{"id":5963,"date":"2025-09-05T07:33:19","date_gmt":"2025-09-05T07:33:19","guid":{"rendered":"https:\/\/artiwise.com\/tr\/?p=5963"},"modified":"2026-02-27T08:16:40","modified_gmt":"2026-02-27T08:16:40","slug":"ucus-deneyimi-ucakta-baslamiyor-havacilikta-cxin-yeni-odagi-yolculuk-sureci","status":"publish","type":"post","link":"https:\/\/artiwise.com\/tr\/2025\/09\/05\/ucus-deneyimi-ucakta-baslamiyor-havacilikta-cxin-yeni-odagi-yolculuk-sureci\/","title":{"rendered":"U\u00e7u\u015f Deneyimi U\u00e7akta Ba\u015flam\u0131yor: Havac\u0131l\u0131kta CX\u2019in Yeni Oda\u011f\u0131 Yolculuk S\u00fcreci"},"content":{"rendered":"<p>Havaliman\u0131nda ya\u015fanan gecikme, bagaj teslimindeki kaos ya da online check-in s\u0131ras\u0131nda ya\u015fanan teknik bir aksakl\u0131k\u2026 T\u00fcm bunlar, hen\u00fcz u\u00e7a\u011fa binmeden yolcunun zihninde marka alg\u0131s\u0131n\u0131 \u015fekillendiriyor. \u0130\u015fte bu y\u00fczden <strong>m\u00fc\u015fteri deneyimi<\/strong>, u\u00e7akta verilen hizmetle s\u0131n\u0131rl\u0131 kalamaz.<\/p>\n<p>2025\u2019in ikinci yar\u0131s\u0131na girerken, havac\u0131l\u0131k sekt\u00f6r\u00fcnde <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> bamba\u015fka bir boyut kazan\u0131yor. Art\u0131k u\u00e7u\u015f deneyimi, sadece kalk\u0131\u015f ve ini\u015f aras\u0131nda de\u011fil, bilet aramas\u0131ndan ba\u015flay\u0131p eve g\u00fcvenli d\u00f6n\u00fc\u015fe kadar uzanan b\u00fct\u00fcnsel bir s\u00fcre\u00e7 olarak ele al\u0131n\u0131yor.<\/p>\n<p><strong>M\u00fc\u015fteri memnuniyeti<\/strong> ise art\u0131k sadece &#8220;u\u00e7u\u015fun sorunsuz ge\u00e7mesiyle&#8221; de\u011fil, bu s\u00fcrecin ne kadar tutarl\u0131, \u00f6ng\u00f6r\u00fclebilir ve duygusal a\u00e7\u0131dan dengeli y\u00f6netildi\u011fiyle \u00f6l\u00e7\u00fcl\u00fcyor.<\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li>\n<h4><strong> M\u00fc\u015fteri Deneyimi Art\u0131k Yolculu\u011fun Tamam\u0131n\u0131 Kaps\u0131yor<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Geleneksel anlay\u0131\u015fta m\u00fc\u015fteri deneyimi, havayolu \u015firketlerinin sundu\u011fu kabin i\u00e7i hizmetlerle s\u0131n\u0131rl\u0131yd\u0131. Ancak bug\u00fcn <strong>m\u00fc\u015fterinin sesi<\/strong>, \u00e7ok daha erken ve \u00e7ok daha farkl\u0131 noktalarda duyuluyor: mobil uygulamadaki teknik bir hata, web sitesinde arama yaparken ya\u015fanan zorluk, havaliman\u0131ndaki y\u00f6nlendirme eksikli\u011fi ya da u\u00e7u\u015f sonras\u0131 \u015fik\u00e2yet s\u00fcre\u00e7lerinin yava\u015fl\u0131\u011f\u0131\u2026<\/p>\n<p data-start=\"88\" data-end=\"435\"><a href=\"https:\/\/www.mckinsey.com.br\/industries\/travel\/our-insights\/can-the-global-airline-industry-continue-its-climb\">McKinsey\u2019in<\/a> 2025 tarihli g\u00fcncel havac\u0131l\u0131k analizine g\u00f6re, yolcular\u0131n bir havayoluna sadakatini en \u00e7ok etkileyen fakt\u00f6rler aras\u0131nda rekabet\u00e7i fiyatlar (%48), u\u00e7u\u015f konforu (%36) ve zaman\u0131nda kalk\u0131\u015f-performans\u0131 (%34) \u00f6ne \u00e7\u0131k\u0131yor; bu da bir \u00e7ok farkl\u0131 unsurun, tekrar tercih edilme karar\u0131nda belirleyici bir unsur oldu\u011funu g\u00f6steriyor.