Ali Özhan Gürel
Customer Experience Manager, Vivense
Ali Özhan is a CX Professional for almost 13 years of experience. He specialized in Customer Experience, Service Design and Process Management areas. He launched and rolled out the measurements of CSI, NPS, NTS and CES across the companies in telecom and e-commerce sectors. Not only measuring the scores, but he also implemented the mechanism for listening to voice of customer and hot alert systems in both B2B and B2C segments. In addition, he has deep knowledge on CX methodologies like customer journey mapping and service blueprinting and used them in order to analyze pain points and provide customer journey excellence.
Holding a PMP certificate since 2016, he managed and took roles on many CRM, customer loyalty and customer process design projects. In addition, he acted as a product owner in numerous agile sprints on development of self-service channels and execution of digitalization.
He has both a BSc degree in Electrical & Electronics Engineering from Bogazici University and an LLB degree in Law from Marmara University. He also holds an MBA degree in Management from Sakarya University.