Mystery Shopping Agency

🚀 The 11th edition of the Customer Experience Forum is LIVE at Biavati Events, and we are off to an electrifying start! 🎉 Madalina Vilau, CEO at Marketing Insiders Group, kicked off the event with a powerful overview of what CX truly means in practice, powered by insights from the Benchmark study of Mystery Shopping Agency. The takeaway? We’re building a community of professionals all striving to create unforgettable experiences for our clients and partners. And the focus is on making those experiences real and impactful! Next up, Dan Mazilu, Owner & GM at Mediatel Data, gave an inspiring take on CX and the human touch behind the strategy. Our co-host Andrei CALIN, Sr. PM Digital Development & Innovation at OMV Petrom, shared a fun anecdote on the origins of CX, imagining how smart contact center teams rebranded themselves into the superheroes of customer experience! ✨ Doina Costache, Regional Director CEE at Google delivered extremely practical AI tips for redefining brand identity in lightning-fast iterations. Key takeaways: 🛠 Clean, recent, relevant data is key to AI success – "Garbage in, rubbish out!" 🧠 Break silos with a cross-functional AI council and ensure clear goals. 🎯 Start small, think big, and move fast. Don't wait for perfection—experiment, learn, adapt, and scale! Stay tuned for more action-packed insights from the Customer Experience Forum! 🌟 #CXForum #CustomerExperience #InnovationInAction

🩺 The 2024 Romanian Customer Care landscape is uncovered in our study and the Healthcare industry is in today’s spotlight!   🌟 The human touch prevails and phone interactions stand out, with patients praising the empathy and efficiency of healthcare representatives. This speaks volumes on the critical role of human connection in healthcare, even in an increasingly digital world. 💻 But the digital disconnect is real as the study highlights a stark contrast between phone support and digital channels. Lengthy email response times and a tendency to redirect patients away from social media towards less convenient channels create unnecessary barriers to care. 📉 The data speaks and while a 69% FCR on social media might seem decent, the high dissatisfaction with being redirected elsewhere reveals a missed opportunity to provide truly seamless support. This disconnect contributes to negative NPS scores, particularly for email and social media interactions. 💡 Healthcare providers excel at delivering compassionate care in person and on the phone, but there's a pressing need to translate this human touch into the digital realm. Streamlining email communication and empowering social media teams to provide comprehensive support could significantly enhance the patient experience and boost overall satisfaction. Patients crave accessible, empathetic support across all channels and the healthcare organizations that rise to this challenge will improve patient satisfaction, and they will achieve it while building stronger, more trusting relationships with their communities.   🚀 Stay connected as we continue to showcase the Romanian Customer Care landscape, one industry at a time!   #CustomerExperience #CustomerCare #MarketingInsights #TouchPoints #HealthcareIndustry   P.S. Curious to see how your healthcare organization compares or want a deeper dive into the industry data? Reach out, and we'll share the insights.

🩺 The 2024 Romanian Customer Care landscape is uncovered in our study and the Healthcare industry is in today’s spotlight!   🌟 The human touch prevails and phone interactions stand out, with patients praising the empathy and efficiency of healthcare representatives. This speaks volumes on the critical role of human connection in healthcare, even in an increasingly digital world. 💻 But the digital disconnect is real as the study highlights a stark contrast between phone support and digital channels. Lengthy email response times and a tendency to redirect patients away from social media towards less convenient channels create unnecessary barriers to care. 📉 The data speaks and while a 69% FCR on social media is decent, the high dissatisfaction with being redirected elsewhere reveals a missed opportunity to provide truly seamless support. This disconnect contributes to negative NPS scores, particularly for email and social media interactions. 💡 Healthcare providers excel at delivering compassionate care in person and on the phone, but there's a pressing need to translate this human touch into the digital realm. Streamlining email communication and empowering social media teams to provide comprehensive support could significantly enhance the patient experience and boost overall satisfaction. Patients crave accessible, empathetic support across all channels and the healthcare organizations that rise to this challenge will improve patient satisfaction, and they will achieve it while building stronger, more trusting relationships with their communities.   🚀 Stay connected as we continue to showcase the Romanian Customer Care landscape, one industry at a time!   #CustomerExperience #CustomerCare #MarketingInsights #TouchPoints #HealthcareIndustry   P.S. Curious to see how your healthcare organization compares or want a deeper dive into the industry data? Reach out, and we'll share the insights.