<\/p>\n<p>Bu veri, m\u00fc\u015fteri memnuniyetinin yaln\u0131zca u\u00e7u\u015fa ba\u011fl\u0131 olmad\u0131\u011f\u0131n\u0131 net bi\u00e7imde ortaya koyuyor.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"2\">\n<li>\n<h4><strong> Havac\u0131l\u0131kta CX\u2019in Yeni Oda\u011f\u0131: Yolculuk A\u015famalar\u0131 Aras\u0131 Ge\u00e7i\u015f<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Yolculuk deneyimi art\u0131k \u015fu temel a\u015famalarda y\u00f6netilmek zorunda:<\/p>\n<ul>\n<li><strong>Bilet Arama ve Sat\u0131n Alma:<\/strong> Kullan\u0131c\u0131 aray\u00fcz\u00fc ne kadar kolay? Kampanyalar ki\u015fiye \u00f6zel mi?<\/li>\n<li><strong>Check-in ve Bagaj S\u00fcreci:<\/strong> Otomasyon destekli mi? Bekleme s\u00fcreleri nas\u0131l?<\/li>\n<li><strong>Ula\u015f\u0131m ve Havaliman\u0131 Deneyimi:<\/strong> Ula\u015f\u0131m bilgileri, lounge hizmeti, y\u00f6nlendirmeler net mi?<\/li>\n<li><strong>U\u00e7u\u015f ve Kabin Deneyimi:<\/strong> Duyuru s\u0131kl\u0131\u011f\u0131, personel yakla\u015f\u0131m\u0131, koltuk konforu nas\u0131l?<\/li>\n<li><strong>\u0130ni\u015f ve Sonras\u0131:<\/strong> Bagaj s\u00fcreci, geri bildirim toplama ve memnuniyet \u00f6l\u00e7\u00fcmleme ba\u015far\u0131l\u0131 m\u0131?<\/li>\n<\/ul>\n<p>Her bir a\u015fama, <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong> s\u00fcrecinin bir par\u00e7as\u0131 olarak ele al\u0131nd\u0131\u011f\u0131nda, u\u00e7u\u015fun yaln\u0131zca k\u00fc\u00e7\u00fck bir par\u00e7a oldu\u011fu g\u00f6r\u00fcl\u00fcyor.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"3\">\n<li>\n<h4><strong> M\u00fc\u015fterinin Sesi: Hangi Noktalar Kriz An\u0131 Haline Geliyor?<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Havac\u0131l\u0131k sekt\u00f6r\u00fcnde <strong>m\u00fc\u015fterinin sesi (VoC)<\/strong> yaln\u0131zca anketlerle \u00f6l\u00e7\u00fclmez. Sosyal medya payla\u015f\u0131mlar\u0131, \u00e7a\u011fr\u0131 merkezi kay\u0131tlar\u0131, online yorumlar ve uygulama i\u00e7i geri bildirimler, asl\u0131nda yolculuk s\u00fcrecinde kriz anlar\u0131n\u0131 belirlemenin anahtar\u0131d\u0131r.<\/p>\n<p>Ara\u015ft\u0131rmalar, Voice of Customer (VoC) analiz programlar\u0131na yat\u0131r\u0131m yapan markalar\u0131n m\u00fc\u015fteri tutunu\u015funun <strong data-start=\"104\" data-end=\"133\">%55\u2019e kadar artabildi\u011fini<\/strong> (Bain &amp; Co.) ve m\u00fc\u015fterilerin sorunlar\u0131n\u0131n h\u0131zl\u0131 \u00e7\u00f6z\u00fcm\u00fcne odaklanan markalara <strong data-start=\"211\" data-end=\"246\">2,4 kat daha fazla ba\u011fland\u0131\u011f\u0131n\u0131<\/strong> ortaya koyuyor (Forrester), bu da duygusal analizle desteklenen m\u00fc\u015fteri deneyiminin sadakati nas\u0131l art\u0131rd\u0131\u011f\u0131n\u0131 g\u00f6stermekte.