Marketing Insiders Group

✨ The design thinking workshop at the Customer Experience Forum brought a wave of fresh perspectives by Reframing the Problem for Creative Solutions. The session was masterfully facilitated by Julien Zidaru, Managing Partner at Exact Business Solutions - Research & Consulting & Founder at DesignThinkers Academy Eastern Europe, along with Adriana Muscalu, Sr. Researcher & Business Consultant at Exact Business Solutions - Research & Consulting. 🔍 We live in a world of poly-crises, and we often rush to solutions without fully understanding the core problem. This workshop took a step back, encouraging participants to slow down, dig deeper, and explore problems from multiple perspectives before jumping into solutions. 💡 Participants learned the importance of reframing problem statements through journey mapping activities. We really enjoyed the energy in the room was palpable, as everyone worked together to challenge assumptions and co-create more meaningful, user-centered problem statements. The main takeaway? Reframing problems is absolutely crucial for innovation. It helps ensure you’re solving the right challenge, with a deep understanding that leads to creative solutions. A great session for anyone looking to creatively solve problems through collaboration! ✨ #CXForum #ProblemSolving #Creativity

Workshop recap: Use your EX to transform CX ✨ At the Customer Experience Forum, Corina NEAGU, International HR Strategist, Mentor and Coach at DARE - Development Advice & Resources, led a powerful, hands-on workshop that showed just how closely Employee Experience (EX) is linked to delivering exceptional Customer Experience (CX). The energy in the room was undeniable as participants explored innovative ways to assess and enhance their EX strategies. Attendees discovered practical tools to create impactful change within their teams, through real-world examples and interactive activities. This super-engaging workshop showed how a motivated workforce is the key to extraordinary customer experiences, all through boosting employee engagement, or identifying key opportunities for improvement. The biggest takeaway? Happy employees lead to happy customers - and the ripple effect starts now! 💼 #CXForum #EmployeeExperience #Leadership

The second day of the 11th edition of Customer Experience Forum ended in 3 parallel workshops, which placed the spotlights firmly on the audience, transforming them into main contributors! ✨ Put the CARE Back in Customer Care was facilitated by Madalina Vilau, CEO at Marketing Insiders Group, and Raluca Paduraru, CX Business Consultant at Marketing Insiders Group. The workshop started with a dose of reality: incivility, whether it’s between co-workers from different departments or customers and frontline staff, has become all too common. 🧑🤝🧑 From there, the session quickly transformed into a space for dynamic collaboration. Participants rolled up their sleeves to address the issue head-on through a reverse-brainstorming exercise, which sparked plenty of creative ideas and candid conversations. We laughed, learned, and reflected on how these insights can lead to real change. The key takeaway? Care is at the heart of great CX. And it all starts with small, everyday gestures we can choose to make, right now! 💡  #CXForum #CustomerCare #Leadership

At the Innovate CX – Startup Pitch Session, we saw a dynamic blend of innovation and agility as startups presented their unique value propositions to the audience. 🌟 Delia NECULA, MBA, President of Medtech Committee at InnovX, Business mentor, and Angel Investor, masterfully guided the discussion and brought out the best insights from each participant. Philippe V., CEO at Dateligens Systems, emphasized the growing need for secure and compliant data management solutions. Their platform is pioneering the future of data privacy and security, shaping the way organizations safeguard sensitive information. Antonia Dumitriu, Co-founder & CEO at Irisphera, shared how their B2B platform helps companies streamline operations through personalized outfit curation services, which saves time and enhances their clients' customer experience. Ciprian Cazacu, Co-founder & CEO at easySales Global, highlighted their platform’s ease of implementation for non-technical business owners, empowering companies to optimize sales processes without the pressure of dealing with technical integrations. Agile startups like these are at the forefront of CX innovation because they proactively design flexible solutions that help businesses thrive. And they back it up with real-world implementation. The session wrapped up with an open invitation for the audience to connect with these startups and explore how collaborations between corporations and nimble startups can create extraordinary outcomes. 🚀 #CXForum #CustomerExperience #StartUpInnovation

Lachezar Gavrilov, Digital Product Manager at The Coca-Cola Company Hellenic, delivered an insightful session on CX powered through technology, using a concrete Agile transformation case study. 🚀 The focus? Becoming more customer-centric, faster, and more efficient to improve CX and increase the value delivered. 🎯 Is there a golden recipe for digital transformation success? At Coca-Cola Hellenic, they believe it’s diversity. 👩💼 Diversity in talents which enriches the organization with diverse backgrounds. 🖥️ Diversity in technology which means exploring all available technologies. Analyze and create MVPs to experiment. In the digital era, all technologies have potential. 🌍 Diversity in culture to help build a strong company culture where customers & consumers are at the core, and education on new technologies is a priority. 🌟 Diversity in leadership to transform management through empathy, collaboration, curiosity, and agility. #CXForum #CustomerExperience #AgileTransformation

