knowing your employees is the first step to building a culture of greatness. With these strategic premises, Metropolitan Life Romania will share a very insightful at Customer Experience Forum 2023: “Redesigning The Agent Experience Journey”. Here’s a glimpse of the 2nd CExp Forum Edition speakers:

🎙️ MARIA ZIDARU - People & Culture Partner MetLife Romania, is a passionate and L&D consultant and practitioner, a people-centric leader who is both analytical and creative. MARIA is a great storyteller and an ethics and morality guardian.

🎙️ GABRIELA GHEORGHIȚĂ - Metropolitan Life Agency Executive MetLife Romania, is a top-level executive with a strong career background in the insurance sector. She brings over a decade of know-how in , health insurance, and business development. GABRIELA is a visionary business leader and an advocate for prevention - both in business and in personal life.

🤝 Meet GABRIELA and MARIA, and debate how to optimize agent experience, together with Marketing Insiders Group - on November 21st, 2023, at Crowne Plaza Bucharest. Book the last remaining conference tickets on www.customers.ro, or via [email protected].