IN TODAY’S RAPIDLY SHIFTING ENVIRONMENT, CUSTOMER CARE SERVES AS THE PIVOTAL TOUCHSTONE FOR BUSINESS SUCCESS.

CONQUER THE NEXT FRONTIER. FIND THE HEART IN TECHNOLOGY.

EARLY BIRD TICKET 445 EURO +VAT
before April 10th

TICKET 495 EURO +VAT
after April 10th

In today's rapidly shifting environment, Customer Care serves as the pivotal touchstone for business success. Secure your spot now. Register via alexandra.cozma@market-insiders.com | +40 731 191919

Leadership is a Team Sport.
In our journey to forge a vibrant community, we’ve navigated the evolving landscapes of technology and innovation, embracing new roles and challenges along the way. Together we’ve shaped the customer care industry, marking 19 years of transformative growth and leadership.
Our heartfelt thanks go to each of you who have been part of this journey, fueling our pioneering spirit with your unwavering trust and loyalty. As we stand on the threshold of our 19th edition, we pledge to continue breaking boundaries and elevating our industry to new heights.
Your support is the cornerstone of our success, inspiring us to innovate and excel. Together, let’s embark on this next chapter, shaping the future of customer care with technology that enhances human connection.

Romanian & international speakers

Participants from

Industries
Banking, Telecom, Insurance, IT&C, BPO, Healthcare, FMCG & Retail, Distribution & Courier Services, Travel services, Training & Consultancy, HR, Workplace Safety, Advertising & Media, Energy

Strategic media partnerships

of customers expect consistent interactions across all channels, with the #1 consumer frustration being disconnected experiences.

of customers expect to immediately connect with a company representative when they contact a company.

of customers say they wouldn’t use a company’s chatbot again after a bad experience. The percentage is highest for Baby Boomers and lowest for Gen Z (72% versus 64%).

TECHNOLOGY WITH PURPOSE. SERVICE WITH HEART.

WHY ATTEND
10 COMPELLING REASONS TO JOIN US
- Discover the empathy algorithm and learn how to leverage emotional intelligence in digital interactions, a key differentiator.
- Link customer service to business performance and understand how CS translates into measurable business success.
- Cultivate a culture of continuous learning and explore strategies to instill a mindset of continuous improvement in your team.
- Turn feedback into strategic action and discover best practices for effectively gathering, analyzing, and acting upon customer feedback to enhance service and drive business growth.
- Integrate AI without losing the human touch and discover how AI and technology can enrich human interactions rather than replace them.
- Master the omni-channel experience and dive into the strategies for creating a seamless customer service journey across multiple platforms, meeting customers where they are.
- Stay ahead with emerging tech trends by glimpsing into the future with the latest trends and their applications in CS.
- Prioritize mental health & resilience and gain insights into creating a more supportive environment.
- Build & maintain a strong digital reputation by accessing strategies for enhancing your brand’s reputation in the digital age.
- Empower your community by contributing to the collective growth and innovation of the customer care community, fostering an industry culture of collaboration and shared success.

REGISTER NOW

B2B TARGET PROFILING
DEPARTMENTS
Customer Care | Call Center | Customer Service | Customer Operations & Support | Sales & Marketing | HR | Training & Development | Support Center | IT/IS Support & Development | Business Development | Financial & Legal
INDUSTRIES
BPO | Telecom | Insurance | IT&C | Banking | Healthcare | FMCG & Retail | Distribution & Courier Services | Travel Services | Training & Consultancy | HR | Workplace Safety | Advertising & Media | Shared Services | ITO & Services
SPEAKERS
Local and international widely experienced industry profiles | Strategic leaders and innovation consultants for the Customer Care Industry | Advisory experts around the needs of the Romanian Customer Care community | Managing staff from Customer Care solution providers operators

CORE AREAS
PEOPLE
The Empathy Algorithm
Explore strategies to infuse emotional intelligence into customer interactions, especially when mediated by technology.
Mental Health in High-pressure Roles
Address the importance of mental health support for customer care professionals and create a supportive work environment.
A Culture of Continuous Learning
Discover how to foster a culture that values ongoing education, adaptability, and resilience.
BUSINESS
The ROI of Exceptional Customer Service
Identify key performance indicators that link CS excellence to measurable business outcomes.
From Feedback to Action
Best practices for gathering, analyzing, and acting on customer feedback to drive continuous improvement.
Reputation Building in the Digital Age
Strategies for maintaining customer trust and brand integrity during transformative times.
TECHNOLOGY
Enhancing Human Touch
AI will be used to support rather than replace human interactions in customer service.be used to support rather than replace human interactions in customer service.
The Omni-channel Revolution Strategies for integrating customer service channels to provide a cohesive and responsive customer experience.
Emerging Tech Trends
A look at the latest technologies, and their amazing potential for customer care applications.

OUR SPEAKERS

Florin Mitran
Academy Eastern Europe and Senior Facilitator
