On February 11, 2026, the CXDay, organized by the Hungarian Customer Experience Association, took place at the Park Inn by Radisson Budapest, Hungary’s most comprehensive customer experience conference. The Department of Tourism and Hospitality at Széchenyi István University was represented by Dr. Viktória Kundi, Dr. Ferenc Darabos, Eliza Raffai, and Fanni Varga, highlighting the university’s professional and academic dedication to customer experience research and its practical applications.
As part of the university delegation, Eliza Raffai, together with Ágnes Hernyes, Customer Service Manager at Global Assistance Kft., presented on the topic of “Generations and Customer Experience.” The presentation analyzed the digital consumer behavior characteristics and trends of Generations X, Y, and Z, with particular focus on the differing needs, expectations, and communication preferences of each generation. The session highlighted that in tourism and hospitality, the conscious use of digital channels and innovative solutions, along with understanding our customers, is key to effectively engaging different generations.
We thank the Hungarian Customer Experience Association for the honor of participating!
