Alternatif Bank addressed the future of customer experience in view of changing customer expectations and technological developments during the Customer Experience Day that it organized. During the event, organized for the personnel with the theme “You Are Today’s Hero”, customer experience was considered in terms of technology, artificial intelligence, luxury consumption, and human touch with the participation of leaders from different sectors. During the event, Alternatif Bank CEO Ozan Kırmızı, Beymen Group CEO Elif Çapçı, Microsoft Türkiye CEO Levent Özbilgin, as well as managers from different business of the unit came together with the personnel and shared their opinions and experiences.

Alternatif Bank CEO Ozan Kırmızı made the following comments regarding the event: “In the present day, customer experience is not just a service title, but a strategic area that determines competitive power, reputation and future-proofing capacity of institutions. Products, technologies, or services may become similar in time. However, customer experience is the fingerprint of an institution; total experience of the customer with the institution, received attention, reassurance, service flow, and the sentiment created by the institution are truly unique. As Alternatif Bank, we adopt an approach that accurately interprets the needs of our customers and accompanies them with correct solutions at the right time rather than just offering them products thanks to our consultant and responsible banking approach. Customer Experience Day has been an invaluable meeting that contributed to strengthening this approach further within the institution, and which was enriched with different perspectives. I would like to extend my sincere thanks to all of my colleagues that contributed to realization of this meaningful event, our esteemed speakers that inspired us with their contributions, and all participants.”

Microsoft Türkiye CEO Levent Özbilgin Shared the New Codes of Leadership in the Age of Technology

During the first session of the event, Microsoft Türkiye CEO Levent Özbilgin and Alternatif Bank CEO Ozan Kırmızı addressed how leadership was redefined in the new age of technology. The impact of artificial intelligence that transformed business manners, the strategic importance of cloud infrastructure, data sovereignty concept, and how companies should be positioned in view of changing dynamics were discussed during the talk. In addition, many titles were assessed, from the transformation of habits for information access to the potential of artificial intelligence to create new business models.

Beymen Group CEO Elif Çapçı Addressed the Transformation of Luxury Concept and Changing Customer Expectations

During the second session of the event, Beymen Group CEO Elif Çapçı, Alternatif Bank CEO Ozan Kırmızı, and Alternatif Bank Corporate and Commercial Banking EVP Didem Şahin came together. The changing definition of luxury in customer experience, sustainability, digitalization, and loyalty concepts were discussed in details from a cross-sectoral perspective during the panel. While it was emphasized that luxury was not shaped any more just in the product, but it was formed in meaning, story, customization, and being able to offer correct experience at the right moment; it was also stated that the principal luxury in banking was the ability of customers to fulfill their needs effortlessly and correctly.

The Balance of Human and Technology in the Future of Customer Experience was Discussed in Detail

The balance between human and technology in the future of customer experience was discussed in the session attended by Alternatif Bank Human Resources EVP Bike Tarakcı and Information Technologies and Operations EVP Zafer Vatansever. The participants emphasized that technology was a critical tool that enabled experience; however, the real difference was created by humans due to factors such as empathy, creativity, and emotional bonding.

The Focus on Artificial Intelligence and Human in the Future of Customer Experience was Featured

The future of customer experience was addressed in terms of the focus on technology and humans during the panel attended by Alternatif Bank Retail, Private, and Digital Banking EVP Burcu Yangaz, Alterna CX CEO Gürol Kurt, as well as Alternatif Bank Brand, Communication, Sustainability and Customer Experience Manager Hande Yağcı, Customer Experience Consultant  Serap Gül, and Digital Banking Manager Pınar Çetinim. During the session, it was stated that artificial intelligence should be deployed not only for operational efficiency, but as a tool forming emotional bonds and offering customized experiences, and it was emphasized that customer experience was a culture that should be owned by the entire organization. 

Alternatif Bank’s Accessible Banking Vision Inspired an Inclusive Future

One of the prominent headlines of the event was Alternatif Bank’s long-term “Accessible Banking” vision. During the panel organized in this scope, Alternatif Bank Brand, Communication, Sustainability and Customer Experience Manager Hande Yağcı, Microsoft Accessibility Project Manager Duygu Kayaman, İstanbul Bilgi University Dean of Communications Prof. Dr. Itır Erhart, and Sign Language Instructor and Translator Teaching Assistant Ceren Ay addressed the rights-based perspective for accessibility, the importance of inclusive experience design, and the contribution made by technology to the lives of disabled individuals.