From concept to mindset

CX Conference Bucharest 2025

14 - 15 OCTOBER

HIGH TECH - HIGH TOUCH

exploring the future of CX in Southeast Europe

CX Conference Bucharest brings together CX leaders, top managers and industry experts to explore how organisations in Romania and SEE can adapt to change. Together we’ll see how the latest technologies and human connection can come together to create memorable experiences for customers, employees and businesses.

New in 2025

Customer Centricity Index – a new research, developed in partnership with Ipsos, reveals how customers evaluate their experiences with brands across major industries in Romania.

Customer Centricity Gala – a celebration of the companies setting the standard for customer excellence. Romania’s most customer-focused brands are recognised for the best results in the Customer Centricity Index.

Join us for 2 days of valuable insights, best practice recognition and honest conversations about what’s changing, what’s working and what’s next in CX.

See what’s on the CX Conference agenda

CX Conference is Designed for leaders

The CX Conference Bucharest 2025 is where practitioners can connect, exchange ideas and learn from the best practices to build better business performance strategies. Explore how to improve performance, reduce costs, retain customers, and strengthen your brand through technology and exceptional customer and employee experiences.

Key Takeaways

Don’t miss it!

It’s not just about CX. It’s about better business. The decisions you make today about customer and employee experience will define tomorrow’s company’s results.

Meet our speakers

Ian Golding, a renowned CCXP-certified consultant, empowers top companies with strategic guidance on CX, measurement, improvement, and employee advocacy. With extensive expertise spanning retail, finance, logistics, telecoms, and pharmaceuticals, Ian has globally implemented effective CX tools and methodologies. He also offers comprehensive training and mentoring, supporting CX professionals in attaining their CCXP accreditation.

Ian Golding, CCXP

Founder

A true visionary in the fields of Customer Experience (CX), Employee Experience (EX) and Experience Management (XM), Bruce Temkin guides organisations towards a more human-centred approach. Often referred to as the "Godfather of Customer Experience", Bruce is known for his ability to forecast technology-driven trends, simplify complexity, and offer clear, actionable insights. His work helps leaders navigate uncertainty and drive meaningful change in their organisations.

Bruce Temkin

Founder

Olga_Potaptseva_CX Conference Buchatest 2025 speaker

Olga Potaptseva is partnering with organisations worldwide to enable harmonious customer-informed operating models that benefit customers, employees, and the bottom line. Known for her practical, hands-on approach, she always strives to deeply understand the business, stakeholders, strategic objectives, change barriers, and trust factors before jointly implementing customer-centric change. It's about allocating resources wisely, prioritizing investments, and ensuring every action enhances both customer and business value.

Olga Potaptseva, CCXP

CEO

With a background in Market Research, Andreea Coca is passionate about combining data-driven insights with a human-centric approach for personalised, memorable, and meaningful experiences as well as organizational customer-centric transformation. She is a Chartered Marketer and Certified Customer Experience Professional, learning from and contributing to local and global communities whose goal is to increase the level of CX Maturity.

Andreea Coca

CX Manager & Research Lead

Gabriela Rosca helps organisations and leaders navigate an era of accelerated innovation and change. With her clear perspective on the opportunities and challenges posed by artificial intelligence (AI) and automation, Gabriela emphasises the urgent need to integrate human and artificial workforces. She stresses that the future of work is not only about coexistence, but also about close collaboration between humans and technology.

Gabriela Rosca

Co-founder

Alina Dimbean has over 15 years experience in customer experience, customer insights and communication. She leads complex transformations that bridge the gap between what customers need and how companies deliver. She is passionate about building organizations where customers feel valued, employees are empowered, and decisions are grounded in real, actionable insight.

Alina Dimbean

Customer Excellence Director

Bülent Duagi works as an Executive Adviser on strategy and foresight with business leaders of Tech companies, to prepare their organisations better for what's coming next. He is also actively involved in developing local professional communities like Product Makers, Leaders in Tech, IAF Romania, Alumni VIP and others, for facilitating collaborations and for raising the professional level of different areas in the country.