<\/p>\n<p>\u00d6rne\u011fin; \u201cU\u00e7a\u011f\u0131m r\u00f6tar yapt\u0131 ama kimse bilgilendirme yapmad\u0131\u201d gibi yorumlar, sadece gecikmenin de\u011fil, ileti\u015fim eksikli\u011finin de bir memnuniyetsizlik nedeni oldu\u011funu g\u00f6steriyor.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"4\">\n<li>\n<h4><strong> Yeni Nesil Yolcu Ne Bekliyor?<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Z ku\u015fa\u011f\u0131 ve dijital yerliler i\u00e7in u\u00e7u\u015f deneyimi, markan\u0131n dijital altyap\u0131s\u0131yla ba\u015fl\u0131yor. Mobil uygulaman\u0131n kullan\u0131labilirli\u011fi, ki\u015fiselle\u015ftirilmi\u015f teklifler ve ger\u00e7ek zamanl\u0131 bildirimler olmazsa olmaz.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/state-of-the-connected-customer\/\">Salesforce<\/a> ara\u015ft\u0131rmas\u0131na g\u00f6re, yolcular\u0131n %70\u2019i mobil uygulamalar\u0131 \u00fczerinden yap\u0131lan i\u015flemlerin u\u00e7u\u015f deneyiminin kalitesini do\u011frudan etkiledi\u011fini d\u00fc\u015f\u00fcn\u00fcyor.<\/p>\n<p>Bu da demek oluyor ki, <strong>m\u00fc\u015fteri deneyimi<\/strong>, sadece \u201cu\u00e7akta ne verildi\u011fi\u201d de\u011fil, dijital temas noktalar\u0131nda ne kadar h\u0131zl\u0131 ve ki\u015fisel yan\u0131t verildi\u011fiyle \u015fekilleniyor.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"5\">\n<li>\n<h4><strong> Otomasyon + Empati = M\u00fckemmel Deneyim<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>CX teknolojilerinde en b\u00fcy\u00fck geli\u015fme, otomasyon sistemlerinin empatiyle harmanlanmas\u0131 oldu. Art\u0131k check-in hatalar\u0131n\u0131 otomatik alg\u0131layan sistemler, ge\u00e7 kalan yolcular\u0131 yeniden y\u00f6nlendiren yapay zek\u00e2lar ve yolcuya \u00f6z\u00fcr mesaj\u0131 g\u00f6nderen otomatik ileti\u015fim \u00e7\u00f6z\u00fcmleri sekt\u00f6rde standart hale gelmeye ba\u015fl\u0131yor.<\/p>\n<p data-start=\"122\" data-end=\"581\"><a href=\"https:\/\/www.uctoday.com\/unified-communications\/gartner-predicts-40-of-enterprise-apps-will-feature-ai-agents-by-2026\/\">Gartner<\/a>, 2026\u2019ya kadar kurumsal uygulamalar\u0131n <strong data-start=\"202\" data-end=\"250\">%40\u2019\u0131nda g\u00f6rev odakl\u0131 yapay zeka ajanlar\u0131n\u0131n<\/strong> yer alaca\u011f\u0131n\u0131 belirtiyor; bu \u00f6ng\u00f6r\u00fc, m\u00fc\u015fteri deneyimi sistemlerinde otomasyonun yak\u0131n gelecekte \u00e7ok daha yayg\u0131n hale gelece\u011fini g\u00f6steriyor. Bu d\u00f6n\u00fc\u015f\u00fcm, havayollar\u0131 gibi y\u00fcksek m\u00fc\u015fteri etkile\u015fimi olan sekt\u00f6rlerde, operasyonel verimlili\u011fi art\u0131r\u0131rken yolculara daha h\u0131zl\u0131 ve ki\u015fiselle\u015ftirilmi\u015f bir deneyim sunman\u0131n da \u00f6n\u00fcn\u00fc a\u00e7\u0131yor.