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CX Shared Experience Roadshow Series - Banca Transilvania Edition

OVERVIEW

When market leaders open their doors, Shared Experience becomes the New Competitive Currency. The 4th Customer Experience ROADSHOW Edition comes to Cluj-Napoca, one of the region’s most dynamic business hubs, to explore how Customer Intelligence becomes Capitalized Value, measurable, governed, and embedded into business performance.

Across Europe:

• 86% of customers say experience influences their loyalty more than price (PwC)
• Companies leading in CX outperform competitors by up to 80% in revenue growth (Forrester)
• AI-enabled customer operations can increase productivity by 20–30% when strategically deployed (Deloitte)
• Yet fewer than 1 in 4 organisations have successfully scaled CX across the enterprise (Gartner)

Customer Intelligence is not hype.
It is structured capital.
In today’s economy, CX is no longer a battleground of impressions, it is a currency of trust, performance, and long-term enterprise value.  

Meet the HOST of the 4th CX Insiders TOUR STOP
“Elevating Customer Operations: From Experience to Structured Capital”: Banca Transilvania - leading the future in banking through strategic innovation that serves people and raises industry standards.  

Designed For Leaders - By Leaders, the Marketing Insiders Group Roadshow brings together executives who move beyond strategic talks, sharing real operational architectures, governance models, and innovation frameworks that drive enterprise performance.  

This edition explores how customer operations can evolve from reactive service delivery into capital-generating ecosystems.
Limited seats, 4-hour gathering, for maximum focus and connection. Reach out for sponsorship or strategic partnership opportunities via alexandra.cozma[at]market-insiders.com.  

speakers

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KEY AREAS & TOPICS

From Experience to Structured Capital
Transforming customer journeys into measurable enterprise assets.

Operational Intelligence & Architecture
Designing customer operations as scalable, resilient performance systems.

AI-Embedded Customer Operations
Moving from automation pilots to governed, trust-based AI ecosystems.

Metrics, Governance & Financial Alignment
Linking CX performance to board-level KPIs, risk frameworks, and long-term value creation.

Omni-Channel Infrastructure
Orchestrating digital and physical touchpoints into cohesive, capital-generating journeys.

general business areas

TELECOM, FINANCE & NBFI, IT&C, RETAIL, FMCG, BUSINESS CONSULTANCY, LAW, UTILITIES, LOGISTICS, HR, AUTOMOTIVE, EDUCATION, HORECA, TOURISM, AUDIT, RESEARCH, WELLNESS, CSR & ESG, L&D, FINTECH, MARCOM, E-COMMERCE.

  AGENDA  

• 10:00

  Kick-Off Coffee & Registration

• 10:30

  Opening Speech

  Madalina Vilau, CX Consultant & CEO @Marketing Insiders Group
• 10:35

  Opening Speech: Tech Adventures & Human Care: The Explorer Mindset on Our Innovation Odyssey

  Ionela Ros Head of Contact Center and Customer Care @Banca Transilvania
• 10:45

  How AI Agents can change the way we work

  Khaled Dumitriu, Sr. Enterprise Technology Strategist @Microsoft
• 11:05

  PANNEL DISCUSSION: AI That Works in Banking: How Banca Transilvania and Druid AI Turned Innovation into Everyday Value

  Gabriel Mocan, Chief Experience Office @DruidAI & Ionela Ros, Head of Contact Center and Customer Care @Banca Transilvania
• 11:25

  Connecting Countries. Unifying CX. How Mediatel Data sustains DIGI’s regional CX transformation

  Adrian Mindreanu, Head of Product & Innovation @Mediatel Data & Maria Burat, Call Center Coordinator@Digi Romania
• 11:45

  Caffeine Break & Strategic Talks

• 12:15

  Heart in the Loop — Keeping Humanity at the Center of Technology

  Catalin Vasile, Chief Sales Officer @NN Asigurari de viata
• 12:35

  Contact Center CX. People and technology with purpose

  Sergiu Sabou, Telesales Director & Contact Center Development @Banca Transilvania & Ana Georgia Farcas, Development & Administration Manager of Contact Center @Banca Transilvania
• 12:55

  PANEL DISCUSSION: Turning CX strategy into Operational Impact. Human skills in action & invisible tech.

  Madalina Vilau, CX Consultant & CEO @Marketing Insiders Group & Gabriel Prefac, Partnership Manager @AI Insider & George Mocanu, Customer Succes Manager @RepsMate & Ionela Ros, Head of Contact Center and Customer Care @Banca Transilvania
• 13:30

  Executive Brunch & Business Networking

Event registration

WHY ATTEND

Expert Insights: Learn from top CX innovators and multidisciplinary leaders.
Innovative Solutions: Discover the latest technologies transforming CX.
Best Practices: Explore proven strategies from Europe’s CX front-runners.
Market Trends: Stay ahead with fresh industry data and customer insights.
Inspiring Discussions: Debate challenges and opportunities with peers.
Case Studies: See how leading brands operationalise excellence.
Strategic Tools: Gain frameworks for data-driven, personalised CX.
Business Networking: Connect with customer-centric decision-makers.
Brand Reputation: Join the community defining the future of CX in Europe.

Presenting Partner

Banca Transilvania

Intelligence Partners

Mediatel Data, Reps Mate

Strategic Partners

European Customer Contact Alliance, Customer Care Academy, Mystery Shopping Agency

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Marketing Insiders Group

media partners

Portal HR, Customer Insider Magazine