Explore the latest insights through
articles, webinars,
and best practices.

 

The One with the 1% Diamond Insight

The One with the 1% Diamond Insight

Alterna CX Co-Founder and CEO, Gürol Kurt, recently joined the “CX Passport” podcast series and talked about “The one with the 1% diamond insight”. The program is hosted by Rick Denton, who leads a show about creating great customer experiences, with a dash of travel...

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Decoding The Customer

Decoding The Customer

Loads of “signals” can tell a company what a customer feels about their customer experience, or the extent to which the customer has been successful with the company’s product or service, or even how efficient the company’s website is in providing information and access.

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How CX Priorities Differ Across the Atlantic

How CX Priorities Differ Across the Atlantic

We discussed how CX in Central Europe differs from the US.Listen NowListen Now Alterna CX Co-Founder and CEO, Gürol Kurt, has recently joined the “Talking CX - CX Around the World” podcast series. The program is hosted by Robin Miller and Graham Clark, who lead...

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How to Choose the Right Customer Experience Platform

How to Choose the Right Customer Experience Platform

Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal customer.  Certain moments of truth occur during the entire journey along channels that...

read more
Enabling Technology for Better CX Management

Enabling Technology for Better CX Management

Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer experience in mind. The Internet was raw and used mainly for E-mail, E-commerce, personal websites and...

read more
Leveraging Internal Communication for Better CX

Leveraging Internal Communication for Better CX

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...

read more
10 Simple Steps to Boost Employee Engagement

10 Simple Steps to Boost Employee Engagement

COVID-19 has emotionally exhausted many employees leading to a collective burnout. The term “great resignation,” which refers to the high number of people who have quit their jobs, has become a trending topic in 2021. In this new era, securing employee engagement and...

read more
The “EX” Factor

The “EX” Factor

A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer focused employees. A simple equation is: Happy employees create happy customers.  However, in a post-pandemic world,...

read more
The key piece of the puzzle: Change management

The key piece of the puzzle: Change management

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...

read more
Customer-Centric Organization

Customer-Centric Organization

Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience. The goal is to provide customers with great experiences at each step of their journey, by focusing on what...

read more
Designing the moments that matter

Designing the moments that matter

Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargons. Pretty similar terms but what do these words actually mean? And why is it worth to understand? The boundaries between physical products and services are...

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Happy CX Day!

Happy CX Day!

Insights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts

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The Future of Retail and Customer Experience

The Future of Retail and Customer Experience

Yenal Gökyıldırım, CEO of MediaMarkt Turkey, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our latest recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success.

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Making insight generation a habit

Making insight generation a habit

Aras Bilgen, a distinguished guest and an expert on human centric design with global industry experience. He is also a scholar and an author. We talked about how to make insight generation a habit

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Keep Calm and Invest in Digital

Keep Calm and Invest in Digital

In our expert opinion podcast, Corey User, Partner at Wipro Digital, shared his insights on the short and long term effects of Covid-19 on the financial institutions and why listening to the voice of the customer in unprecedented times is crucial.

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Zubizu Case Study

Zubizu Case Study

Zubizu, the leading digital loyalty platform in Turkey, partnered with Alterna CX to better listen and understand the voice of the customers.

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A Bank + Fintech Love Story

A Bank + Fintech Love Story

Together with Ümran Akbulut, Customer Experience Manager at Türkiye İş Bankası, our Co-Founder Gurol Kurt talked with Efma’s Boris Plantier about the origins of our successful collaboration.

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Case Study Koctas

Case Study Koctas

The number one home improvement retailer and part of Kingfisher Group in Europe increased its Net Promoter Score by 60% only in nine months and boosted its customer-centric culture.

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How to Choose the Right Customer Experience Platform

How to Choose the Right Customer Experience Platform

Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal customer.  Certain moments of truth occur during the entire journey along channels that...

read more
Enabling Technology for Better CX Management

Enabling Technology for Better CX Management

Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer experience in mind. The Internet was raw and used mainly for E-mail, E-commerce, personal websites and...

read more
Leveraging Internal Communication for Better CX

Leveraging Internal Communication for Better CX

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...

read more
10 Simple Steps to Boost Employee Engagement

10 Simple Steps to Boost Employee Engagement

COVID-19 has emotionally exhausted many employees leading to a collective burnout. The term “great resignation,” which refers to the high number of people who have quit their jobs, has become a trending topic in 2021. In this new era, securing employee engagement and...

read more
The “EX” Factor

The “EX” Factor

A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer focused employees. A simple equation is: Happy employees create happy customers.  However, in a post-pandemic world,...

read more
The key piece of the puzzle: Change management

The key piece of the puzzle: Change management

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...

read more
Dream customer experience team – the “starting five”

Dream customer experience team – the “starting five”

Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of the US and European consumers say that the...

read more
Customer-Centric Organization

Customer-Centric Organization

Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer experience. The goal is to provide customers with great experiences at each step of their journey, by focusing on what...

read more
Decoding The Customer

Decoding The Customer

Loads of “signals” can tell a company what a customer feels about their customer experience, or the extent to which the customer has been successful with the company’s product or service, or even how efficient the company’s website is in providing information and access.

read more
The Future of Retail and Customer Experience

The Future of Retail and Customer Experience

Yenal Gökyıldırım, CEO of MediaMarkt Turkey, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our latest recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success.

read more
The One with the 1% Diamond Insight

The One with the 1% Diamond Insight

Alterna CX Co-Founder and CEO, Gürol Kurt, recently joined the “CX Passport” podcast series and talked about “The one with the 1% diamond insight”. The program is hosted by Rick Denton, who leads a show about creating great customer experiences, with a dash of travel...

read more
How CX Priorities Differ Across the Atlantic

How CX Priorities Differ Across the Atlantic

We discussed how CX in Central Europe differs from the US.Listen NowListen Now Alterna CX Co-Founder and CEO, Gürol Kurt, has recently joined the “Talking CX - CX Around the World” podcast series. The program is hosted by Robin Miller and Graham Clark, who lead...

read more
Making insight generation a habit

Making insight generation a habit

Aras Bilgen, a distinguished guest and an expert on human centric design with global industry experience. He is also a scholar and an author. We talked about how to make insight generation a habit

read more
Keep Calm and Invest in Digital

Keep Calm and Invest in Digital

In our expert opinion podcast, Corey User, Partner at Wipro Digital, shared his insights on the short and long term effects of Covid-19 on the financial institutions and why listening to the voice of the customer in unprecedented times is crucial.

read more

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