<\/p>\n<p data-start=\"122\" data-end=\"581\">\n<ol start=\"6\">\n<li>\n<h4><strong> CX KPI\u2019lar\u0131: Hangi Metrikler Ger\u00e7ek Memnuniyeti G\u00f6steriyor?<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>U\u00e7u\u015f gecikmesi ya da kay\u0131p bagaj gibi konular her zaman sorun yaratacakt\u0131r. Ancak \u00f6nemli olan bu sorunlar\u0131n y\u00f6netim \u015fekli. Bu nedenle havac\u0131l\u0131kta CX performans\u0131n\u0131 \u00f6l\u00e7erken \u015fu metrikler \u00f6ne \u00e7\u0131k\u0131yor:<\/p>\n<ul>\n<li><strong>Ger\u00e7ek Zamanl\u0131 Duygu Skoru<\/strong><\/li>\n<li><strong>Temas Noktas\u0131 Bazl\u0131 Memnuniyet<\/strong><\/li>\n<li><strong>Aksiyon Plan\u0131 D\u00f6n\u00fc\u015f\u00fcm Oran\u0131<\/strong><\/li>\n<li><strong>Kanal Bazl\u0131 Geri Bildirim Skoru (Sosyal, Mobil, \u00c7a\u011fr\u0131)<\/strong><\/li>\n<li><strong>Tekrar Tercih Niyeti (Repurchase Likelihood)<\/strong><\/li>\n<\/ul>\n<p>Bu metriklerle <strong>m\u00fc\u015fteri deneyimi y\u00f6netimi<\/strong>, sadece &#8220;neler ya\u015fand\u0131?&#8221; de\u011fil, &#8220;nas\u0131l hissedildi?&#8221; sorusuna da cevap ar\u0131yor.<\/p>\n<p>&nbsp;<\/p>\n<ol start=\"7\">\n<li>\n<h4><strong> Artiwise CXM: Havac\u0131l\u0131kta Yolculuk Deneyimini Ba\u015ftan Sona Y\u00f6netir<\/strong><\/h4>\n<\/li>\n<\/ol>\n<p>Yolcular art\u0131k yaln\u0131zca u\u00e7mak istemiyor; yolculuk s\u00fcrecinin her a\u015famas\u0131nda anla\u015f\u0131lmak, y\u00f6nlendirilmek ve duygusal olarak desteklenmek istiyor. Bu beklentiye yan\u0131t verebilmek i\u00e7in havayolu markalar\u0131n\u0131n g\u00fc\u00e7l\u00fc bir CXM altyap\u0131s\u0131na ihtiyac\u0131 var.<\/p>\n<p>\u0130\u015fte burada <strong>Artiwise CXM Platformu<\/strong>, havac\u0131l\u0131k sekt\u00f6r\u00fcne \u00f6zel \u00e7\u00f6z\u00fcm setiyle fark yarat\u0131yor:<\/p>\n<ul>\n<li><strong>Kanal Ba\u011f\u0131ms\u0131z M\u00fc\u015fterinin Sesi<\/strong> altyap\u0131s\u0131yla, t\u00fcm temas noktalar\u0131ndan gelen geri bildirimleri tek noktada toplar<\/li>\n<li><strong>Ger\u00e7ek Zamanl\u0131 Duygu ve K\u00f6k Neden Analizi<\/strong> ile krizleri \u00f6nceden tespit eder<\/li>\n<li><strong>Aksiyon Planlay\u0131c\u0131<\/strong> mod\u00fcl\u00fc sayesinde geri bildirimleri h\u0131zl\u0131ca \u00e7\u00f6z\u00fcm s\u00fcrecine d\u00f6n\u00fc\u015ft\u00fcr\u00fcr<\/li>\n<li><strong>Segment Bazl\u0131 Yolculuk Haritalar\u0131<\/strong> sunarak yeni nesil yolcu beklentilerine g\u00f6re i\u00e7erik ve hizmet \u00f6nerileri geli\u015ftirir<\/li>\n<\/ul>\n<p>Artiwise CXM hakk\u0131nda detayl\u0131 bilgi i\u00e7in bizimle hemen ileti\u015fime ge\u00e7ebilirsiniz.