Gabriela Ciupitu is the first Romanian certified as a Customer Experience professional by the Customer Experience Professional Association (USA). In the last two years, she has been nominated among the top 3 global influencers in Customer Experience by Customer Experience Magazine and is a co-author of Customer Experience 4, an international bestseller on Amazon. Gabriela Ciupitu is also the co-founder of Customer Experience Romania and the Romanian CX Professionals Community. Additionally, she serves on the board of the Customer Institute and is a judge in international Customer Experience Awards competitions. Her passion for customer experience is reflected not only in improving business performance and operations but also in transforming organizational culture.
C&B: How would you summarize your professional activity?
Gabriela Ciupitu: My professional experience has taken place in industries where customer interaction is essential, such as retail and banking. Because I’m a curious person, always eager to better understand customer perspectives, as a consultant and trainer, I have explored both customer and employee experiences across companies in various industries: telecommunications, pharmaceuticals, healthcare, banking, automotive, and others. I have supported these organizations in improving their processes and creating truly customer-centered organizational cultures. My active contribution to the development of the CX community in Romania allows me to provide expertise, education, and inspiration to those who wish to grow in this field.
C&B: What has been the secret, success, and turning points of your career? How much luck is involved in your story?
Gabriela Ciupitu: A quote from Jack Welch comes to mind – “Success belongs to those who can quickly adapt to new realities.” Above all, I would say the key has been maintaining a constant focus on balance, even if sometimes unstable, as entrepreneurship is like a boat in a changing environment. Then, I would say one of the secrets has been the determination to continuously learn and always prioritize the customer. I was also fortunate to meet extraordinary people who supported me and to be part of international communities that challenged me to evolve. The turning point came when I decided to follow my passion for Customer Experience and transition from being an employee to becoming an entrepreneur. I embraced projects that challenge me and allow me to contribute to significant changes within companies.
C&B: As a child, what did you want to be? And if you thought of multiple professions, do they have common ground with what you’ve become?
Gabriela Ciupitu: As a child, I wanted to be a teacher or a doctor. I think these desires reflected my wish to help people and make a difference in their lives. In a way, Customer Experience allows me to combine these two directions – I help companies “heal” their customers’ challenges and offer educational solutions that improve their performance.
C&B: What fields and activities are parallel or collateral to your profession, but form an integral part of who you are?
Gabriela Ciupitu: Fields parallel to my profession include behavioral psychology and leadership. I love exploring how people think, what motivates them, and how they can be guided to have a better experience. In addition to this interest, I’m passionate about technology and digitalization, which I integrate into strategies to create modern experiences. Personally, I believe technology enhances operational efficiency, but human interaction remains essential for creating emotions and attachment to a brand.
C&B: Your biggest failure? By the way, I have another question I often ask people and students – it might even be turned into a book – what do you think is “cringe”?
Gabriela Ciupitu: My biggest failure was not following my instinct to become an entrepreneur earlier, allowing myself to be influenced by external factors or personal insecurities. But from these postponed decisions, I learned the most valuable lessons.
In line with the above, I’ll answer the “cringe” question with a quote – “People are not prisoners of their fate, but of their own minds. Change your thinking, and you will change your destiny.” Maybe we won’t change our destinies every time, but maintaining a humble agility and continuously evolving without turning life into just a process of perpetual learning is essential.
C&B: What advice would you give to beginners and young people?
Gabriela Ciupitu: I would tell young people to stay curious and never stop learning. Customer Experience is a constantly evolving field, so it’s important to stay updated with the latest trends and technologies, but also to understand people’s needs. I would also add that they should follow their passion and not be discouraged by failures, as these are part of the learning and growth process. They should be open to new experiences, seek mentors, and invest continuously in their personal and professional development. Additionally, they should focus on building authentic relationships and fostering collaboration.
C&B: Where would you like to go – countries, cities, places (again, or for the first time) and why?
Gabriela Ciupitu: I would love to visit Japan. Their culture of attention to detail, respect for customers, and the way they blend tradition with technology in business fascinates me. I believe there are many lessons to be learned from Japanese culture when it comes to Customer Experience.
C&B: What are your favorite websites, apps, platforms, shows, or music?
Gabriela Ciupitu: I use platforms like LinkedIn for networking and professional education. I also appreciate Harvard Business Review (HBR) for its articles on leadership and Customer Experience. I enjoy listening to podcasts on personal development and leadership. As for music, I like almost all genres, and my teenage daughter makes sure I’m updated with the latest trends.
C&B: Please ask yourself a final question and answer it.
Gabriela Ciupitu: How do you see the future of Customer Experience in Romania and globally?
Answer: I believe the future of CX will involve a deeper integration of technology and artificial intelligence, without losing sight of the human element. In Romania, the market is starting to mature, and companies are beginning to realize that long-term success depends on the relationships they build with customers. Globally, we’ll see more and more innovations in CX, but the essence will remain the same: empathy and understanding customer needs will make the difference.
