Ken Hughes Will Talk About Customer Experience At Swissotel The Bosphorus (4)

Ken Hughes will talk about Customer Experience at Swissotel The Bosphorus

“CX 360 Customer Experience Management Summit” will take place on October 5th at the Swissotel The Bosphorus


The most important event of the year hosted by the Call Centers Association, the “CX 360 Customer Experience Management Summit,” will take place on October 5th at the Swissotel The Bosphorus. The event will bring together leading experts from around the world and host nearly a thousand visitors to discuss the changing face of customer experience management.

The call center business has transformed into 360-degree integrated customer experience management with the groundbreaking development of technology, encompassing the technology market as well. Particularly with the advent of artificial intelligence, the perspective on customer experience has evolved, and professionals from various industries are preparing to address this evolution from all angles. On October 5th at the Swissotel The Bosphorus, local and international CX leaders, world-renowned speakers, and guests will come together at the CX 360 Customer Experience Management Summit organized by the Call Centers Association. One of the keynote speakers of the event is Ken Hughes, one of the world’s leading strategists in customer experience, TED speakers, and academics. Hughes will discuss the ever-evolving ecosystem of customer experience from all aspects.

Ken Hughes will talk about Customer Experience at Swissotel The Bosphorus (1)

The key themes of the event will be the digital revolution and intelligence

This event, which will be one of the largest events of the year and bring together nearly a thousand local and international professionals, will discuss the strong relationship between human expertise and technology to make integrated customer experience possible. The results of Turkey’s most comprehensive market research, the “Next Generation Customer Experience Management” report conducted by PWC research company under the leadership of the Call Centers Association, will also be announced at the summit. The most important topics of the day will include understanding changing customer habits and expectations, transforming business models to respond to change and provide solutions that meet both user needs and business models. The summit will also feature three different panels on “The New Era in Customer Experience Management: The Epic Adventure of the Digital Revolution,” “Trends Shaping the Future of Customer Experience: Innovative Applications and Pioneering Visions,” and “Seamless Customer Experience Management with Artificial Intelligence and Human Synergy.”

World-renowned speaker Ken Hughes will address customer experience in the context of modern consumers

Ken Hughes, recognized as one of the world’s leading authorities in modern consumer and B2B culture, will also be a speaker at the summit. In his presentations, Hughes will emphasize that customer experience is not a “thing” but a constantly changing “action,” and he will examine consumer buying behavior through consumer psychology, behavioral economics, social anthropology, and neuromarketing.

Ken Hughes will talk about Customer Experience at Swissotel The Bosphorus (3)

The transformation in the field of customer experience management will increase the volume of BPOs by 30%

Cemile Banu Hızlı, President of the Call Centers Association, pointed out that all developments necessitate the transformation of old-style call centers into customer experience centers in order to maintain and increase sectoral competitiveness and provide a good customer experience. With the increasing importance of customer experience, there is a growing demand for service providers to use both internal and external resources in experience-oriented business processes. This situation is leading call centers, customer communication centers, and business process outsourcing providers (BPOs) to increase their transaction and service volume. Our expectation is that this volume will increase by at least 30% by the end of 2024. Increasing the market size, which is currently 15 million Turkish Lira, by this rate will enable our sector to grow much faster,” she said.

The association’s changing structure and new name will be introduced

Hızlı noted that they have accelerated their steps in line with this transformation as an association and continue their work for events that will shed light on the sector. She stated, “As we evolve in line with our field of business, we are also evolving as an association, and we are eagerly preparing for this important day when we will discuss this transformation in all its aspects. As a result of this evolution, along with the new name of our association, we have expanded its inclusivity and restructured it, and we will announce the value proposition and vision of our association for the first time to nearly a thousand national and international professionals at this important summit.”

Registrations and sponsorship opportunities are still open

For detailed information about the CX360 Customer Experience Management Summit, which will be sponsored by Huawei, Mplus, Webhelp, EchoCCS, AloTech, Atos, and Coorbiz, you can contact the Association and visit the website for pre-registration.

Ken Hughes will talk about Customer Experience at Swissotel The Bosphorus (2)

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