Bulent Duagi

Executive Adviser on Strategy & Foresight

Hunor Kovacs is the Managing Director of Graia, with 20 years of experience delivering innovative solutions for contact centers and customer experience departments. Having worked with customers from over 20 countries, Hunor brings a rich multicultural perspective to his work. A fast learner and tech enthusiast, he continuously explores new technologies, including AI, to enhance customer service and CX strategies.

Hunor Kovacs

Managing Director

Stefan Dumitru has a background in sales and management and is passionate about delivering high quality solutions that enhance customer and employee experience, increase engagement and drive growth. The organisation he leads, Staffino, helps companies of all sizes and industries achieve their goals and thrive by weaving cutting-edge technology with innovative Customer and Employee Experience solutions.

Stefan Dumitru

Regional Manager SEE

At RetuRO Sistem Garantie Returnare, Oana Aftenii built the CX team from scratch in under a year as part of Romania's largest circular economy project to date. This initiative has supported over 70,000 retailers and manufacturers within SGR. She believes that the customer experience begins with the employee experience: motivated, valued and heard employees who carry that same energy forward to customers. She has transformed feedback and challenges into concrete actions, establishing a culture in which internal collaboration directly reflects external trust.

Oana Aftenii

Customer Experience Manager

Mihai Ciuta is a market research professional with a strong background in customer experience and insights. He has worked for reputable companies such as Raiffeisen Bank Romania, Coca-Cola HBC and Nielsen, and has many years of experience in the field. Passionate about analysing consumer behaviour, he has a proven track record of identifying gaps in customer experience across various touchpoints. He is highly skilled in managing various types of research projects and possesses excellent communication and leadership abilities.

Mihai Ciuta

CX & Research Lead

Ileana has been with Mega Image since 2001, accumulating over 20 years of retail experience. She holds a double degree in Law and Communication and Public Relations, and also has a Master's degree in Public Relations in Marketing. She has 9 years of experience in law and has been leading the Human Resources department for 17 years, as Vice President of Human Resources, member of the Executive Committee. During these years, Ileana has gained experience in various areas, such as Internal Communication, Employer Branding, Diversity and Inclusion, Change Management, Mergers and Acquisitions, Psychological Safety, etc

Ileana Alexandru

HR Vice President

Roxana Craciun is HR Director at Medicover Romania, with over 18 years of experience in human resources, leadership and organisational transformation. She believes employee experience is not just an HR initiative, but a core part of the brand promise. At Medicover, she leads people-first projects that connect internal culture with customer impact, building trust through empathy, collaboration and authentic leadership in one of the most human-centred industries: healthcare.

Roxana Craciun

HR Director

Dorian Cazacu is responsible for managing and developing client relationships, as well as consulting, marketing and training activities, at Ipsos. With over 20 years' experience in marketing research, he works closely with organisations in various fields, helping them to integrate insights into successful strategies. His professional career has taken him to some of the most prestigious companies in the research industry. In recent years, he has been involved in numerous research programmes, such as Superbrands and Progresiv Awards, which recognise excellence and reward performance in various industries.

Dorian Cazacu

Senior Client Director

Ewelina is the Omnichannel Lead Expert and Product Owner at BNP Paribas in Poland. Having previously worked for the bank in a variety of different roles, she now specialises in omnichannel customer engagement and experience. A keen advocate of the power of technology to create personalised, responsive customer journeys across all channels and touchpoints, she has achieved fantastic results with the Verint solutions implemented at BNP Paribas. Ewelina strives to enhance CX across all customer interactions, delivering a great experience every time for every customer.

Ewelina Pabich-Dabrowska

Omnichannel Lead Expert/Product Owner

Patrycja is the Product Owner Customer Communication at BNP Paribas Poland. During her almost eight years at the bank, she has driven customer engagement through a series of forward-thinking initiatives. An experienced CX leader, she is keen to leverage the power of AI to understand customer intent and sentiment, helping agents to respond empathetically and deliver improved customer service.

