Enlightening

We believe that strategic thinking begins with the 𝗔𝗥𝗧 𝗢𝗙 𝗡𝗢𝗧𝗜𝗖𝗜𝗡𝗚, and real success doesn’t always shout; often, it whispers. 💡Here’s what our clever companion, Griselda - the praying mantis, taught us:

𝗣𝗔𝗧𝗜𝗘𝗡𝗖𝗘 drives results – A mantis waits in stillness for the perfect moment. In business, timing is everything. Resist the urge to rush, seize opportunities when they truly matter.

𝗙𝗢𝗖𝗨𝗦 is power – The mantis never loses sight of its target. In leadership, clarity of vision cuts through inevitable distractions.

𝗔𝗗𝗔𝗣𝗧𝗔𝗕𝗜𝗟𝗜𝗧𝗬 is advantage – Whether blending into its surroundings or striking quickly, the mantis thrives by adjusting. Leadership belongs to businesses that evolve with their environment.

🏅 is not about speed, it is about finding the balance between passion and composure. We advocate this through all our and CX communities.

What lessons have your pet friends taught you that influence your professional journey?

Vision knows no borders, and collaboration drives the future of our industry. Marketing Insiders Group is proud to announce 𝗟𝗘𝗜𝗚𝗛 𝗛𝗢𝗣𝗪𝗢𝗢𝗗 as an Honorary Jury Member🏆 for the 16th Romanian Contact Center Awards, taking place on May 22nd in Bucharest, part of CUSTOMER CARE CONFERENCE & EXPO - 20-Years Anniversary Edition.

A recognised leader in global customer care, Leigh brings more than two decades of experience in advancing service excellence, people development, and strategic transformation. As CEO of the CCMA | 𝗖𝗢𝗡𝗧𝗔𝗖𝗧 𝗖𝗘𝗡𝗧𝗥𝗘 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧 𝗔𝗦𝗦𝗢𝗖𝗜𝗔𝗧𝗜𝗢𝗡 and Chair of the ECCA | 𝗘𝗨𝗥𝗢𝗣𝗘𝗔𝗡 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗖𝗢𝗡𝗧𝗔𝗖𝗧 𝗔𝗟𝗟𝗜𝗔𝗡𝗖𝗘, she plays a pivotal role in uniting industry voices to design a shared future of customer contact across Europe.

is the UK’s leading organisation for contact centre professionals, focused on learning, benchmarking, and building strong leadership communities. brings together Europe’s customer contact associations to foster innovation, knowledge-sharing, and continuous progress.

Known for her deep commitment to people, culture, and empathy in leadership, Leigh advocates for environments where professionals can grow, thrive, and lead meaningful change. Her voice adds depth to this year’s jury panel as we celebrate Romania’s most inspiring achievements in customer care.

Explore the journey on customers.ro.

🎓 Knowledge inspires action, and collaboration makes the impossible possible. At this year’s CUSTOMER CARE CONFERENCE & EXPO – 20 YEARS ANNIVERSARY EDITION, Marketing Insiders Group opens a new horizon, connecting academic brilliance with business evolution through the . This initiative brings remarkable leaders from top universities into the heart of the industry dialogue, fueling the future of customer care with research-driven insight and game-changing perspectives.

We are very proud to welcome Horia Cucu, a true pathfinder in speech and language technology, whose work continues to redefine what’s possible in AI-powered communication. With more than 15 years of experience, Horia is both Associate Professor at Universitatea POLITEHNICA din București and Founder & CEO of Zevo Tech, where he champions Romania’s leading innovations in speech processing.

From receiving the Romanian Academy Prize for the first large-vocabulary ASR system to authoring over 120 scientific publications, holding 2 patents, and directing more than 15 research projects, Horia demonstrates what happens when academic depth fuels technological progress. His research spans multilingual speech recognition, emotion detection, and machine learning, pushing boundaries that shape the future of how people and technology connect.

Meet Horia Cucu at , happening May 21-22, and don't miss his groundbreaking speaker presentation.🎙️

Explore this year's conference journey on customers.ro

Leaders show up.

For over two decades, we've been shaping a bold and powerful customer care community across Central and Eastern Europe. Your passion fuels our commitment to elevating this dynamic industry. On behalf of Marketing Insiders Group,❤️ 𝗧𝗛𝗔𝗡𝗞 𝗬𝗢𝗨 for being at the heart of our journey.

🤝𝗝𝗢𝗜𝗡 𝗨𝗦 at the 20th CUSTOMER CARE CONFERENCE & EXPO 𝗔𝗡𝗡𝗜𝗩𝗘𝗥𝗦𝗔𝗥𝗬 𝗘𝗗𝗜𝗧𝗜𝗢𝗡, on May 21st-22nd 2025, for a game-changing expedition to the Future of Customer Engagement. Get ready to connect with leading brands and inspiring experts that redefine digital transformation, contact center strategies, customer care operations, and agent experience, aiming to help you thrive in an AI-powered business world.

This year’s conference will be hosted at the refreshing Orangerie Herăstrău, and will feature the 16th Romanian Contact Center Awards edition, on May 22nd.

