Organised by CEXAS, the Firestarter 24 conference successfully gathered a select group of CEOs for an exclusive, invite-only event centered around enhancing customer experience (CX) strategies in Belgrade, Serbia. In a focused two-hour session, attendees gained insights from top industry experts, fostering an atmosphere that encouraged meaningful networking and collaboration.
Keynote speaker Ian Golding, a globally renowned CX expert, challenged attendees to rethink their approaches to customer-centric strategies. Alongside him were notable CX specialists such as Mira Uzelac from NLB Komercijalna banka and Gregor Stetina from Uniqa Group, who shared practical insights and success stories from their own implementations of innovative CX strategies in local markets.
Dragan Đorđević, CEO of Skills Innovative Learning Experience and Co-founder of CEXAS presented the annual CX research on the state of customer experience in Serbian companies, providing a valuable context for the discussions to follow.
One of the speakers, Mira Uzelac, Executive Director for Customer Experience at NLB Komercijalna banka AD, shared her insights into the challenges within the country’s banking sector. Building on more than 15 years of experience, she highlighted the critical need for organisations to listen to both customers and employees, noting that a positive employee experience is fundamental to effective CX.
Uzelac encouraged leaders to leverage their data effectively and actively engage with customers to understand their perspectives.
“There’s no need to fear CX. It doesn’t have to be costly and can offer a host of benefits. We have a wealth of data at our fingertips—let’s use it! Plus, don’t hesitate to ask customers for their opinions; they’re more than happy to share their experiences.”