Diana Stafie (Parfeni), Strategic Foresight Consultant & Founder at futureStation - Trend Scanning I Scenario Planning I Foresight, delivered a fascinating talk on future consumer trends and insights that left us all rethinking how we approach the future! 🔮 Diana explained how foresight isn’t about making perfect predictions, but about scanning for weak signals that tell us where the future is headed. 🔍 💡 Consumer expectations will likely come from outside your industry. So, how can you stay ahead and adjust? 🌍 Remember that there are multiple futures. Embrace possibilities instead of searching for certainty. ❌ Forget predictions! Instead, scan for signals of change and start identifying patterns. 🎨 Think of the future as a blank canvas, a source of imagination & creativity waiting to be shaped. 🌱 Be mindful that what we do today can influence tomorrow. 🧩 The future is not about consensus! Imagine it as a collage of ideas, not a single image. With Diana’s insights, it’s clear that the future is a space of endless possibilities. Let’s start imagining it today! 🚀 #CXForum #CustomerExperience #FutureTrends

Lorena Calin, Europe CC, CX & SoMe Manager at Versuni (Phillips Domestic Appliances), delivered a fantastic presentation on transforming operations and elevating customer experience. 🚀 She shared their journey of shifting from legacy systems to embracing innovation, highlighting that continuous learning and adaptation is key to success 🌟 They did this through step-by-step changes. 🛠️ All throughout the change they never lost sight of CX priorities. 🎯 Testing and learning through pilots was part of the journey. 🧪 Making sure everyone had the right skills for the job helped them along. 🔑 And clear communication set the right expectations about the transition. 🗣️ It didn’t hurt to be prepared for the worst-case scenario. 😬 And to always surround yourself with optimistic people. 😁 With this approach, Phillips is setting the standard for operational excellence and customer-centric innovation! 💡 #CXForum #CustomerExperience #CXInnovation

Alin Rosca, CEO & Co-founder at RepsMate, delivered a thought-provoking talk on the common pitfalls of implementing AI and how RepsMate addresses these challenges head-on! 🚀 ❌ AI is not a copy-paste solution and each business is unique. Which means that AI implementations must be tailored to specific needs and goals. ❌ AI is not a do-it-yourself solution, it requires specialized knowledge and collaboration with the right partners to bring on real changes. ✅ AI requires clear objectives. Without them, AI can’t deliver the desired outcomes. ✅ AI demands continuous learning and optimization! It's not a "set it and forget it" tool. ✅ AI must integrate with existing systems, if it is to bring value. It’s great to see startup companies who consider all these issues when they create an AI solution designed to drive change! 💡 #CXForum #CustomerExperience #CXInnovation

Next up was a highly engaging talk by our event co-host, Mihaela Apostoleanu, Director EMEA Customer Success Account Managers at Microsoft! 💼 Her message was clear: “We don’t invest in AI just for the sake of AI!” 🤖 Instead, companies must start by analyzing their core business strategy and objectives: 🔍 What are your core objectives? 🚀 What about the customer experience? ⚙️ What is the strategy for operational efficiency? 📈 What about market expansion objectives? Microsoft believes that AI can be a powerful catalyst for businesses everywhere, as it drives revenue growth and cost reduction across four key areas: 🎯 AI empowers CS agents to become more efficient and well-prepared. 🤝 AI improves the customer journey through personalized interactions, speed, and simplified processes. ⏳Internal processes are streamlined, which gives employees more time to focus on complex objectives. 💡Using AI enables organizations to develop new experiences, services, or opportunities. Such a great reminder that AI drives business value when it is aligned with organizational strategy! 🌟 #CXForum #CustomerExperience #CXInnovation

Day 2 of the Customer Experience Forum kicked off with high energy! 🚀 Mihaela Apostoleanu, Director of EMEA Customer Success Account Managers at Microsoft and our event co-host, opened the day by inviting us to reflect on the incredible growth of the CX Forum community over the years. 🌟 Next up, Andrei CALIN, Senior PM Digital Development & Innovation at OMV Petrom, delivered a dynamic presentation on crowdsourcing for CX design and business re-engineering. 💡 He shared how OMV Petrom hunts for business challenges across different units and tackles them with collaborative innovation. 🤝 Through a sign-up campaign, they brought together volunteers for a 10-week innovation bootcamp. Teams worked on developing cutting-edge solutions, resulting in: ✨ 150+ bootcamp participants trained in design thinking ✨ 12 bootcamps delivered ✨ 3 digital products launched from MVP to market ✨ 2 sustainability solutions in the works 🌍 Stay tuned for more inspiring insights as Day 2 unfolds! 👀 #CXForum #CustomerExperience #CXInnovation