Throughout my career, I have viewed customer experience not merely as a support function but as a strategic value that drives the sustainable growth of organizations. I focus on bringing together technology, artificial intelligence, data analytics and human-centered design to create experiences that deliver value for both customers and organizations.
As Customer Experience and Business Analytics Manager at İGA Istanbul Airport, one of the world’s leading global transfer hubs serving more than 85 million passengers a year, I lead strategic projects that bring together customer experience, digital transformation and business analytics. I work on AI-powered customer engagement, omnichannel service management, customer journey design and digital solutions that support commercial growth, and together with cross-functional teams and international business partners I develop scalable solutions that turn customer experience into business results.
I have played an active role in international customer experience accreditation programs, award-winning digital transformation projects and the implementation of innovative practices in the aviation industry. I greatly enjoy sharing my experience in customer experience, artificial intelligence and digital transformation as a speaker at international conferences.
In addition to holding the Certified Customer Experience Professional (CCXP) designation awarded by the Customer Experience Professionals Association (CXPA), I am a Certified Marketing Professional and focus on the relationship between customer experience and commercial growth. I also strive to contribute to the development of the industry by serving as a jury member in national and international customer experience award programs.
For me, customer experience is not just about raising satisfaction scores; it is about designing services that build trust and that people truly value, and about creating sustainable business value. In recent years, I have focused my work on positioning AI-powered digital assistants not only as tools that improve operational processes but also as next-generation platforms that turn customer engagement into commercial value. I believe that organizations that combine empathy with technology, data with insight, and innovation with operational excellence will shape the future, and this perspective shapes my approach to leadership.
