Press releases

88% of European companies believe they offer excellent Customer Care services but only 8% of their customers agree

Conference Arena, member of the Marketing Insider Group is organising the 11th edition of the Customer Care Conference and Expo, a business event bringing to the forefront of discussion innovative instruments that can exponentially increase the productivity of this niche industry. The event is happening between March 25th and 26th, 2015 at the JW Marriott Bucharest Grand Hotel.

The constant evolution of competitive business instruments has accelerated the need for strategic change as a prerequisite for the local business environment to survive. 2015 is the year ripe for the restructuring of business processes and the year of innovative changes in the Customer Care industry.

At the European level, customer interaction will be one of the main development directions for brands. 7 out of 10 business leaders state that the Customer Service industry is critical for business development and the fact that 88% of European companies evaluate the quality of their Customer Experience as being excellent while only 8% of their customers agree, underlines the fact that there is a dire need for a significant recalibration of internal and external business mechanisms.

We’ll witness the ‘rehumanization’ of the Customer Care agents. They will answer customer requests and offer proactive consultancy and the behaviour of the agent will be characterised by compassion, empathy, the ability to work with and for the customer as well as the capacity to independently make good decisions based on brand values and they are going to be aided by more and more intelligent and intuitive niche technology (Source:

When talking about optimal Customer Experience the whole world’s attention is increasingly directed towards Romania, a destination considered to be extremely offering. The recent “A.T. Kearney Global Services Location Index” study ranked Romania 25th in the top most attractive IT&C service supplying destinations. The country has a remarkable advantage over countries like Hungary the Czech Republic and Slovakia, with the main criteria for this ranking being financial coordinates, availability, BPO competences as well as the political and economic environment.

Starting from these business insights and more, Conference Arena – member of the Marketing Insiders Group, is organising the 11th edition of the Customer Care Conference and Expo, the most influential education and networking platform in the Customer Care sector in Romania. The business conference will take place between March 25th and 26th 2015 inside the JW Marriott Bucharest Grand Hotel. 

“The professionalism and direct involvement of the local Customer Care community put Romania on the map as one of the most important BPO strategic players in the entire world. The key to this performance also stands at the base of the Customer Care Conference and Expo: continuous reinvention of working instruments and adaptation to global dynamics through mindset and technology for over a decade.” –Mădălina Vilău | Managing Director of the Marketing Insiders Group and founder of Conference Arena. 

For two days, participants from a variety of industries (telecom, pharma, retail, energy, insurance, finance, auto, etc.) will get full access to top industry know-how, strategic networking and will be able to engage with key people in the industry and receive valuable industry insights. Some of the core topics on the agenda are international trends with a focus on obtaining an efficient process synergy, human resources and technology, the optimisation of business Process Management, optimising business processes, modern systematic tactics, and more.

Among this year’s speakers are renowned national and international leaders of the field: Vincent Vanden Bossche – General Manager at Call, Mihaela Predica – Head of Product Management at ING Bank (Retail) Romania, Roxana Șerban – Partner Manager, Sunrise Communications and Apostolos Kemos – Sales Director for South East Europe & Israel, Genesys.

The event is supported by the Competence Call Center, as Gold Partner, Mediatel Data, Genesys, Intrarom and DHL Express Romania as Silver Partners, as well as by exposure from Media Partners: Call Center Verband Deutschland, mediaTRUST,, Kompass, Marketing Portal,, AdHugger, Profit 360, Catalog-cursuri, Promo afaceri, Learning Network, Romania Libera, 9AM, Jurnalul de Afaceri, Orasul Meu and Contact Center Magazine.

On the second day of the conference, Conference Arena is inviting the business audience to the 7th Romanian Contact Center Awards, the annual ceremony dedicated to Customer Care professionals achieving remarkable results in the field.

For more information on the business event, please go to

To register or explore partnership opportunities, please contact us at

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