A Bank + Fintech Love Story

Dec 18, 2019 | Blog, Case Study

Subscribe

Stay up to date with the latest CX expert tips and news.

Together with Ümran Akbulut, Customer Experience Manager at İş Bank, our CEO Gurol Kurt spoke to Efma’s Boris Plantier about the origins of our successful collaboration. 

How did the two of you meet?

Ümran Akbulut: For İş Bank, a well-known and highly respected bank with 25,000 employees, the delivery of world-class customer experience is of prime importance. We had been looking for a solution that could help us measure and manage customer experience across all channels and customer journeys. Then, we came across Alterna CX at a conference.

Gürol Kurt: Çağlar Göğüş, Alterna CX co-founder, was speaking at this conference. Following his speech, Çağlar met with Ümran Akbulut who is leading the customer experience team at İş Bank. It was apparent that the Alterna CX solution could be a good candidate to address İş Bank’s needs. In a few weeks, we met with the rest of the customer experience team at İş Bank.

What made you realize that you were perfectly matched?

Ümran Akbulut: It took us several dates to nurture our relationship. During these early dates, we discussed with Alterna CX how to scale up a customer experience program in our organization. Our ideas evolved around the need to establish an NPS (net promoter score) program where we can capture transaction-specific customer feedback across all journeys and touchpoints including branches, Internet, mobile banking, ATMs and the contact center. With its reliable and scalable capabilities as a single platform, Alterna CX proved to be an ideal match.

Gürol Kurt: We built Alterna CX as an end-to-end solution that can address the needs of a large corporation such as İş Bank on customer experience measurement with a large scale implementation across all channels. We were very excited from the beginning about the prospect of working together with İş Bank.

What is the fruit of your relationship?

Ümran Akbulut: It is now possible for us to get real-time insights into what’s happening in the field. We can drill down on CX performance even to the deepest layers. We can assign and keep track of NPS targets for each customer interacting with employees. İş Bank employees are energized with the feedback given to them by the specific customers they served. The feedback received on digital and mobile banking channels helps us to continuously improve our digital experience.

Gürol Kurt: We believe that the fruit of our relationship is our long-term strategic partnership that benefits İş Bank customers. Abilities such as measuring customer satisfaction everywhere and in real-time, alerting and triggering actions when needed result in continuous improvement in CX performance and directly benefit İş Bank customers.

What makes your relationship work?

Ümran Akbulut: The Alterna CX team has an in-depth background in customer experience management and we can benefit from this know-how when needed. They are very open to feedback about how we would like to use the solution and customize it to meet our needs. Both İş Bank and Alterna CX teams are very keen on making this engagement a success.

Gürol Kurt: We are indeed eager to ensure that İş Bank gets the most benefit from Alterna CX utilization. The feedback we receive from İş Bank helps us to fine-tune the product to better address banking-specific needs in CX management.

What are your plans for the future?

Gürol Kurt: We think of our relationship as a special partnership that goes beyond a typical vendor/client relationship. In this partnership, we see Alterna CX as a core system of İş Bank that addresses all the needs of the bank’s customer experience program in a single platform. Going forward, we would like to equip the bank with the most advanced capabilities in CX management including natural language processing on open-ended customer feedback and predictive analytics on satisfaction.

Ümran Akbulut: We will be working closely together with the Alterna CX team in order to have all branch and digital channels owners of İş Bank use this platform, and have the customer experience insight generated by Alterna CX to provide guidance to our employees in making improvements regarding our bank’s performance in the eyes of our customers.

 

This interview was officially published on https://www.efma.com/article/detail/31595

 

Related Resources

Three Unique Ways to Boost Customer Retention

Three Unique Ways to Boost Customer Retention

by | Aug 27, 2022 | Blog | 0 Comments

What does Customer Retention Mean with Today's CX Expectations? Let's say you’ve decided to watch one of your favorite Netflix series on a quiet weekend evening at...

Customer Obsession

Customer Obsession: Vital Component of Growth

by | Aug 3, 2022 | Blog | 0 Comments

What is Customer Obsession? Before pointing out the connection between customer obsession and sustainable business growth, let’s agree on the terminology. In lots of...

sentiment and emotion analysis

Going Beyond Sentiments: Emotion Analysis

by | Jun 28, 2022 | Blog | 0 Comments

Emotions do matter: Sentiment and Emotion Analysis You have done everything you can to please your customers. In every aspect, your team of professionals provided the...

CSAT vs NPS vs CES Customer Experience Metric Selection

Customer Experience Metric Selection

by | May 30, 2022 | Blog | 0 Comments

CSAT vs NPS vs CES: The Complete Comparison The first step before deep diving into customer experience metric selection is to understand the main areas to address when...

Four Areas to Address When Measuring Customer Experience

Four Areas to Address When Measuring Customer Experience

by | May 24, 2022 | Blog | 0 Comments

Measuring Customer Experience Measuring customer experience gives companies the opportunity to determine whether their customers have a problem and understand how to...

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

by | Apr 25, 2022 | Blog | 0 Comments

Slack has come a long way since its inception back in 2009.  Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000...

How to Choose the Right Customer Experience Platform

How to Choose the Right Customer Experience Platform

by | Mar 30, 2022 | Blog | 0 Comments

Choosing the Right Customer Experience Platform Leads to High-Quality CX   Customer Experience (CX) is the overall experience that customers have during the...

Unstructured feedback

Getting Actionable Insight from Unstructured Customer Feedback

by | Mar 17, 2022 | Blog | 0 Comments

Unlock Customer Experience Through Unstructured Feedback Many customers want to tell you what they think and how they feel. Are you really listening to them? Most...

Customer Experience Technology

Customer Experience Technology: Enabling Technology for Better CX Management

by | Mar 15, 2022 | Blog | 0 Comments

Customer Experience Technology: Are We Ready to Absorb? A high-level customer experience technology can automate your CX efforts from collecting and analyzing customer...

Request a Demo

Seeing is believing

Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.