Romanian Contact Center Awards

Romanian Contact Center Awards rewarding customer care vision

The first Romanian Contact Center Awards highlights the best of the best from the customer care area, from contact center managers to call center representatives and more - powered by Contact Center Magazine.

23/02/2026

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.

🤝 Unity Drives Impact. Together, we set the next standard in  . For over 16 years, the Romanian Contact Center Awards ha...
12/02/2026

🤝 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].

09/01/2026

📈By 2030, over 80% of customer interactions will be influenced by AI, and organisations that embed artificial intelligence into CX strategies are expected to grow 25% faster. Customer experience is now the most impactful business differentiator, and technology can substantially augment outcomes.

🎤We recently accepted PRO TV’s invitation to explore shaping CX over the following years - from faster responses, to simplified journeys, to more consistent, human centric interactions. When designed with care, AI creates clarity, trust, and continuity across the entire .

As Madalina Vilau, the leading advocate empowering Romania’s CX community for over 25 years, captured it:

“Smart tech helps reduce waiting time and step in where there are many repetitive actions that shouldn’t be handled by a human. What truly matters is HOW we introduce AI into customer journeys, so that it works well for both sides. When we remove repetitive tasks and enable customers to get simple answers quickly, without always needing to speak to a person, backend applications can support faster, more efficient responses. AI and strong people cultures define what comes next.”

🤝 Thank you Mădălina Uceanu and PortalHR, for facilitating this insightful exchange of ideas that shape the future, at the 1st conference edition.

This year, we launch , the first conference, dedicated to creating a culture of care, powered by AI-driven . Stay tuned for news and save the date May 7th 2026 in your business calendars!

📺 Watch the full media feature via the link in the comments.

24/12/2025
10/12/2025
08/12/2025

🏁 Just two days to go until our second strategic get-together: Customer Experience Roadshow Bringo Edition, where is The New Competitive Currency.

This Wednesday, we welcome you into a dynamic space where we co-create and business transformation grounded in every day reality.

🎤 Meet our Speakers, game-changing experts designing the future of , loyalty and innovation in CX. Their know-how sets the direction for a memorable event series designed for leaders ready to improve , build lasting customer attention capital, and grow beyond discount-driven tactics.

Oana Lung, Head of Customer Experience, Bringo
17+ years of CX know-how in the telco sector and nearly 2 years in e-groceries, driving Service Design Transformation with solutions that improve how brands interact with customers and empower positive life changes.

Dragoș Gavrilescu, Founder & CEO, True Say & Portall
25+ years of customer intelligence across 14 countries and 50 companies, an innovative entrepreneur that ignites strategic business transformation and growth.

Adrian Cerga, Head of Customer Care & Telesales Strategy, Altex Romania & Bricostore
20+ years of strategic sales and customer operations know-how in retail and telco, across multinational intrapreneurial and entrepreneurial environments, driving high-performing teams, omni-channel retention and customer loyalty results.

Bogdan Ilinca, Product & Innovation Lead, Mediatel DATA
15+ years of contact center know-how, blending product vision, operational insight, and passion for smart tech to turn ideas into scalable next-generation AI-driven solutions.

Mădălina Vilău, CX Consultant & Leadership Facilitator, CEO Marketing Insiders Group
30+ years of bridging CX and EX in an AI-powered world for better businesses, healthier societies, and empowered people. Care Academy and Romanian Contact Center Awards Founder, European Contact Centre & Customer Service Awards Juror, and more.

Alin Roșca, CEO & Founder, RepsMate
visionary entrepreneur determined to revolutionise the way people communicate through tech. Impact Stars Award “Technology Fast 50 Central Europe” (Deloitte). "Top 100 Innovative Companies in CEE" (Vestbee).

This condensed edition is almost sold out. We are honoured by the overwhelming interest and support that we have received from the . Thank you! 💌

🤝 Interested in partnering or joining our speakers' lineup for the next edition (Regina Maria - January 29th 2026)? Explore the Key Areas and Topics on conference-arena.com and reach out for custom inquiries via [email protected].

CExp ROADSHOW Series - 1st Edition PPC RomaniaBusiness Intelligence in Motion.CX in Action.Powered by Marketing Insiders...
02/12/2025

CExp ROADSHOW Series - 1st Edition PPC Romania

Business Intelligence in Motion.
CX in Action.

Powered by Marketing Insiders Group

27/11/2025

Every great movement has a defining start, and today, as our TOUR begins, we owe that momentum to a visionary partner defined by forward-thinking leadership.

