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Customer Care Conference

Customer Care Conference


Customer Care Conference & Expo is the most important East European event that addresses the customer care industry, with focus on strategic marketing insights. It provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centers and help desks to face to face contact possibilities with consumers.

A decade ago the international customer care market demanded the reinvention of business perspectives, focusing more on soft skill development and customer experience. Throughout time, the global socio-economic turmoil lead to an increasing need for visionary partnerships and state-of-the-art KPIs. 
Nowadays, along with the constant evolution of competition intelligence tools, the business environment is searching for a strategic paradigm shift as a survival and development imperative. 2015 is a time for process reengineering & business transformation, a time for innovative change. 
Experience the future!


  • Turnover and employee performance management and solutions;
  • Gaining job satisfaction and motivation through effective feedback;
  • Smart employee engagement practices; 
  • Effective tactics in business communication;
  • Implementing an Employee Training & Development Program;
  • New era business expansion Coaching & Training;
  • Training as a key employee retention tool; 
  • The impact of Social Media on Recruitment Strategy and Process;
  • E-recruiting insights;
  • Innovative recruiting within a conservative corporate environment; methodology, technology, process;
  • HR Management in changing Customer Care market;
  • HR strategy and process: Customer centric approach
  • Corporate culture 

general business areas

Customer Care & Call Center Management
  • telecommunications
  • computing and software
  • banking and financial services
  • insurance
  • consulting
  • manufacturing
  • retail
  • auto
  • pharmaceutics
  • airline companies
IT/IS Management & Support Staff 
Sales & Marketing Managers 
Public institutions


  • Calin Emilian Hintea
  • Nansi Lungu
  • Diego Mateos
  • Apostolos Kemos
  • Andrei Calin
  • Georgiana Miron
  • George Suciu
  • Dan Mazilu
  • Andre Riemekasten
  • Alina Zaharia
  • Ioana Barbu


  • 09:00

    Welcome Coffee & Networking

  • 10:00

    Opening speech

  • 10:15

    International opportunities for Romanian call centers

    Diego Mateos, Owner and CEO of Cosmos Call Center
  • 11:00

    IVR services impact on the call center performances

    Dan Mazilu, Owner, Mediatel Data
  • 11:30

    Customer Experience and beyond. Customer Journey design

    Apostolos Kemos, Sales Director for SE Europe & Israel, Genesys & Andrei Calin, Senior Consultant, Intrarom
  • 12:00

    Business Lunch & Networking

  • 13:00

    Intelligent developing of the organization: strategy, organizational culture and leadership

    Calin Hintea, Dean, College of Political, Administrative and Communication Sciences
  • 13:30

    Measuring customer satisfaction: CSAT, CES and NPS compared

    Georgiana Miron, Marketing and Communication Director, Groupama Asigurari Romania
  • 14:00

    Customer engagement in omni-channel self-service contact centers

    George Suciu, IT&C Solutions Manager, Beia Consult International and Andre Riemekasten, Channel Manager, Aspect Software
  • 14:30

    Coffee Break and networking

Event registration

Why to attend

  • It is the right time for every company to think harder about employee satisfaction and do more about it with the proper technology;
  • Only 61% of worldwide workers said they feel engaged at their jobs. Time to improve the number;
  • Discuss current and future methods of increasing employees’ performance and retention rate;
  • Gain effective tools to tailor your business communication for maximum results.;
  • Find how to overcome the biggest challenges in recruitment in 2016 market;
  • Discover the ways to balance innovative recruiting within a conservative corporate environment;
  • Access the latest information of how to use social media to ensure a successful recruitment;;
  • Learn how to grow your business through training and development programs for the employees;
  • Share relevant methods to introduce customer centric approach within HR strategies ;
  • Meet and PARTNER THE MOST IMPORTANT PLAYERS on the European customer care market.

Platinum Partner


Supporting Partner

HT Design

Scenting Partner


Logistic Partner


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