Customer Insider Magazine

𝗡𝗼𝗶𝘀𝗲 𝗳𝗮𝗱𝗲𝘀. 𝗜𝗺𝗽𝗮𝗰𝘁 𝗿𝗲𝗺𝗮𝗶𝗻𝘀. Some leaders fill rooms with volume. Madalina Vilau fills them with presence.

Today is her day. 💚

And although she sometimes stays away from the spotlight, we felt it was important to pause and say this: for (so) many of us, Mădălina is both a refuge and a launchpad, a place where ideas are safe and where limits quietly disappear.

For over 25 years, she has shaped operational strategy, customer experience, and leadership thinking, long before these became fashionable terms. Not for applause, but in ways that last. She was among the first top business women to introduce a new philosophy of business in Romania, one that today influences how some of the largest companies build strategy, tech transformation and culture. She created a human-centric movement that shaped generations of exceptional professionals, inspiring individuals to thrive and empowering businesses to grow.

She teaches us to 🌱 Think Bigger and Care Deeper.

In the meeting room.
In a taxi between appointments.
In the few minutes between two board meetings.
In-person or in a cleverly written post that she shares in a rushed moment - she delivers a mind-shifting lesson. And somehow, it lands exactly when you need it.

She stops the spin.
She makes you look up.
Breathe. Sometimes smile.
And remember what matters.
“Life is lived one day at a time.”

Impact doesn’t come from noise.
It comes from everyday actions, from ordinary moments that, led with courage and heart, turn into extraordinary achievements.

Today, we celebrate her birthday, and applaude the way she quietly changes people, businesses, and futures for the better.

Happy Birthday, Mădălina!🌻
THANK YOU for showing us that beyond building legacies, true leadership is not measured in titles, but in lives changed and businesses reimagined. The best is yet to be written, and we can't wait to experience it with you.

Is the New Capital. 🚦The 4th Edition steps into a sharp conversation: 𝗘𝗟𝗘𝗩𝗔𝗧𝗜𝗡𝗚 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗢𝗣𝗘𝗥𝗔𝗧𝗜𝗢𝗡𝗦 - 𝗙𝗥𝗢𝗠 𝗘𝗫𝗣𝗘𝗥𝗜𝗘𝗡𝗖𝗘 𝗧𝗢 𝗦𝗧𝗥𝗔𝗧𝗘𝗚𝗜𝗖 𝗖𝗔𝗣𝗜𝗧𝗔𝗟.

📊 Across the EU:
86% of customers say experience influences their loyalty more than price (PwC)
Companies leading in CX outperform laggards by up to 80% in revenue growth (Forrester)
AI-enabled customer operations can improve productivity by 20–30% when embedded at system level (Deloitte)
Yet only 23% of organisations say they have successfully operationalised CX across departments (Gartner)

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 𝗶𝘀 𝗡𝗼𝘁 𝗛𝘆𝗽𝗲.
It’s not dashboards.
It’s not campaigns.
𝗜𝘁’𝘀 𝗦𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲𝗱 𝗖𝗮𝗽𝗶𝘁𝗮𝗹.

This STOP explores how leading organisations transform customer operations into measurable enterprise value:
📍 Designing operational architectures that turn insight into impact
📍 Aligning CX metrics with financial governance and board-level KPIs
📍 Building AI-powered service ecosystems rooted in trust
📍 Re-engineering customer journeys as long-term value infrastructures
📍 Turning frontline ex*****on into strategic advantage

We are proud to host this edition on MARCH 17th in 𝗖𝗹𝘂𝗷-𝗡𝗮𝗽𝗼𝗰𝗮 at Banca Transilvania, leading financial force that has consistently demonstrated that scale, emotion and agility can strategically coexist, and that innovation in customer operations is a 💛Human-Centric Growth Engine, not a support function.

Because today, CX is not a cost center.
It is business currency and cultural power.
And currency must be managed, measured, and capitalised.

ROADSHOW SERIES are invitation-only, with very limited seating. For speaker slots and partnership opportunities, reach out to [email protected].

More information is available in the link in the comments.

🤝 Unity Drives Impact. Together, we set the next standard in . For over 16 years, the Romanian Contact Center Awards have celebrated the people, teams, and organizations that elevate the industry.

On May 28th, at UNDA - Open Possibilities, Bucharest, we gather again for the 17th edition of the Romanian Contact Center Awards GALA, a night dedicated to the true champions of customer care.

The leaders who raise standards.
The innovators who redefine what’s possible.
The partners who build stronger ecosystems.
And the amazing professionals who grind when none is watching, the heroes behind every interaction.

