Artiwise and Borusan Next earned three distinctions at the Customer Centricity World Series 2026 for a partnership that used Artiwise CXM to turn customer feedback into sales and service decisions.
The partnership was named World Series Winner in Digital Strategy / Transformation. In Best Use of AI in CX, it was named European Regional Winner and received Highly Commended recognition at the global level.
How Artiwise CXM gave teams a shared view of the customer journey
Buying a used car involves many interactions, from the initial vehicle search through post-sale support. Borusan Next brought feedback from its communication channels together in Artiwise CXM. With Customer Journey Analysis, teams could connect feedback to specific touchpoints and see where customers were having difficulty.
AI-powered sentiment analysis showed which topics generated positive or negative feedback. Root cause analysis helped teams investigate the processes behind recurring issues. Borusan Next used these insights to decide which customer problems to address first.
CX Stories helped teams act on customer feedback
Borusan Next used CX Stories to share priority issues with the teams responsible for resolving them. Each story brought together the customer’s problem, the feedback behind it, and the proposed improvement. Teams could see who owned each action and track what changed for customers once it was implemented.
Vehicle financing was one example. Customer feedback analyzed in Artiwise CXM helped surface demand for participation finance. Borusan Next acted on that insight by adding a participation finance option to its sales process.
Results reported in the Borusan Next case study
- The lead journey was 40% faster to manage.
- Net Promoter Score (NPS) increased by 19 points.
- Customer satisfaction score (CSAT) increased by 4 points.
- The social media response rate reached 100%.
Thank you to the Borusan Next team and everyone who helped turn customer feedback into improvements across sales and service.
See how the teams put this approach into practice in the Borusan Next case study. Explore the capabilities behind the work in the Artiwise CXM platform overview.
