Automation or Empathy? Organizational Culture versus AI. CX Conference by Customer Experience Romania returns on October 14–15 at Le Château & Maidan Spațiul

CX Conference, a landmark event for customer experience professionals, returns on October 14–15, 2025, with a format that combines relevant content with spaces designed for meaningful dialogue and valuable insights. The event kicks off on October 14 at Le Château and continues on October 15 with CX Workshops at Maidan Spațiul in a dynamic, collaborative setup.

This year’s edition explores the intersection between artificial intelligence and the human factor in creating customer experiences, offering practical case studies and future forecasts for the CX industry. Organized by Customer Experience Romania and Gabriela Ciupitu, recently recognized as the world’s most influential professional in Customer Experience, CX Conference brings together business leaders, technology experts, and CX practitioners to debate the trends shaping the future of customer relationships.

Following the success of the 2024 edition, which gathered over 230 participants and sparked intense debates around AI’s role in CX, the 2025 edition returns with a strengthened format aligned with current industry challenges. The central theme is “High tech – high touch”, addressing one of the most pressing dilemmas in the field: how can AI be integrated into CX processes in a way that enhances empathy and efficiency without losing the essential human touch?

"According to data analyzed by Customer Experience Romania, the use of AI in customer interactions tripled in 2024. The results were clear: higher satisfaction and reduced operational costs. However, Ipsos Global Trends 2024 reveals that Romanian companies use AI four times less than the European average. This gap shows major untapped potential, one of the key topics we’ll address at the conference," says Gabriela Ciupitu, founder of Customer Experience Romania and globally recognized CX leader.

The Pulse of CX in Romania and Moldova: Customer Centricity Index and CX Maturity Study 2025

This year’s CX Conference will premiere the Customer Centricity Index, a study conducted in partnership with Ipsos, which explores how customers perceive brand experiences across major industries in Romania. The study includes insights on product and service interactions, self-service, employee attitude, and process efficiency.

At the end of the first day, the Customer Centricity Gala will recognize the companies that not only promise but truly deliver customer-centered experiences, those that achieved top results in the Index.

The conference features presentations, panel discussions, and interactive sessions focused on practical case studies from sectors such as retail, financial services, telecom, and more. The CX Maturity Study 2025 for Romania and Moldova, developed with Staffino, will once again reveal the evolution of CX strategies and practices across five key pillars: CX strategy, customer-centric culture, customer & employee journey, digital experience, and the voice of the customer.