<\/p>\n<h5><\/h5>\n<p>&nbsp;<\/p>\n<p>2025\u2019in ikinci yar\u0131s\u0131nda havayolu markalar\u0131 i\u00e7in en \u00f6nemli fark yaratan unsur, sadece u\u00e7ak i\u00e7inde sunulan konfor de\u011fil; <strong>u\u00e7u\u015fa kadar ge\u00e7en s\u00fcrecin nas\u0131l ya\u015fand\u0131\u011f\u0131d\u0131r<\/strong>. Bu nedenle, <strong>m\u00fc\u015fteri deneyimi<\/strong> art\u0131k sadece bir departman\u0131n de\u011fil, markan\u0131n DNA\u2019s\u0131n\u0131n par\u00e7as\u0131 haline gelmelidir.<\/p>\n<p><strong>M\u00fc\u015fteri memnuniyeti<\/strong>, m\u00fc\u015fterinin sesini anlamadan, yolculuk boyunca temas noktalar\u0131n\u0131 analiz etmeden ve do\u011fru aksiyon planlar\u0131 olu\u015fturmadan sa\u011flanamaz.<\/p>\n<p>Artiwise CXM ile bu s\u00fcreci b\u00fct\u00fcnsel \u015fekilde ele almak ve u\u00e7u\u015f \u00f6ncesinden ba\u015flayarak yolcunun zihninde unutulmaz bir deneyim yaratmak m\u00fcmk\u00fcn.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Havaliman\u0131nda ya\u015fanan gecikme, bagaj teslimindeki kaos ya da online check-in s\u0131ras\u0131nda ya\u015fanan teknik bir aksakl\u0131k\u2026 T\u00fcm bunlar, hen\u00fcz u\u00e7a\u011fa binmeden yolcunun zihninde marka alg\u0131s\u0131n\u0131 \u015fekillendiriyor. \u0130\u015fte bu y\u00fczden m\u00fc\u015fteri deneyimi, u\u00e7akta verilen hizmetle s\u0131n\u0131rl\u0131 kalamaz. 2025\u2019in ikinci yar\u0131s\u0131na girerken, havac\u0131l\u0131k sekt\u00f6r\u00fcnde m\u00fc\u015fteri deneyimi y\u00f6netimi bamba\u015fka bir boyut kazan\u0131yor. Art\u0131k u\u00e7u\u015f deneyimi, sadece kalk\u0131\u015f ve ini\u015f [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":5967,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[110],"tags":[],"sektor":[141],"class_list":["post-5963","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-post","sektor-havacilik"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>U\u00e7u\u015f Deneyimi U\u00e7akta Ba\u015flam\u0131yor: Havac\u0131l\u0131kta CX\u2019in Yeni Oda\u011f\u0131 Yolculuk S\u00fcreci - Artiwise<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/artiwise.com\/tr\/2025\/09\/05\/ucus-deneyimi-ucakta-baslamiyor-havacilikta-cxin-yeni-odagi-yolculuk-sureci\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"U\u00e7u\u015f Deneyimi U\u00e7akta Ba\u015flam\u0131yor: Havac\u0131l\u0131kta CX\u2019in Yeni Oda\u011f\u0131 Yolculuk S\u00fcreci - Artiwise\" \/>\n<meta property=\"og:description\" content=\"Havaliman\u0131nda ya\u015fanan gecikme, bagaj teslimindeki kaos ya da online check-in s\u0131ras\u0131nda ya\u015fanan teknik bir aksakl\u0131k\u2026 T\u00fcm bunlar, hen\u00fcz u\u00e7a\u011fa binmeden yolcunun zihninde marka alg\u0131s\u0131n\u0131 \u015fekillendiriyor. \u0130\u015fte bu y\u00fczden m\u00fc\u015fteri deneyimi, u\u00e7akta verilen hizmetle s\u0131n\u0131rl\u0131 kalamaz. 2025\u2019in ikinci yar\u0131s\u0131na girerken, havac\u0131l\u0131k sekt\u00f6r\u00fcnde m\u00fc\u015fteri deneyimi y\u00f6netimi bamba\u015fka bir boyut kazan\u0131yor. 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