Patrycja Kazmierska

Product Owner Customer Communication

Alina Birsan is the founding manager of AB Traduceri and Vice President of ELIA (European Language Industry Association). With nearly two decades of experience in the language services sector, she empowers organisations to communicate seamlessly across cultures through innovative linguistic solutions and technology-driven project management. A strong advocate for balancing efficiency with human value, Alina has led numerous international initiatives, including ELIA’s Focus on PM conferences and eLearning programmes.

Alina Birsan

Founding manager

Gabriela Ciupitu_CX Conference Buchatest 2025 speaker

Gabriela Ciupitu is ranked #1 in the Top CX Influencers worldwide, according to Customer Experience Magazine. Her CX expertise guides businesses in Romania and SEE towards strong, customer-centric strategies. As a CCXP and co-author of "Customer Experience 4," Gabriela's recognised approach extends to international organisations, including the Customer Institute board and International CX Awards jury.

Gabriela Ciupitu, CCXP

Founder

host

Alex Glod, Storyteller, Trainer & TEDx Speaker at StoryArc

For over 12 years, Alex has been working with leaders, marketers and professionals from the corporate and NGO sector to help them tell their stories with impact, to connect with their audiences, and to provide them with a memorable experience.

He is an expert in Storytelling applied in Public Speaking, Entrepreneurship and Leadership, he is an Art of Hosting Practitioner and he manages to involve any audience in an interactive and emotional learning process.

Learn from local and international top voices shaping the future of CX. Get practical insights from professionals who understand both the challenges and the opportunities ahead.

CX Conference Agenda

14 October | The CX Conference – a day of relevant insights, inspiring ideas, and meaningful conversations, at the Le Château. Expect a mix of keynote talks, CX studies results, panels and moments of celebration – all designed to offer new perspectives and practical solutions. And, of course, great networking opportunities.

15 October | The CX Workshops – hands-on sessions that go deeper into the challenges and strategies shaping the future of customer and employee experience, at the Maidan Spatiul. Get clarity and personalised guidance on your toughest questions through live mentorship, shared experience and practical dialogue.

Throughout both days, enjoy captivating topics and workshops, energising coffee breaks, delicious lunch options, and welcoming settings built for connection and collaboration.

14 October - The CX Conference

Human Leadership in the AI Era

online

BRUCE TEMKIN, Temkinsight

15 October - The CX Workshops

CX Mentorship

IAN GOLDING, CCXP

A collaborative group mentorship session designed to answear your questions and challenges and provide tailored guidance, helping you gain clarity and discover fresh approaches to apply within your organisation.

Future of CX in 2035: Foresight x CX

BULENT DUAGI

GABRIELA CIUPITU, CCXP

A hands-on workshop where you’ll learn and practice how to use 3 foresight tools designed to identify tomorrow’s customer experience challenges, and shape the solutions.

Commercial Excellence in B2B Though Human-Centricity

OLGA POTAPTSEVA, CCXP, CCX

An interactive session where you’ll explore practical tools and solutions to break down silos, align around customer needs, and enhance performance through purpose-driven KPIs.

The value

Choose what fits your journey best, bring your team, plan your days, and make it count.

Select the ticket that matches your role and goals, whether you’re attending conference, workshops or both. All options include access to meals, materials and expert insights.

*Please note: VAT will be added to the ticket price at checkout.

Testimonials

I guess the words wouldn't be enough to describe the exceptional experience from the #CXConferenceBucharest2024 !!! Customer Experience Romania thank you for the outstanding event , for incredibly engaging, valuable insights and truly meaningful workshops, for the delightful speakers panels. And of course thank you for surprisingly- the greatest gifts ever (in my opinion as a booklover) - the books "Cultura organizationala” - by Iuliana Stan, "The CLV Revolution” - by Valentin Radu , and the CX book of the books "Customer what?” by Ian Golding.

What an incredible experience speaking at the CX Conference Bucharest 2024! It was a true privilege to share insights on Daikin Romania's best practices in Customer Experience and learn from experienced professionals about balancing human interaction with digital innovation to deliver exceptional customer journeys. A big thank you to Gabriela Ciupitu, CCXP and to everyone who attended – your engagement and passion for #CX truly made the event special.

