Event: How to Carry Customer Feedback to Business Agenda
At our “How to Carry Customer Feedback to Business Agenda” event, industry leaders from Hepsiburada, Akbank, Koçtaş, MediaMarkt Turkey, and Aksigorta shared their expertise on the evolving role of customer experience in today’s fast-paced business landscape. Discussions centered around how artificial intelligence (AI) is transforming CX strategies by enabling organizations to quickly gather, analyze, and act on customer feedback.
Caner Çapay – Customer Experience Director
Caner Çapay shared how Hepsiburada is utilizing the power of AI to improve customer experience in the rapidly evolving e-commerce sector. As Turkey’s top-rated e-commerce platform for CX, Hepsiburada continues to set the standard in responding to dynamic customer expectations. He also discussed the future of CX in fast-paced industries like e-commerce, emphasizing the need for agility and innovation.
Onur Candar – Managing Partner
Onur Candar from Bain & Company shared his insights on integrating technology infrastructure and customer feedback into business strategies through his presentation titled AI in Customer Experience. Candar emphasized that investing in AI alone is not enough; the lessons learned from customer feedback also play a critical role.
Tülin Yaşkın – Customer Experience and Management Vice President
Tülin Yaşkın from Akbank shared her insights on embedding customer experience into the organization’s DNA at every level. Yaşkın emphasized that while AI and sentiment models provide valuable insights, effective CX requires a team effort across departments. “Listening to 3.5 million customer voices in six months has shown us that understanding the nuances of feedback matters as much as NPS scores,” she noted. This approach, coupled with innovative employee engagement, has driven tangible improvements in Akbank’s customer satisfaction.
Poyraz Özkan – Co-Founder
Poyraz Özkan highlighted how Alterna CX captures real-time customer feedback across surveys, review sites, and social media, using traditional and generative AI to transform unstructured data into actionable insights. “With data volumes growing rapidly, AI is essential for analyzing open-text feedback efficiently,” Özkan noted. He explained that Alterna’s oCX Score converts free-text feedback into standardized metrics, while their generative AI tool, Insight Miner, quickly identifies specific customer issues. “Aligning AI with customer experience goals is key; otherwise, even the best AI won’t drive customer satisfaction,” he emphasized.
Panel
The panel, moderated by Betül Yılmaz from Elephant and featuring insights from Ünsal Matkap (Koçtaş), Alkım Saygın (Aksigorta), and Mehmet İçmen (Mediamarkt), explored the increasingly vital role of AI in transforming customer experience (CX) practices. The discussion centered on how AI enables companies to respond to customer feedback more quickly, personalize interactions at scale, and enhance the efficiency of CX teams by automating repetitive tasks. As AI continues to evolve, these leaders emphasized that adopting and integrating AI is no longer optional; it’s essential for companies looking to keep pace with customer expectations in a rapidly changing world. By leveraging tools like chatbots, sentiment analysis, and advanced data analytics, businesses are not only able to save resources but also improve the quality of their customer interactions. The shared consensus among the panelists was that companies must embrace AI-driven solutions to maintain relevance and create meaningful customer connections in today’s digital landscape.
AI-Powered Solutions and the Path Forward
We explored real-world examples of AI-powered solutions in CX, highlighting the critical importance of agility and innovation in adapting to rapidly changing customer expectations. The event provided valuable insights into how businesses can harness the power of AI and customer feedback to drive growth, enhance customer satisfaction, and achieve strategic goals.
This event also showcased the latest advancements in AI and Generative AI technologies, helping organizations unlock new opportunities for improving both customer and employee experiences. The collaborative atmosphere fostered rich discussions on the future of CX, emphasizing how companies can stay ahead of the curve in delivering exceptional customer experiences.