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