Bright Distribution is an Innovation Partner at the 11th edition of Customer Experience Forum, taking place October 16–17, 2024 at Biavati Events in Bucharest. The event is organised by Marketing Insiders Group under the theme "Navigate the Future of Customer Engagement – Swiftly Adapt. Deeply Connect."
Why customer experience matters right now
This year's edition leans on data to make the case: 74% of customers say how a brand interacts with them really matters, and 61% still prefer a human over an automated interaction. On the operations side, 76% of customer-experience agents report feeling overwhelmed by the systems they have to work with, and 70% of customer care leaders say keeping customers loyal has gotten harder. Looking ahead, 42% of contact centres plan to roll out generative AI in 2025, and 96% of marketers say personalisation is what keeps a business relevant.
What's on the programme
An InnovateCX Startup Pitch session lets five international startups present their customer-experience solutions, alongside a keynote walking through Cannes Lions award-winning campaigns. Three hands-on workshops cover Design Thinking, Employee Experience, and Customer Care, and an academic outreach programme brings 25 university students into the event.
Confirmed speakers include a regional director from Google, an account manager from Microsoft, and an innovation lead from OMV Petrom, among more than 30 speakers overall. Bright Distribution takes part as an Innovation Partner alongside platinum partners Mediatel Data, Genesys, and Algotech.