CX Expert Talks

How to Drive Branded Customer Experience Transformation in a Challenging and Highly Regulated Industry?

David Lloyd, International CX and Service Design Manager at E.ON, discusses maximizing opportunities with customers with relatively low contact frequency, CX efforts, and the scalability under an enterprise-level CX program. If you have any questions, contact us directly at info@alternacx.com.

The Future of Retail and Customer Experience

Recently the evolving customer behaviors have forced many retailers to adapt to mandatory shifts. MediaMarkt was able to make the shift easily and enabled a seamless transition for its customers. In this episode, Yenal Gokyildirim, CEO of MediaMarkt Turkey, together with Caglar Gogus, CEO of Dogan Holding, talked about how the company adapted to the uncertainties and shared their view of the future of retail and CX. If you have any questions, contact us directly at info@alternacx.com.

Using Contextual Relevance to Drive Continuous Improvement in Customer Experience

How can companies leverage VoC to understand the context of the experience and improve customer journeys? Together with CX-expert Don Peppers and CX Consultant and Practitioner Betül Yılmaz, we discussed contextually relevant customer experiences. If you have any questions, you can contact us at info@alternacx.com 

Making Insight Generation a Habit

Aras Bilgen, an expert on human-centric design with global industry experience, scholar and an author with a new book coming out – sign up for updates www.productresearchrules.com/ -, joined our co-founder Poyraz Ozkan and talked about how to make insight generation a habit. If you have any questions you can contact us from info@alternacx.com

Keep Calm and Invest in Digital: The Impact of Covid-19 on the Financial Institutions and Customer Experience

Corey User, Partner at Wipro Digital, had a conversation with our Co-Founder, Poyraz Ozkan. It has been more than a month since the increase in the impact of the virus on the economy. As Corey shared his expert opinions on the short and long term effects of Covid-19 on the financial institutions, we also discussed why listening to the voice of the customer in unprecedented times is crucial.

Melih Ozgul of Metro C&C Turkey: Connecting the Dots Around the Customer

In our expert opinion podcast, Melih Ozgul, Head of Customer Experience and Continuous Improvement at Metro C&C Turkey, had a conversation with our Co-Founder Poyraz Ozkan. While Melih shared his expertise on customer experience process improvements, the conversation also included Metro’s exceptional process improvement vision and their unique approach to improvement loop. If you have any questions, contact us from www.alternacx.com/contact-us

Don't Be Afraid to Ask Why: Text Analytics in Action

In this podcast, we discussed how businesses can reveal the value behind the unstructured data. Here are some of our discussion topics:
What to expect and not to expect from text analytics
Challenges organizations face when implementing text analytics
Latest trends and inspiring best practices

Creating a CX Driven Culture for Retail Banking

An expert opinion podcast with John Berry, Senior Advisor. Banks need to constantly innovate in products & channels and transform their way of working. Banks that can build a customer-centric culture will become the banks of the future. Our discussion topics: Challenges faced by banks in customer-centric transformation, Learnings and best practices in delivering exceptional customer experiences, Methodology to implement customer-centric transformation.