Baycan KAÇAN

Director Digital Transformation & Customer Experience

Turkcell İletişim Hizmetleri A.S.

CX Transformation journey at Turkcell

Customer needs and expectations have changed considerably, especially in last period. While digitalization comes to the fore in all sectors, companies that cannot keep up with the new order will be one step behind in satisfying their customers. So companies have to implement new CX strategies. Digitalization is one of the cornerstones of the new CX approach. Omnichannel customer experience matters more than ever. Customer journeys should be redesigned taking into account the customer centricity and contactlessness. New technologies such as AI and RPA should be blended with traditional VOC methods in order to increase customer satisfaction and decrease complains. The presentation will cover following areas:

  • Digital Transformation
  • Omnichannel approach
  • Customer centric & contactless jouneys
  • New technologies: AI, RPA examples
  • VOC Programme examples