📢 The wait is over! Mystery Shopping Agency, a division of Marketing Insiders Group in collaboration with Mediatel Data & RepsMate, proudly unveils The 2024 Romanian Customer Care Landscape: A Benchmark Study.   The study delves into the heart of customer interactions across 25 diverse industries, covering 158 organizations and state institutions, which are included for the first time. With nearly 2,000 meticulously analyzed interactions across 4 communication channels, our study is a roadmap to enhanced customer experiences.   The study is based on potential client requests and can be correlated with purchasing potential, as well as how marketing campaigns align with the support provided on customer support channels.   We aim to reveal conclusions for each business vertical, and we will start with banking.   📊 Banking sector spotlight: The data clearly reveals that the human touch reigns supreme in banking. Empathetic, proactive customer service drives sentiment, satisfaction, and loyalty. An important aspect is expressed during the calls, where even though the request was resolved in only 33% of interactions, 81% of clients reported feeling comfortable and appreciated the communication with the customer care consultant. However, extended wait times and generic responses significantly hinder customer experience, emphasizing the need for swift, personalized interactions. There are significant discrepancies from one company to another regarding response time: from a minimum of 2 minutes to 25 hours for the email channel and from 52 seconds to 47 hours for social media.   The study provides an in-depth look at the current state of customer care in Romania and offers a comparative NPS between industries, along with qualitative conclusions that can bring transparency for customer experience journey. It will be conducted twice a year. The data is available overall or in detail with specific components for each industry and for each company upon request. Just give us a heads-up, and we'll provide you with more information.   #CustomerExperience #CustomerCare #MarketingInsights #TouchPoints

🗓️ Mark your calendars! We are thrilled to partner with The Future of Creativity to bring you an exclusive look at the world's most groundbreaking campaigns on July 31st, starting at 6:30 PM at the @Hilton Garden Inn. This isn't your average marketing event. At the 19th edition of The Future of Creativity we will be diving deep into the most impactful campaigns awarded at the 71st Cannes Lions International Festival of Creativity. Are you looking to set the stage for a successful year by learning from the industry's finest? There will be no better chance to get inspired by award-winning creativity and innovative marketing strategies and to gain valuable insights into the latest trends and best practices shaping the industry, whether you’re a marketer, brand manager or creative. Find out more and secure your spot: https://lnkd.in/dNnVzdrE #TheFutureOfCreativity #marketing #creativity 

🔬Explore the future of OncoCare in this insightful PRO TV article 🔖 with key findings and strategic stats from the third Romanian Healthcare Conference & Expo edition ➡️ https://bit.ly/RHCEonPROTV. Here are just some of the interesting topics 💡 debated by the 2024 game-changing speakers together with over 130 healthcare professionals: the vital importance of integrating #MultidisciplinaryCommittees in oncology care nationally, reducing the stigma associated with cancer through education programs, the role of the #PatientNavigator from symptomatology, to diagnosis and informed decisions about oncological treatment, #PET /CT the most modern medical investigation of the moment regarding the early detection and staging of cancer, the impact of artificial intelligence regarding the speed and precision of #Imaging work, the critical need for educational programs to raise awareness about the importance of #Prevention for health, the importance of developing a #Telemedicine infrastructure in a country where most oncologists are concentrated in just a few cities, the role of #AI regarding interoperability and effective data management for medical ecosystems, how we reduce the influence of #Socialinequality regarding the incidence of oncological cases through the National Plan to Combat Cancer, etc. 🎙️Madalina Vilau, CX Consultant, Marketing Insiders Group Managing Director, and R.H.C.E. founder highlights:  "Although cancer statistics are alarming, the cutting-edge technology and doctors' passion have an impressive echo regarding change for the better. Slowly, new figures that are more optimistic and closer to patients and medical practitioners are emerging. Radiology with AI integration now analyzes medical cases about 30% faster and reduces the degree of human error. If #MedCare is provided by multidisciplinary committees, the mortality rate of oncology patients can decrease by approximately 18% - all while the quality of life and treatment increases. Here are just two examples that show healthcare reform is a process that is gaining momentum and bringing the first results. This year's conference taught us about empathy, determination, innovation, operational vision, and collaboration for a better future where medical boundaries are becoming smaller and smaller." Read on, get in the middle of the action with the full CONFERENCE AGENDA via ➡️ https://lnkd.in/eBwp4u-Y. #RomanianHealthcareConference #MedTech #PatientNavigation #FutureOfOncology #MedicalInnovation #AI #PreventionCulture #PatientExperience #HealthLeaders

