Customer Insider Magazine

🤝 Unity Drives Impact. Together, we set the next standard in . For over 16 years, the Romanian Contact Center Awards have celebrated the people, teams, and organizations that elevate the industry.

On May 28th, at UNDA - Open Possibilities, Bucharest, we gather again for the 17th edition of the Romanian Contact Center Awards GALA, a night dedicated to the true champions of customer care.

The leaders who raise standards.
The innovators who redefine what’s possible.
The partners who build stronger ecosystems.
And the amazing professionals who grind when none is watching, the heroes behind every interaction.

This year, we spotlight excellence 🏆 across four powerful pillars: People Performance & Culture, Business Impact, Technology Transformation, Partnership Synergy. Because go beyond operations, they are engines of Trust, architects of Experience, and communities built on Collaboration.

From human dedication to AI acceleration, from precision in ex*****on to unity in collaboration, honors those who turn conversations into loyalty and service into leadership.

📅 Applications Registration Start on March 2nd.
If you are ready to showcase your achievements and inspire the industry, this is your moment!

Together, we move the industry forward.
Join us. Celebrate excellence. Inspire what’s next.

For application guidelines and additional awards information, reach out via [email protected].

21 years ago, we started a conversation about . Today, that conversation drives an unprecedented evolution in .

On May 27–28, the 21st CUSTOMER CARE CONFERENCE & EXPO edition returns to UNDA - Open Possibilities, Bucharest, where legacy meets foresight, and intelligence meets humanity.

This year, one theme stands above all: 𝗧𝗵𝗲 𝗔𝘂𝗴𝗺𝗲𝗻𝘁𝗲𝗱 𝗛𝘂𝗺𝗮𝗻.
As accelerates, the real competitive advantage is not replacing people, it’s elevating them.

80% of service leaders are investing in AI to increase productivity and efficiency.

Agents using intelligent assist tools report saving up to 2 hours per day on repetitive tasks.

Yet over 60% of customers still prefer human interaction when situations are emotional or complex.

Speed wins attention.
Empathy wins loyalty.
Judgment wins trust.

The question for 2026 is NOT “How much can we automate?”
It’s “How do we redesign roles, skills, and ecosystems so people perform at their highest levels?”

WHAT We’ll Tackle Together This Edition.

🧡PEOPLE – The Augmented Experience:
AI-enhanced performance & decision support
Power skills: empathy, adaptability, ethical judgment
: agent, analyst, automation trainer
Psychological safety in high-automation environments

🎯BUSINESS – From Cost Center to Growth Engine:
Service as revenue architecture
as a growth multiplier
Real-time insight as strategic leverage
Trust as economic currency

🤖TECHNOLOGY – Intelligent CX Ecosystems:
Real-time assist & next-best-action tools
Seamless omnichannel orchestration
Governance, compliance & risk management
From quality monitoring to

Over two strategy-packed days, industry leaders across telecom, banking, retail, healthcare, BPO, IT&C, insurance and more pivotal industries will explore how customer care becomes a tool.

📍 See you on May 27–28 at UNDA Lake View.
🔗 Link with more info in the comments.

For partnership opportunities, speaker slots, and ticket purchases, reach out via 📩 [email protected]. Secure the limited early register & sponsor rewards before they run out!