Save the date in your business calendar and take advantage of our 𝗘𝗫𝗖𝗟𝗨𝗦𝗜𝗩𝗘 𝗔𝗡𝗡𝗜𝗩𝗘𝗥𝗦𝗔𝗥𝗬 𝗗𝗜𝗦𝗖𝗢𝗨𝗡𝗧𝗦, special sponsorship opportunities, and perks. 🎫 Seats are limited and Early Bird Tickets are going fast, secure yours now via [email protected].

Check out the 2025 experience on customers.ro.

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].

Meta-analytic studies reviewing 50 years of research show that traits such as curiosity, extraversion, and emotional stability are twice as important as IQ. Leadership as we know it is reshaping, focusing more on engagement and - with soft skills taking over.

🔄 Reverse Mentoring: Bridging Generational and Hierarchy Gaps. 🔄 In an agile business world, learning knows no age or boundaries. It never stops. is all about turning the tables and embracing the wisdom and intuition of younger or older generations, about embracing cultural and mindset diversity. 🤝

🎡 Here's how it works:
↔️ Pros as Learners:
Experts become mindful learners, seeking insights from relevant colleagues regardless of age groups or professional backgrounds.

↔️ Fresh Perspectives:
Old and new mindsets merge, as younger mentors share their tech-savviness, and innovative ideas, providing a fresh lens on business challenges.

↔️ Knowledge Exchange:
Leadership is a two-way street. Multiple generations swap knowledge and brainstorm for business growth and better team cohesion.

↔️ Fostering Inclusivity:
Reverse mentoring cultivates a diverse, inclusive workplace where everyone's voice is valued.

↔️ Breaking Stereotypes:
Age is just a number! Your title is just one side of the story. Reverse mentoring shatters , promoting genuine collaboration and creativity.

Curious to know more about how to reconnect with your team and increase engagement and ? Book an Program with Enlightening and get ready for an unconventional transformation journey! 🚀 Start today via [email protected].

🌱

Mark Zuckerberg is living proof that paths are allowed to be , and that following your vision sometimes means paving your own way and not what society says is The Way, even if that means making mistakes and taking chances, or being criticized.

“Move FAST and break things. Unless you are breaking stuff, you are not moving fast enough.”

Mark is a fascinating human being that never ceases to amaze the world with his brilliance and , in business and in day-to-day life. Check out these cool that highlight his inspiring :

🚵 DETERMINATION
Following his computer passion, at the age of 12 he created his first messaging program called Zucknet.

⛰️ AMBITION
In high school, AOL and Microsoft tried to recruit him and he turned them down.

🌆 COURAGE
He dropped out of to focus on running , a company that would change the face of the Internet and of digital interaction. Mark received an honorary degree from Harvard University in 2017.

📚 EFFORT
He can read and write English, French, Hebrew, Latin, Ancient Greek, and Mandarin.

👕 SIMPLICITY
Mark wants to clear his life so that he makes as few decisions as possible about anything else but his work. So his living habits are simple and even modest at times.

🤝 EMPATHY
Contrary to countless scandals surrounding Facebook data usage, Mark is committed to social responsibility and will spend over $3.4 billion on human health. In 2021, ’s net worth is estimated to be $115.6 billion, and he pledged to donate to charity at least half of his wealth throughout his life.

“If you want to build something great, you should focus on what the is that you want to make in the world.”

Feel like it’s 𝗧𝗜𝗠𝗘 𝗧𝗢 𝗥𝗘𝗙𝗥𝗘𝗦𝗛 𝗬𝗢𝗨𝗥 𝗟𝗘𝗔𝗗𝗘𝗥𝗦𝗛𝗜𝗣 𝗢𝗨𝗧𝗟𝗢𝗢𝗞 and unlock new perspectives and better results?
BOOK an experiential via [email protected], and our advisors will reach out for a complimentary assessment.

Photo source: David Paul Morris/Bloomberg/Getty Images

If growing your Customer Satisfaction means lowering your Employee Satisfaction you need to recalibrate your overall strategy. 📍 Customer care leaders highlight as top priorities over the next months: to retain and cultivate the best professionals, to design and implement simplified CX while reducing cost and call volumes, and to build innovative Digital Care ecosystems.

🤝 In order to better understand brands need to empower and focus on Customer Intelligence strategies that deliver more personalized brand interactions than ever before. Make no mistake, over 50% of consumers will shift to other brands if companies don't routinely anticipate their needs, beyond brand, service, or product. We are witnessing the rise of the . Both customers and employees need to feel heard and seen in order to commit to long-lasting business relationships.

🏁 Time to get to know the modern customer and reconnect with your audience! Explore what the future of CX looks like and meet inspiring minds and brands at the 10th Customer Experience Forum edition that will take place on NOVEMBER 21st 2023 Plaza Bucharest.

The strategic event is powered by Marketing Insiders Group, under the Conference Arena BTL division, leading the local customer-centricity trends and transformation benchmark for over a decade.

💸 Secure a DISCOUNT ticket before all the EARLY BIRD seats run out!

Please visit ➡️ https://conference-arena.com/customer-experience-forum-2023 for event registration and more info regarding topics, business benefits, partners, and more.

For group booking discounts, strategic partnerships, and speaking opportunities reach out via [email protected].