Customer Insider Magazine

06/11/2025

22/10/2025

"When customers, employees, and even managers start “canceling” each other, trust erodes, and culture follows. It’s no longer about bad service or a viral complaints. Cancel Culture happens inside organisations too: when teams lose empathy, leaders lose connection, and everyone stops listening. AI can automate processes, but AI Can’t Automate CARE. Strong business cultures connect CX and EX in an AI-Powered world" underlines Madalina Vilau - CEO, Marketing Insiders Group.

🤝 We're joining forces with Career Advisor and PortalHR, as Synergy Partners for the 1st edition, where we’ll challenge the Cancel Care mindset and explore how AI Strategy, CX Operations, and People Culture can sync, turning disruption into direction. Because strong organisations don’t Cancel when things get hard, they adapt and grow Together. When Care scales, so does Trust.

Secure your seat at the strategic table: https://humainity.ro/.

15/10/2025

Prima fabrică de inteligență artificială din România 🇷🇴

📍 RO AI Factory este unul dintre cele 6 noi centre europene selectate pentru a extinde rețeaua Fabricilor Europene de Inteligență Artificială.

Scopul acesteia?

👉 RO AI Factory își propune să transforme întreprinderile mici și mijlocii din simple utilizatoare pasive de tehnologie în inovatori activi în domeniul inteligenței artificiale, prin prioritizarea serviciilor, formării și accesului la infrastructură.

Detalii în primul comentariu 👇

15/10/2025

🇷🇴 Romania's Digital Maturity Score: just 3.1 / 10. Strong systems are in place, but are severely disconnected. Although our country shows clear strengths in enablers such as broadband infrastructure and digital ID, local is fragmented, with no unified national strategy. Romania has made progress in digitalisation, more on paper. For both government and business, real transformation is still out of reach.

🔍 Key insights from the new "Digital Governance Framework for Romania" launched by the Edge Institute Think Tank:

62% of public staff have never received .
In the private sector, many firms still use only basic digital tools, and advanced tech like remains underused.
Businesses report delays, fragmentation, and unclear when dealing with public data systems.

The gap goes beyond tech, to , coordination, and people.

📌 What’s needed?
Political leadership with better accountability.
Investment in digital skills, more L&D programs across both public and private sectors.

Romania can catch up by moving from planning to ex*****on, maximising infrastructure with strategic implementation, all aiming for a citizen-centric vision that translates into day-to day results.

At Marketing Insiders Group, we’re committed to supporting built on empowering , education platforms, and practical, people-first tools - helping private and public sectors move from plans to progress. We believe in strategic alliances and collaborative leadership, partner with us for a healthier business ecosystem: market-insiders.com.

10/10/2025

Today, the European Commission set out two strategies to ensure Europe stays ahead, driving adoption in key industries and putting Europe at the forefront of AI-driven science. The Apply AI Strategy sets out how to speed up the use of AI in Europe\'s key industries and the public sector.

29/09/2025

We believe that strategic thinking begins with the 𝗔𝗥𝗧 𝗢𝗙 𝗡𝗢𝗧𝗜𝗖𝗜𝗡𝗚, and real success doesn’t always shout; often, it whispers. 💡Here’s what our clever companion, Griselda - the praying mantis, taught us:

𝗣𝗔𝗧𝗜𝗘𝗡𝗖𝗘 drives results – A mantis waits in stillness for the perfect moment. In business, timing is everything. Resist the urge to rush, seize opportunities when they truly matter.

𝗙𝗢𝗖𝗨𝗦 is power – The mantis never loses sight of its target. In leadership, clarity of vision cuts through inevitable distractions.

𝗔𝗗𝗔𝗣𝗧𝗔𝗕𝗜𝗟𝗜𝗧𝗬 is advantage – Whether blending into its surroundings or striking quickly, the mantis thrives by adjusting. Leadership belongs to businesses that evolve with their environment.

🏅 is not about speed, it is about finding the balance between passion and composure. We advocate this through all our and CX communities.

What lessons have your pet friends taught you that influence your professional journey?

28/07/2025

Sometimes the smallest things lead to the biggest outcomes, and too often, we fail to see the obvious. That was Hilton’s wake-up call.

🏨 The $250M Lesson in Guest Experience:
Hilton recently launched a multi-market initiative to investigate why loyalty and satisfaction were plateauing, despite strong branding. Behind the scenes, mystery shoppers and feedback audits uncovered subtle yet widespread gaps in cleanliness, consistency, and staff responsiveness, especially during first impressions.

These “small misses” were costing BIG.💡 Hilton’s response?
Targeted service training.
Standardized guest experience protocols.
A reimagined HHonors loyalty strategy focused on real experiences over perks.

📈 In under a year:
+24% in customer satisfaction
+34% in loyalty retention
+50% surge in HHonors enrollments
45% of occupancy driven by loyalty members (a record high)
$250M+ in projected global revenue uplift

🎯 Mystery shopping has evolved beyond ticking boxes and gathering customer data, it’s a strategic tool for driving change.
It uncovers what truly matters to customers and informs the actions that move the needle. Hilton’s approach is a standout example of in motion.
Sources: Marketing Week, McKinsey & Co.

At Mystery Shopping Agency, we’ve seen this transformation firsthand. With over 3500 trained across Romania and 6 international CX benchmark studies, we help brands uncover the invisible and turn insight into action through custom programs that empower businesses from the inside out.

📩 Reach out via [email protected] for a tailored audit session and upgrade your . Because sometimes, what you DON’T SEE is costing you the most.