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The New Competitive Advantage: Customer Experience Excellence

The KPMG Customer Experience Excellence Report has been launched for the first time on the Romanian market.

The KPMG Customer Experience Excellence Report, launched for the first time in Romania.

After 10 years of comprehensive research on customer experience best practices across the globe, over 275,000 consumers interviewed and more than 2,700 brands measured – providing over 3 million individual evaluations across 24 countries – the KPMG Customer Experience Excellence Report has been launched for the first time on the Romanian market.

Agenda:

16:30 – 17:00

Registration of guests

17:00 – 17:05

Why CX is the New Competitive Advantage
Ramona Jurubiță, Country Managing Partner, KPMG in Romania

17:05 – 17:20

The Romanian CX Study 2019
The Customer Experience Excellence Report 2019
Context, the 6 Pillars of Customer Experience, survey methodology, the results of the market.
Victor Iancu, Director Management Consulting, Customer Advisory Lead

17:20 – 18:00

Sector Presentations
Insights, challenges and opportunities
for 4 of the most relevant sectors in Romania

Grocery & Non-Grocery Retail  
Aura Giurcăneanu, Partner, Head of Consumer Markets & Retail

Financial Services
Tudor Grecu, Partner, Head of Financial Services

Telecoms
Adela Ciucioi, Partner, Head of Technology, Media & Telecom

Energy & Utilities
Bogdan Văduva, Partner, Head of Energy & Natural Resources

18:00 – 18:40

Customer Experience Panels

Panels: several CX champions will join an open discussion on how The “Empathy” Pillar & The “Resolution” Pillar can contribute to enhancing the customer experience, while also sharing their personal experiences and views.
The Panels will be facilitated by a KPMG moderator.

18:40 – 18:45

The Employee Experience - EX
Brief concept overview and how EX sits in the CX context
Mădălina Racovițan, Partner, Head of People Services

18:45 – 18:50

Conclusions & Wrap-up
Victor Iancu, Director Management Consulting, Customer Advisory Lead

18:50 – 21:00

Networking

Numbers are limited. Access by invitation only

 

Andreea Carabela

acarabela@kpmg.com

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