Analyse Romanian Oncology - between reform and reality - in this 📑 data-packed Ziarul BURSA article that highlights critical health areas of the local healthcare ecosystem. Romanian Healthcare Conference & Expo is a platform of change that saves lives through #empathy and #innovation built on the philosophy “Together for better experiences for doctors and patients”, where exceptional people and brands join forces to accelerate the evolution of the health system. Here is a glimpse of the vision behind this year’s RHCE edition from the leaders who brought this game-changing PX concept to life: 🎙️Razvan Predica, CEO – Affidea Romania & Hungary: „Affidea Romania is one of the important medical services providers and a partner of the public health system regarding diagnosis and treatment of oncological pathologies. The health of Romanians is our main priority, this is why we supported and got actively involved in every edition of the Romanian Healthcare Conference. The Affidea Group - that Affidea Romania is a part of, is a European leader in advanced medical imaging services, ambulatory diagnosis, and cancer treatment - we invest all our attention, specialized expertise, and technological innovation in the diagnosis, treatment, and health monitoring of Romanian patients.” Access to innovative therapies is much slower locally compared to the EU, the gap being five to six years. Romania ranks first in Europe in terms of avoidable deaths, in the context of the so-called epidemic of chronic diseases and the absence of a culture of prevention that implies routine checks and screening.🔬 🎙️Madalina Vilau, CX Consultant, Managing Partner – Marketing Insiders Group, R.H.C.E Founder: „Romania has the highest premature mortality rate from breast cancer and cervical cancer in Europe. It is estimated that in the next ten years, cancer could become the number one cause of death among European populations. The third edition of the Romanian Healthcare Conference addresses real-life medical needs through relevant solutions and action plans for a healthier Romania.” Although the standards of basic patient Onco-Care are defined in the legislation, they are not applied nationally. Two of the critical debate topics for immediate action are the absence of standardized oncology patient journeys (for each type of cancer) – this substantially delays access to specific, vital treatments, and the fact that we have multidisciplinary work committees only in oncology centers from large cities. #RomanianHealthcareConference 2024 focuses on navigation strategies for compassionate, patient-centric oncological care. 📰 Read the full Bursa Article and get a glimpse of our upcoming business event via ➡️ https://lnkd.in/eh6Q3xMu. #PatientExperience #Oncology #MarketingInsidersGroup #ClinicileAffidea #MedTech #Prevention #Medicalinnovation #HealthLeaders #OncoCare #PatientNavigation

Pain is inevitable. ⛰️ Some leaders use pain to fuel their journey, unleashing extraordinary power. Eduard Novak - Global Paralympic Champion 🏅and Co-Owner of Novak Group - is one of those #ResilientLeaders who went beyond physical and mental boundaries, becoming the first Romanian Paralympic champion.    Eduárd began his sport career as a speed skater, winning tens of international competitions. After turning 20 years old, in 1996, he was involved in a car crash that forced him into a race for his life, he lost his leg in this terrible accident and had to give up professional ice skating. Only to find his true calling and do the unthinkable by choosing a new sports path, cycling.   “I always knew who I was and what I could do... Many stories about champions can be told, some can become legends, and others become life lessons. But my story turned from success to agony and from agony to a world champion story in just a few moments”.   Eduárd Novák participated in Five Paralympic Games – in Athens, in Beijing (Silver Medal), in London (Silver Medal and 🥇Gold Medal), in Rio, and in Tokyo (Silver Medal) – and is now training for the sixth that will take place in Paris! 🚴🏻 He is currently a role model - not only for the aspiring leaders of the young sports generation, but for anyone who aims to achieve great things through effort and willpower. He was also President of the Romanian Cycling Federation and Minister Of Youth and Sports, and is currently running multiple business and community-led projects, such as: Novák Cycling Academy - the only one of its kind in Eastern Europe, Novak Healthcare Concept - correction and recovery medical products, charity events, and more.   The 3rd Romanian Healthcare Conference & Expo Edition will reunite remarkable healthcare leaders who are actively shaping the future of #MedCare, and we are honored to have 🎙️Eduárd Novák as an empowering #OpeningSpeaker. This enlightening moment is inspired by our Platinum Partner, Clinicile Affidea Romania who believed in our mission to elevate the local medical ecosystem and supported R.H.C.E from its first edition.   For more conference info please visit PatientExperience.ro. Just a few seats left, 🛒 book your last-minute tickets via alexandra.cozma@market-insiders.com.   #HealthLeaders #ParalympicChampion #RomanianHealthcareConference #PatientExperience #FutureOfHealth #MarketingInsidersGroup

