AI Transformation

No friction is the new competitive advantage.

Customers stay where life is easy: the first call, the wait, the follow-up, the bill. I help you find the moments of truth that cost the most, remove the friction and measure the rest.

Proven in practiceNo. 1in NPS at Vodafone Romania

Sound familiar?

  • Customers who leavewithout saying why.
  • Complaints handledbut their causes left untouched.
  • Loyalty programmesthat do not change behaviour.

How I work

  1. 1Find the moments of truth that cost the most
  2. 2Remove the friction
  3. 3Measure every moment, every month

Customers who stay, and come back.

Three ways to start

Each one stands on its own. Start with one, continue only if it works.

4 weeksRecommended start

Journey Audit

The full customer journey mapped, tested as a customer, with the moments of truth sized in revenue.

You getThe five moments of friction that cost you the most.

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6–8 weeks

Journey Redesign

Key moments redesigned: service, scripts, digital touchpoints.

You getA journey that keeps the promise, ready to roll out.

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3–6 months

Loyalty Engine

Retention, upsell and referrals, built in and measured every month.

You getMore revenue from the customers you already have.

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Why work with me

  • Millions of customersAs Chief Digital Officer of Vodafone Romania, owned the experience of every product and journey.
  • Digital firstLaunched a new e-commerce site and app, and scaled up digital care.
  • Loyalty that worksRefined Teilor’s loyalty promise across luxury segments.

Tools we work with: BuyerBrain · RepsMate AI · While1 Voice · HubSpot to Salesforce

Radu Tudorache speaking at Technobank about the cost of frustrated customers

Let's talk for 30 minutes

Tell me where you want to be in a year. You will leave with a first view of what stands in the way.

Radu TudoracheRadu TudoracheStrategy & transformation consultant

radu@xponentals.com