It was a fantastic experience to give the keynote at the iconic Intercontinental Athénée Palace, in the very room where, many years ago, I was a regular at all the art auctions held there. Stepping back into that space, now from the speaker’s podium, made the moment even more meaningful. It was incredibly fulfilling to connect with such a dedicated audience, diving into meaningful dialogues, addressing real challenges, and exploring the solutions that matter most. There’s something truly powerful about creating authentic exchanges that resonate with people’s needs and interests—it reminds me why I’m so passionate about this field. I am also beyond grateful for the engagement and feedback I received from the audience. It’s inspiring to see so many passionate professionals eager to elevate customer experience to new heights.

Customer Experience Conference 2023 - the first one of its kind in Romania and an incredibly inspiring event. What I didn't know when I first got the invitation to this conference was that my outlook on our industry and the way I envision my career was about to change forever. And here's why. It made me realize how lucky I am to be part of such an exceptional community of CX professionals and enthusiasts, people who put heart and careful consideration into everything they do, who constantly strive to translate complex feelings into business decisions - not an easy task at all if I may add. I felt my heart fill with joy and hope as I listened to Mohamed Latib, Ph.D and Ian Golding speak so beautifully about the opportunities and challenges we face as part of our mission to deliver exceptional experiences to our customers, and I left this conference more inspired than ever. I would like to express my most sincere appreciation for the push the Customer Experience Romania Conference gave me and for reigniting the spark in a wandering CX soul.

October has always been a month full of learning experiences. This year, among others, I had the oportunity to immerse myself in a full day of knowledge-sharing at the first CX Conference in Romania. It was refreshing and quite amazing to be surrounded by over 200 CX professionals, including our dedicated CX leader Alina Dimbean, all committed to placing the customer at the heart of everything they do. The passion with which each speaker discussed their work was remarkable. Meeting Ian Golding was a highlight, and his words were nothing short of inspirational. I'm eagerly anticipating diving into his latest work. Big thanks to Customer Experience Romania and Gabriela Ciupitu for making this event possible. See you next year for more insightful experiences!

A huge congratulations to Customer Experience Romania for organising such a fantastic event, with over 250 attendees! The amount of CX wisdom that was shared was mind-blowing, and I'm so grateful to have had the opportunity to contribute to the discussions as one of the speakers. I can't express how inspired I am after attending this conference. The energy and enthusiasm in the room were contagious! Already looking forward to my next trip to Romania.

Testimonials

Partners

The exceptional journey at CX Conference Bucharest 2025 is brought to you by our valued partners.

Romanian CX Professionals Community Partners

Customer Centricity Index Partner

Event Partners

Strategic Partners

Media Partners

Want to create an unforgettable experience? As a partner of CX Conference Bucharest, you’ll gain visibility, build credibility, and new partnerships. Join us as a partner and leave a lasting impact.

Venues

We look forward to welcoming you, on 14^th of October for the CX Conference at the Le Château, a charming place in the heart of the city, on Turturelelor 11 Street, Sector 3, near Piața Alba Iulia.

And, on 15^th of October, for the CX Workshops at the Maidan Spatiul, in an unconventional and friendly atmosphere, on Expoziției 2 Bld, Sector 1. It’s the perfect home for CX conversations that matter.

From concept to mindset

CX Conference Bucharest 2025

14 - 15 OCTOBER

exploring the future of CX in Southeast Europe

Key Takeaways

Understand the impact of CX in business growth

Celebrate excellence and learn from it

Learn from experience, not theory

Benchmark your organisation with industry insights

Stay ahead with the latest trends and perspectives

Access resources and knowledge you can apply

Build valuable connections

host

14 October - The CX Conference

Human Leadership in the AI Era

online

15 October - The CX Workshops

CX Mentorship

Future of CX in 2035: Foresight x CX

Commercial Excellence in B2B Though Human-Centricity

Romanian CX Professionals Community Partners

Customer Centricity Index Partner

Event Partners

Strategic Partners

Media Partners

Venues

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Experience the Highlights from Last Year
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