This year, we spotlight excellence 🏆 across four powerful pillars: People Performance & Culture, Business Impact, Technology Transformation, Partnership Synergy. Because go beyond operations, they are engines of Trust, architects of Experience, and communities built on Collaboration.

From human dedication to AI acceleration, from precision in ex*****on to unity in collaboration, honors those who turn conversations into loyalty and service into leadership.

📅 Applications Registration Start on March 2nd.
If you are ready to showcase your achievements and inspire the industry, this is your moment!

Together, we move the industry forward.
Join us. Celebrate excellence. Inspire what’s next.

For application guidelines and additional awards information, reach out via [email protected].

21 years ago, we started a conversation about . Today, that conversation drives an unprecedented evolution in .

On May 27–28, the 21st CUSTOMER CARE CONFERENCE & EXPO edition returns to UNDA - Open Possibilities, Bucharest, where legacy meets foresight, and intelligence meets humanity.

This year, one theme stands above all: 𝗧𝗵𝗲 𝗔𝘂𝗴𝗺𝗲𝗻𝘁𝗲𝗱 𝗛𝘂𝗺𝗮𝗻.
As accelerates, the real competitive advantage is not replacing people, it’s elevating them.

80% of service leaders are investing in AI to increase productivity and efficiency.

Agents using intelligent assist tools report saving up to 2 hours per day on repetitive tasks.

Yet over 60% of customers still prefer human interaction when situations are emotional or complex.

Speed wins attention.
Empathy wins loyalty.
Judgment wins trust.

The question for 2026 is NOT “How much can we automate?”
It’s “How do we redesign roles, skills, and ecosystems so people perform at their highest levels?”

WHAT We’ll Tackle Together This Edition.

🧡PEOPLE – The Augmented Experience:
AI-enhanced performance & decision support
Power skills: empathy, adaptability, ethical judgment
: agent, analyst, automation trainer
Psychological safety in high-automation environments

🎯BUSINESS – From Cost Center to Growth Engine:
Service as revenue architecture
as a growth multiplier
Real-time insight as strategic leverage
Trust as economic currency

🤖TECHNOLOGY – Intelligent CX Ecosystems:
Real-time assist & next-best-action tools
Seamless omnichannel orchestration
Governance, compliance & risk management
From quality monitoring to

Over two strategy-packed days, industry leaders across telecom, banking, retail, healthcare, BPO, IT&C, insurance and more pivotal industries will explore how customer care becomes a tool.

📍 See you on May 27–28 at UNDA Lake View.
🔗 Link with more info in the comments.

For partnership opportunities, speaker slots, and ticket purchases, reach out via 📩 [email protected]. Secure the limited early register & sponsor rewards before they run out!

The Ripple Effect of Customer Understanding Has Already Started. Across Europe, customer care is under pressure from all sides: higher expectations, faster channels, growing automation, and less tolerance for friction.

Early signals from the 2026 STUDY point out that:

📍Speed alone no longer earns trust.
📍Omnichannel maturity is still uneven across industries.
📍AI accelerates service, but does not replace judgment in emotionally charged moments.
📍Customers reward brands that understand them, not just solve needs.

This is the 𝗥𝗜𝗣𝗣𝗟𝗘 𝗘𝗙𝗙𝗘𝗖𝗧: small moments in customer interactions, response time, clarity, ownership, tone - all creating disproportionate impact on loyalty, reputation, and long-term growth.

The Marketing Insiders Group 2026 Benchmark is capturing these signals in real time by assessing critical KPIs spanning service efficiency and CX quality in 𝟯𝟮𝟴 organisations from 𝟰𝟭 industries in 𝟴 cities, across private and public sectors. The Research is implemented by Mystery Shopping Agency through 𝗛𝗬𝗕𝗥𝗜𝗗 𝗜𝗡𝗧𝗘𝗟𝗟𝗜𝗚𝗘𝗡𝗖𝗘: AI-powered analysis guided by expert human perspective.

📈What emerges goes beyond scorecards, shaping a 𝗠𝗔𝗥𝗞𝗘𝗧 𝗕𝗔𝗥𝗢𝗠𝗘𝗧𝗘𝗥, showing where customer care is heading, where risks are forming, and where intentional experiences outperform old standards.

The study is ongoing, and the first insights are already leading strategic conversations. Explore what we’re measuring, why it matters, and how small insights create big business impact.

👇 Get an inside look and Secure Data Access to gear up for what’s next in customer experience via [email protected], the PRESENTATION link is in the comments below.