Explore the future of customer care in this 🔖 thought-provoking Ziarul BURSA article. 💞 Madalina Vilau - our “Leadership with Kindness” Ambassador, CX Advisor, and Marketing Insiders Group Managing Partner, summarizes this year’s paradigm-shifting CUSTOMER CARE CONFERENCE & EXPO experience: "Globally, 90% of companies rely in some way on frontline employees, all while CEOs spend only 3% of their time engaging with them. 8 out of 10 frontline customer-contact employees resign due to unmet emotional needs. Romania has some of the world's most talented and efficient customer experience specialists - from top to bottom. This year's Romanian Contact Center Awards edition was about their extraordinary passion and exceptional results - about effective leadership in uncertain times and identifying practical tools to support CX teams in their day-to-day challenges through organizational culture, innovation, and wellbeing programs. People are fundamentally good if we give them the space to be, whether talking about customers or customer service agents." 💡80% of CEOs claim #Empathy and leadership culture are vital to business success. Automation and empathy have become interdependent in CX for driving outstanding performance and long-term customer loyalty. Artificial intelligence is now taking over multiple tasks from agents and increasing interaction efficiency by around 35%. From a financial perspective, every dollar invested in AI generates an average ROI of $3.5. Over 67000 AI-startups have been founded in the last 10 years, the generative AI revolution is unstoppable. The strategic challenge of the moment is maximizing technology to improve the lives of both customers and employees. 📰 Read the full media article and discover this year’s Romanian Contact Center Awards 🏆WINNERS via ➡️ https://lnkd.in/dV9r9BP7. More conference info is available at https://customers.ro/. #CustomerCareConferenceAndExpo #RomanianContactCenterAwards #CustomerCareLeaders #FutureOfCustomerCare #AI  #CustomerExperience #CXLeaders #RCCAwinners

Get behind the scenes of our upcoming CUSTOMER CARE CONFERENCE & EXPO with this 🔖 insightful PRO TV article. 🎙️ Madalina Vilau - our inspiring multidisciplinary CX consultant and Managing Partner of Marketing Insiders Group, strategically highlights: “More than 70% of leaders believe that getting to the next level of operational efficiency requires the entire business structure to grow around customer experiences; the product price and quality, or the inventiveness of the marketing campaigns remain important, but no longer play leading roles, as CX takes center stage. In the era of physical distancing and remote or hybrid working, the distance between departments should be smaller and smaller. The integration of Generative Artificial Intelligence solves many technical challenges, creating time and space for creative strategies, foresight, L&D programs, and customer centricity so businesses can focus even more on people – customers, employees, and partners." While AI is taking over countless tasks and increasing the speed of work in the customer relations sector and beyond, it demands new skills from niche specialists, new professional roles, and new ways of thinking – revolutionizing the workforce and success criteria in the customer care community. Read the full story and join us on May 15-16 for more valuable insights and practical CX leadership tools at Biavati Events ➡️ https://lnkd.in/dXMYav9t. 🛒 Secure last-minute conference tickets via alexandra.cozma@market-insiders.com. #CustomerCareConference #CXLeaders #BusinessEvent #AI #CustomerExperience