Customer experience significantly influences competitiveness – the new professional platform of the Hungarian Customer Experience Association has been launched

Hungarian economic actors are increasingly concerned with the quality of customer relationships, regardless of industry, be it financial, commercial, utility or healthcare services. The development of customer experience has a direct impact on consumer trust, loyalty, and ultimately on the business performance of companies, as revealed at the CX Day – Hungarian Customer Experience conference of the Hungarian Customer Experience Association (HCXA).

“The quality of customer and customer experience is now a direct factor influencing competition. Companies that do not manage this at a strategic level will be at a measurable disadvantage,” emphasized Norbert Tarsoly, President of the Hungarian Customer Experience Association. He added that the goal of CX Day was to create a professional platform where domestic market players can jointly shape the future of customer-centric operations.

According to one of the central findings of the conference, customer experience is now a complex corporate governance issue: it is influenced by technological developments, data-based operations, organizational culture, and employee experience. The presentations demonstrated through specific industry examples how digitalization and artificial intelligence are transforming customer relationships and what business results can be achieved with a conscious CX strategy. At the event, 25 speakers and industry experts shared their experiences, in a total of 11 presentations and panel discussions. In the experience area, 18 exhibitors presented their technology and service solutions; the program created an opportunity to build business relationships in addition to sharing knowledge.

Dr. Zsófia Horváth, vice president of the association, highlighted: “One of the most important roles of CX Day is to form a bridge between different industries. Although customers use different services, their expectations regarding the quality of the experience are increasingly the same.”

According to the organizers, the success of the conference confirmed that a professional community has been established in Hungary that deals with the development of the customer experience on a systemic level. The continuation of CX Day has already been announced, with the goal of building a long-term, annual professional forum.

The event’s key sponsors included Itaka Hungary, the Hungarian Chamber of Commerce and Industry, Daktela Hungary, Global Assistance and RentIT.