Hi Ahmet, tell us about yourself and your background.
I graduated from the computer engineering department at the university. I was always interested in computers and the digital world. I worked on digital transformation in a company at university and I decided to improve myself in this field. I am currently working as a digital transformation chief at a company also i’m co-founder Algoritim Bilişim.
How did you start working in the customer experience space?
I’m currently working at a company that is sewing apparel for big apparel companies. These companies wants reports fastly. Before the digital transformation, reports were created on paper, so it took long time. Thus we started develop a software at 2019.
What do you think the top priority should be for a company that wants to improve its customer experience?
I think the top priority is requirement analysis and because of requirement analysis, communication. If communication is not good, actual requests can not be determined, so good softwares can not be produced.
How can companies better listen and understand their customer base?
Companies should hire data science expert who is good at communication. These experts act as a bridge between the customer and the company. These experts ask true questions. According to me, this process has an impotance almost 50 percentage of projects. Thus, software team work clearly at projects.
Many companies are currently undergoing digital transformation processes – what are your tips on a successful digital transformation?
Digital transformation is the future. It’s not temporarily. It’s a must for companies now. Because of this, companies should always think bigger. Digital transformation is like the space. Even if it has end, it will be grow up like endless. It is not possible for companies that cannot keep up with change to survive.
What are some CX companies/solutions you’re keeping your eyes on right now
Actually, I’m very busy for my team’s solutions. Therefore i couldn’t keep my eyes different companies or solutions. But if i would talk about big companies, i hope they won’t use our datas for CX. 🙂
What are some of your tips for people who want to work in the CX sphere?
Even if your project is great, yet you can’t market it, you haven’t accomplished anything. So if you want to success, you should learn CX.
So many things changed in 2020. While some things are going to return to “normal,” what are new trends and habits you think will stay with us in the long term?
In my opinion, 2020 is golden age for digital transformation. I think mall delivery applications, remote working will stay with us in the long term. People learned how to do shopping at home, companies learned how they can work at home. We will see more like these transformations I think.
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
Local businesses can still be evaluated in e-commerce. Also, I think UI is the sibling of customer experience. So a well-designed local shopping app can take advantage of this momentum.
What is your favorite CX metric? Why?
My favorite metric is customer comments. If you hear that a customer liked your project, you accomplished it. But if you hear that a customer don’t like your project, it shows that you should improve yourself.