🌟A special THANK YOU to PPC Romania, our Presenting Partner, for powering the very first Roadshow Edition with outstanding commitment to operational excellence and collaborative leadership.

PPC Energie goes beyond being an industry leader, to building strategic bridges, connecting people and businesses through Innovation, Responsibility, and a genuine Culture of Care. Their agile mindset actively powers the future of .

🤝This reflects their belief in the value of a stronger, more connected business community and their drive to support the leaders shaping tomorrow’s customer journeys.

Grateful for the trust, the partnership, and the shared vision. Together, we move the forward.

26/11/2025

🌐 Strategy shapes direction. Synergy turns it into momentum. As we will soon step into the 1st Customer Experience Roadshow Edition, we want spotlight the strategic alliances that strengthen our vision and elevate the impact we bring to the .

🤝 THANK YOU to our for empowering our mission to build a collaborative CX leadership arena, by supporting the 1st Shared-Experience in Romania.

European Customer Contact Alliance (ECCA)
A European powerhouse driving excellence in customer contact, uniting best practices, benchmarking and professional growth across markets. Their cross-industry insight adds strategic depth to the transformations we champion locally.

British Romanian Chamber of Commerce (BRCC)
A leading voice in business collaboration, fostering international partnerships and elevating service standards. BRCC’s commitment to community and innovation strengthens our mission to shape meaningful human-centric business experiences.

⚛️ Our CX Insiders Ecosystem.
The Marketing Insiders Group brands and service divisions, spanning market research, training programs and business conferences, are designed for 360° business acceleration, driving progress from insight and learning to processes and culture.

Mystery Shopping Agency – delivering real-world insight into service consistency and CX performance.

– shaping the next generation of CX, through experiential learning and mentoring, while advocating for team wellbeing.

Conference Arena – creating platforms where leaders connect, share, and move industries forward.

💗 Together, strategy becomes action and collaboration becomes impact. Tomorrow we continue growing this mindset. See you ON TOUR!

25/11/2025

Just one day to go until we kickstart the TOUR with the first Customer Experience Roadshow Edition (hosted by PPC Romania, where market impact meets human connection.

This Thursday, we open the doors to an immersive experience built on shared insight, and the power of real-world transformation.

🎤 Meet our Speakers, the pioneers shaping the next chapter of , CX operations and clever AI across industries. Their expertise sets the tone for an experiential event series designed for leaders who want to move markets and win hearts.

Ionuț Dună, General Manager, PPC Romania
20+ years of transforming complexity into strategic opportunity across key industries, inspiring people and accelerating business growth through smarter, more connected services and CX ecosystems.

Gheorghe Alin Bilt, Manager, Bain & Company
multiple years of international experience in data-driven strategy, building customer-centric solutions that drive sustainable growth and sharpen organisational performance across power markets, retail energy, and beyond.

Sergiu Pop, Cloud & AI Specialist EMEA, Microsoft
18+ years of strategy design for predictive CX and business transformation, fostering innovation in the enterprise sector that builds the future of customer engagement.

Maria Masha Gavrilescu, Customer Advocacy Director, PPC Romania
16+ years of design thinking and strategic marketing know-how across B2B and B2C markets, building human-centric solutions that empower teams to deliver business results and customer value.

Alin Rosca, CEO & Founder, RepsMate
visionary entrepreneur determined to revolutionise the way people communicate through tech. Impact Stars Award “Technology Fast 50 Central Europe” (Deloitte). "Top 100 Innovative Companies in CEE" (Vestbee).

Carmen Cucu, Patient & Customer Experience Director, Regina Maria - Rețeaua de Sănătate
27+ years of business process optimisation and change management know-how across multiple industries, focusing on customer centricity and team leadership.

Dan Mazilu, Founder & General Manager, Mediatel DATA
30+ years of CX technology leadership, championing innovation that empowers people and drives business impact across multiple industries and global markets.

Ioana Alexandra Krekan, Head of Customer Operations, PPC Romania
12+ years of customer operations expertise with a strong impact across energy and telecom sectors, focusing on CX process optimisation, service excellence and communication that drives connection and results.

This edition is now at full capacity. Thank you for your incredible interest, trust and loyalty. 💌

🤝 Interested in partnering or joining our speakers' lineup for the next two CX Roadshow editions (Bringo - December 10th, Regina Maria - January 29th)? Explore the Key Areas and Topics on conference-arena.com and reach out for custom inquiries via [email protected].

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