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Customer Experience Forum 2020



-       Merging Agile Principles with CX Innovation when designing the business strategy.
-       Shifting from storytelling to storymaking for empowering trust-based customer relationships with Gen YZ.
-       Making the best out of IoT through micro-segmentation, predictive analytics and complaints prevention.
-       Using behavioral economics for context-driven interaction and services.
-       Investing in Voice of the Customer programs and strategising upsell/cross-sell.
-       Going beyond NPS and market standard KPIs with Journey Analytics to generate more value.
-       Managing multi-channel CX, upgrading CRMs & apps for on-the-go customers in the 5G era.
-       Building a contemporary People Culture and creating Employee Advocacy Programs.
-       Managing B2B customer experience challenges and leading the overdue market change.


  • Diana Stafie
  • Florina Dobre
  • Catalina Banuelasa
  • Teodora Migdalovici
  • James Murphy
  • Ela Banu
  • Madalina Vilau
  • Livia Dragomir
  • Amalia Costa
  • Mihaela Apostoleanu
  • Alina Gleiss
  • Viorica Laudescu
  • Catalin Vasile
  • Marian Costache

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