09:30 - 10:00 | Welcome Coffee

Mihaela Apostoleanu, Director EMEA Customer Support@Microsoft Romania

10:00 | Creating a Customer Experience Framework Strategy for Microsoft Customer Support Services

Diana Stafie, Strategic Foresight Consultant and Partner @futureStation

10:30 | Foresight: consumer trends shaping the future today Getting a glimpse of the future today - with emerging trends and business innovation.

Florina Dobre, Chief Customer Officer @Carrefour RO

11:00 | Employee Experience = Customer Experience. Our Employees are Customers Happiness Keepers.

13:25 - 14:25 | Lunch Break

Catalina Banuleasa, UX Google Developer & Design Sprint Master,Co-founder @Design Thinking Society

12:55 | How to Design a Customer Experience that Keeps your Customer Happy

Teodora Migdalovici, International Public Speaker, Awarded Brand Therapist & Author, Founder @Alternative School, LoveandLobby.com

15:25 | A Heart-to-Heart Talk # Back to basics. How to cut through the noise and use millenia old EQ to make customer relationships work out good.

14:55 | Customer Experience & People Engagement through Agile

James Murphy, Founder Institute Hatch and L’Marks Mentor,Co-founder & CEO @Squid40

11:55 | Mindset over skillset. How EX + CX are better together.

Catalin Vasile, Consultant, Head of Sales & Customer Experience Practice@Trend Consult

15:55 | How to Propagate a Customer-Centric Culture in the Organization

Viorica Laudescu, Customer Experience Manager @Carrefour RO

Amalia Costa, Chief Design Officer & Product Architect @Squid40

11:40 - 11:55 | Coffee Break

Marian Costache, Managing Partner @Motion Vision Communication14:25 | Wordless Stories. A MULTIsensory Experiment

Alina Gleiss, Senior Manager, Commerial Sales @Zendesk12:25 | The Best Customer Experience is Built with Zendesk. How do we do it?

16:25 | Networking Conference Moderator: Silviu Man

Partners:

Gold Partner:

Gold Partner:

Customer Experience Forum9th Edition Agenda

26th February 2020 @Point Cultural Hub

Ela Banu, Head of Operations @ING ROLivia Dragomir, Circle Lead Client Services @ING RO