Enlightening

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?

Vision knows no borders, and collaboration drives the future of our industry. Marketing Insiders Group is proud to announce 𝗟𝗘𝗜𝗚𝗛 𝗛𝗢𝗣𝗪𝗢𝗢𝗗 as an Honorary Jury Member🏆 for the 16th Romanian Contact Center Awards, taking place on May 22nd in Bucharest, part of CUSTOMER CARE CONFERENCE & EXPO - 20-Years Anniversary Edition.

A recognised leader in global customer care, Leigh brings more than two decades of experience in advancing service excellence, people development, and strategic transformation. As CEO of the CCMA | 𝗖𝗢𝗡𝗧𝗔𝗖𝗧 𝗖𝗘𝗡𝗧𝗥𝗘 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧 𝗔𝗦𝗦𝗢𝗖𝗜𝗔𝗧𝗜𝗢𝗡 and Chair of the ECCA | 𝗘𝗨𝗥𝗢𝗣𝗘𝗔𝗡 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗖𝗢𝗡𝗧𝗔𝗖𝗧 𝗔𝗟𝗟𝗜𝗔𝗡𝗖𝗘, she plays a pivotal role in uniting industry voices to design a shared future of customer contact across Europe.

is the UK’s leading organisation for contact centre professionals, focused on learning, benchmarking, and building strong leadership communities. brings together Europe’s customer contact associations to foster innovation, knowledge-sharing, and continuous progress.

Known for her deep commitment to people, culture, and empathy in leadership, Leigh advocates for environments where professionals can grow, thrive, and lead meaningful change. Her voice adds depth to this year’s jury panel as we celebrate Romania’s most inspiring achievements in customer care.

Explore the journey on customers.ro.

🎓 Knowledge inspires action, and collaboration makes the impossible possible. At this year’s CUSTOMER CARE CONFERENCE & EXPO – 20 YEARS ANNIVERSARY EDITION, Marketing Insiders Group opens a new horizon, connecting academic brilliance with business evolution through the . This initiative brings remarkable leaders from top universities into the heart of the industry dialogue, fueling the future of customer care with research-driven insight and game-changing perspectives.

We are very proud to welcome Horia Cucu, a true pathfinder in speech and language technology, whose work continues to redefine what’s possible in AI-powered communication. With more than 15 years of experience, Horia is both Associate Professor at Universitatea POLITEHNICA din București and Founder & CEO of Zevo Tech, where he champions Romania’s leading innovations in speech processing.

From receiving the Romanian Academy Prize for the first large-vocabulary ASR system to authoring over 120 scientific publications, holding 2 patents, and directing more than 15 research projects, Horia demonstrates what happens when academic depth fuels technological progress. His research spans multilingual speech recognition, emotion detection, and machine learning, pushing boundaries that shape the future of how people and technology connect.

Meet Horia Cucu at , happening May 21-22, and don't miss his groundbreaking speaker presentation.🎙️

Explore this year's conference journey on customers.ro

For over two decades, we've been shaping a bold and powerful customer care community across Central and Eastern Europe. Your passion fuels our commitment to elevating this dynamic industry. On behalf of Marketing Insiders Group,❤️ 𝗧𝗛𝗔𝗡𝗞 𝗬𝗢𝗨 for being at the heart of our journey.

🤝𝗝𝗢𝗜𝗡 𝗨𝗦 at the 20th CUSTOMER CARE CONFERENCE & EXPO 𝗔𝗡𝗡𝗜𝗩𝗘𝗥𝗦𝗔𝗥𝗬 𝗘𝗗𝗜𝗧𝗜𝗢𝗡, on May 21st-22nd 2025, for a game-changing expedition to the Future of Customer Engagement. Get ready to connect with leading brands and inspiring experts that redefine digital transformation, contact center strategies, customer care operations, and agent experience, aiming to help you thrive in an AI-powered business world.

This year’s conference will be hosted at the refreshing Orangerie Herăstrău, and will feature the 16th Romanian Contact Center Awards edition, on May 22nd.

Save the date in your business calendar and take advantage of our 𝗘𝗫𝗖𝗟𝗨𝗦𝗜𝗩𝗘 𝗔𝗡𝗡𝗜𝗩𝗘𝗥𝗦𝗔𝗥𝗬 𝗗𝗜𝗦𝗖𝗢𝗨𝗡𝗧𝗦, special sponsorship opportunities, and perks. 🎫 Seats are limited and Early Bird Tickets are going fast, secure yours now via [email protected].

Check out the 2025 experience on customers.ro.

Meta-analytic studies reviewing 50 years of research show that traits such as curiosity, extraversion, and emotional stability are twice as important as IQ. Leadership as we know it is reshaping, focusing more on engagement and - with soft skills taking over.

🔄 Reverse Mentoring: Bridging Generational and Hierarchy Gaps. 🔄 In an agile business world, learning knows no age or boundaries. It never stops. is all about turning the tables and embracing the wisdom and intuition of younger or older generations, about embracing cultural and mindset diversity. 🤝

🎡 Here's how it works:
↔️ Pros as Learners:
Experts become mindful learners, seeking insights from relevant colleagues regardless of age groups or professional backgrounds.

↔️ Fresh Perspectives:
Old and new mindsets merge, as younger mentors share their tech-savviness, and innovative ideas, providing a fresh lens on business challenges.

↔️ Knowledge Exchange:
Leadership is a two-way street. Multiple generations swap knowledge and brainstorm for business growth and better team cohesion.

↔️ Fostering Inclusivity:
Reverse mentoring cultivates a diverse, inclusive workplace where everyone's voice is valued.

↔️ Breaking Stereotypes:
Age is just a number! Your title is just one side of the story. Reverse mentoring shatters , promoting genuine collaboration and creativity.

Curious to know more about how to reconnect with your team and increase engagement and ? Book an Program with Enlightening and get ready for an unconventional transformation journey! 🚀 Start today via [email protected].

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