Smart Customer Experience to Drive Real-Time Action
An exclusive webinar with CX Leader Don Peppers, Ebru Darip, Chief Marketing & Digital Officer and Efe Capar, Marketing Director at Koçtaş
Most companies today deploy Voice of Customer programs and measure customer experiences every day by sending surveys to their customers. Yet, most of these programs do not produce the desired results in customer experience, and often the feedback of customers are not turned into actions.
In this webinar, together with our guest speakers, Don Peppers, Ebru Darip and Efe Capar, by addressing the questions below we discussed how to develop Voice of Customer program that can drive real-time action:
- How to identify early warning signals and enable proactive management of customer experiences?
- Why is real-time action key to improving the customer experience?
- Why is it crucial to have a 360 view of Voice of Customer by using all available data sources such as survey, voice, text verbatims, etc.
Watch the recording now
CX LeaderRecognized as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and co-founder of the management consulting firm, Peppers & Rogers Group. His new company, CX Speakers, delivers workshops, keynote presentations and thought leadership consulting focused on customer experience topics.
Chief Marketing and Digital Officer, KoçtaşEbru Darip is the Chief Marketing and Digital Officer of Koçtaş. She previously served as the Marketing Director of Koçtaş and before that she oversaw the Digital and Analytics Center of Excellence at Turkcell (the leading mobile phone operator of Turkey). In November 2018, based on research done by Fortune Turkey, she has been selected amongst the 50 most influential CMO’s. She holds a BS degree from Statistics and an Executive MBA from Istanbul Technical University.
Marketing Director, KoçtaşEfe Capar is the Marketing Director of Koçtaş. He previously managed Analytics, Customer Experience, and Business Development teams at Koçtaş and before that, he was the Head of Strategic Marketing at Turkcell (the leading mobile phone operator of Turkey). He holds a BS degree from Economics and an MBA from Koc University.
Co-Founder, Alterna CXPoyraz Ozkan is the co-founder of Alterna, the team behind the AI based Customer Experience Management solution: Alterna CX. Previously Poyraz was a principal at the management consulting firm Peppers & Rogers Group, serving clients in telecommunications, retail and transportation industries across 4 continents.