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Employee engagement is often treated as an HR metric. But engagement becomes much more valuable when companies connect it to measurable outcomes such as employee performance, customer satisfaction, NPS, CSAT, and customer feedback. By combining employee surveys with operational and CX data, organisations can unders...
Generative AI is changing customer experience management by helping businesses analyse feedback faster, automate routine CX tasks, generate response suggestions, and identify opportunities for improvement. Instead of relying solely on manual analysis and predefined rules, AI can process large volumes of customer dat...
Customer experience in Romania is moving from strategy to execution. As we explored in part 1 of our CX Maturity Study Romania series, organisations are increasi...
Customer expectations continue to rise, while technologies like AI are transforming how organisations listen to customers, understand their needs, and deliver better experiences. But how prepared are Romanian companies for this shift? How mature are their