For two days, maib park became the meeting point for the Customer Experience community in Moldova and the wider region. The CX Conference 2026 brought together leaders, experts and professionals to discuss transformations in the field of customer experience and how companies can turn an understanding of customer needs into a competitive advantage.

For the first time, the CX Conference was held in Chișinău, with maib acting as host and strategic partner. The event highlighted the trends influencing the relationship between companies and customers, the role of leadership in building a customer-centric organisational culture, and the importance of integrating customer experience into business decisions.

At the opening of the conference, Macar Stoianov, Deputy Chairman of maib, spoke about the customer experience as an essential element of business strategy, emphasising the connection between technology, organisational culture and decisions that generate value for customers.

One of the highlights of the event was the discussion between Aliona Stratan, First Deputy Chairwoman of maib, and Ian Golding, CCXP, a customer experience expert and international consultant. The discussion addressed the transformation of the customer experience, changing consumer expectations and the role of leaders in translating customer insights into concrete actions.

The conversation reflected an important direction for the business world: the customer experience is not limited to direct interactions with a brand, but is shaped by every process, service and decision that influences the relationship with it.

The conference programme also included international perspectives on customer psychology, CX strategy and the impact of technology on the experience offered by companies.

Gabriela Ciupitu, founder of Customer Experience Romania, spoke about the trends and changes shaping the field; Shushanik Ghaltakhchyan, founding president of the Customer Experience Association of Armenia, addressed customer psychology and how the human brain perceives and constructs an experience, whilst Faran Niaz, founder of CX Future, explored the link between customer data, experience and business results.

For maib, hosting the CX Conference builds on its efforts to develop the best possible customer experience – efforts that have also been recognised internationally. At the International Customer Experience Awards 2025, maib won three awards:

- Gold – Best Digital Customer Experience;

- Silver – Customers at the Heart of Everything – Strategic Approach;

- Bronze – Best CX in Financial Services.

These results confirm the progress made by the bank and underpin its commitment to continuously improving customer interactions through relevant digital solutions, a strategic approach and an organisational culture centred around customers' needs.

The CX Conference 2026 was organised by Customer Experience Romania. The event created a space for ideas, experiences and perspectives that can inspire new approaches to the relationship between companies and customers, whilst also strengthening Chișinău's position as a meeting point for professionals in the region.

By hosting the CX Conference 2026 during the week dedicated to celebrating Customer Experience Day, maib reaffirms its commitment to contributing to the development of a business culture in which the customer is at the heart of every decision. This commitment is also reflected in the work of the maib CX team, which constantly seeks the best solutions to meet customers' needs and provide them with high-quality experiences, turning their feedback into opportunities for improvement.

You drive. maib