Conference Arena

12/02/2026

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!

29/01/2026

27/01/2026

Just 2 days to go until the 3rd CExp Roadshow edition!
🎯 The strategic AGENDA covers today’s most critical & challenges:

Reaching operational without losing empathy.
How customer-centric technology can scale human2human care.
Building trust capital in highly sensitive ecosystems.
Designing digital experiences across the full .
Creating empathy systems, not isolated initiatives.
Amplifying the customer voice in PX, beyond dashboards.

🎤 Our Speakers Lineup brings depth, diversity, and practical insight:

Carmen Cucu, Patient & Customer Experience Director, Regina Maria: 27+ years in business process optimisation and change management, with a strong focus on customer centricity and people-first leadership.

Anda Bucsan, Chief Customer Officer, Cargus: 20+ years of customer-centric strategy in logistics, driving operational transformation, service excellence, and team development.

George Popa, Psychotherapy Clinics Manager, Regina Maria: 18+ years of multi-industry experience, now focused on scaling mental health services through high-performing teams and impactful wellbeing initiatives.

Liviu Moldovan, Customer Support Engineer, Mediatel Data: 20+ years of business expertise, with 7+ years turning contact center operations into people-focused, scalable CX solutions with Mediatel Data.

Raluca Binder, Corporate Sales Director, Regina Maria: 20+ years in business development, enabling strategic partnerships that actively shape the future of medical care.

Alina Ambrozie, Executive Director, Ponderas Academic Hospital: 35+ years of strategic operational leadership, bridging medical excellence with business vision to empower both teams and patients.

Gabriela Beloiu, Campus Medical Director & Clinics Manager, Regina Maria: 20+ years of patient experience and business optimisation, focused on operational excellence, team synergy, and customer satisfaction.

🎙️Leading the dialogue: Madalina Vilau, CEO, CX Consultant & Leadership Facilitator at Marketing Insiders Group. With 30+ years of bridging CX and EX in an AI-powered world for better businesses, healthier societies, and empowered people, Mădălina will guide the event dynamics, challenge assumptions, making sure the conversations stay grounded in everyday reality, relevance, and human impact.

Our deep appreciation goes to the dedicated MIG partner network,🤝and a big Thank You to the inspiring brands making this roadshow experience possible:

Presenting Partner & Roadshow HOST: Regina Maria - Rețeaua de Sănătate
Strategic Partner: European Customer Contact Alliance (ECCA)
Intelligence Partner: Mediatel DATA
Media Partner: PortalHR

👁️‍🗨️ Stick around for LIVE, behind-the-scenes insights.
Coming soon.

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