You can deliver customer satisfaction without driving a dedicated customer experience (CX) programme. Join this session with Thomas Reby, a Strategy Manager at Google, as he shows how a programme can be designed to focus on outcomes and intentionally deliver CX as a by-product of an overarching success model. Key topics covered:

• Pick inputs/leading indicators with intent
• Predict customer satisfaction
• Merge sales and service and tracking success
• Deliver an outcome-based experience

The development of reaching a new improvement at the customer E2E journey.

• Utilizing TM Forum assets when implementing a journey-centric process support system to reduce costs and risks in the implementation of systems, integration and procurement
• Integrating VOC (Voice of the customer with the VOM (Voice of the Machine) with the VOT (Voice of field technician) for better operation efficiency and customer experience
• Creating a smooth end to end process for the customers in services assurance across all customers segments
• Increasing usability accessibility while, eliminating gaps and duplication in process flows
• Developing a common language for use in all departments, systems, external partners and suppliers

Turkish Airlines flies to 120 countries which is more than any other airline. Having so diverse customer base and touch-points, recognizing customer and providing personalized services is a real challenge. In order to overcome this challenge, extensive data quality and probabilistic matching techniques have been utilized which enables the company to provide distinguished offers and services and loyalty acquisition.

• Data quality and matching techniques in order to have golden records of customer data
• Customer targeting and personalization
• Customer analytics
• Loyalty acquisition

• Building relationships with the customers
• ELITE Program (for our VVIP customers)
• Our new Loyalty program