{"id":8196,"date":"2026-01-30T11:41:45","date_gmt":"2026-01-30T11:41:45","guid":{"rendered":"https:\/\/artiwise.com\/tr\/?p=8196"},"modified":"2026-01-30T11:41:45","modified_gmt":"2026-01-30T11:41:45","slug":"cxin-kulture-donusmesi-2026da-deneyim-yonetimini-yeni-bir-esige-tasiyacak","status":"publish","type":"post","link":"https:\/\/artiwise.com\/tr\/2026\/01\/30\/cxin-kulture-donusmesi-2026da-deneyim-yonetimini-yeni-bir-esige-tasiyacak\/","title":{"rendered":"CX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak"},"content":{"rendered":"
*Bu i\u00e7erik, CEO ve Kurucu Orta\u011f\u0131m\u0131z Tanel Temel\u2019in Fintechtime i\u00e7in verdi\u011fi r\u00f6portajdan hi\u00e7bir editoryal de\u011fi\u015fiklik yap\u0131lmadan yay\u0131mlanm\u0131\u015ft\u0131r.<\/strong><\/em><\/h6>\n

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CX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak<\/strong><\/h2>\n

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Artiwise CEO\u2019su<\/strong>\u00a0Tanel Temel ile Fintechtime Aral\u0131k say\u0131s\u0131 \u2018Yeni G\u00fcndem, Yeni De\u011ferler\u2019 dosya konusu kapsam\u0131nda ger\u00e7ekle\u015ftirdi\u011fimiz \u00f6zel r\u00f6portaj yay\u0131nda.<\/strong><\/p>\n

Tanel Temel, 2025\u2019i m\u00fc\u015fteri deneyiminin teknolojiyle birle\u015fti\u011fi de\u011fil, kurum k\u00fclt\u00fcr\u00fcne d\u00f6n\u00fc\u015ft\u00fc\u011f\u00fc y\u0131l olarak tan\u0131ml\u0131yor. Yapay zek\u00e2n\u0131n t\u00fcm temas noktalar\u0131n\u0131 tek bir hik\u00e2yede birle\u015ftirmesi, CX ekiplerini raporlama rol\u00fcnden \u00e7\u0131kar\u0131p stratejik i\u015f orta\u011f\u0131 seviyesine ta\u015f\u0131d\u0131. 2026\u2019da hem CX asistanlar\u0131n\u0131n y\u00fckseli\u015fi hem de g\u00fcven ve \u015feffafl\u0131k odakl\u0131 liderlik anlay\u0131\u015f\u0131 sekt\u00f6r\u00fcn y\u00f6n\u00fcn\u00fc belirleyecek.<\/em><\/p>\n

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Be\u015f Fikirle 2026<\/strong><\/h3>\n

2025, m\u00fc\u015fteri deneyiminin anket ve skor odakl\u0131 yap\u0131s\u0131ndan \u00e7\u0131karak kurumsal kararlar\u0131n merkezine ta\u015f\u0131nd\u0131\u011f\u0131 k\u00fclt\u00fcrel d\u00f6n\u00fc\u015f\u00fcm y\u0131l\u0131 oldu.<\/strong><\/p>\n

2026\u2019da CX yat\u0131r\u0131mlar\u0131 yaln\u0131zca memnuniyeti art\u0131rma hedefi ta\u015f\u0131mayacak; operasyonel maliyet, tekrar arama oran\u0131, churn ve finansal etki gibi metriklerle \u00f6l\u00e7\u00fcmlenecek.<\/strong><\/p>\n

CX asistanlar\u0131n\u0131n devreye girmesiyle m\u00fc\u015fteri deneyimi y\u00f6netimi, raporlamadan \u00e7ok, aksiyon alan ve s\u00fcre\u00e7leri kendi kendine optimize eden canl\u0131 bir organizma h\u00e2line d\u00f6n\u00fc\u015fecek.<\/strong><\/p>\n

2026\u2019da liderlik g\u00fcven, \u015feffafl\u0131k ve etik duru\u015fun \u00fczerinde y\u00fckselecek; \u00e7al\u0131\u015fan ve m\u00fc\u015fteri bu kavramlara dayal\u0131 ili\u015fki arayacak.<\/strong><\/p>\n

Yeni d\u00f6nemde yapay zek\u00e2 trendinden do\u011fan ger\u00e7ek hik\u00e2yeler \u00f6ne \u00e7\u0131kacak; teknoloji somut faydan\u0131n, s\u00fcrd\u00fcr\u00fclebilirli\u011fin ve insan etkisinin g\u00f6r\u00fcn\u00fcr oldu\u011fu \u00f6rneklerle de\u011ferlendirilecek.<\/strong><\/p>\n

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\u201cCX art\u0131k bir inisiyatif de\u011fil; k\u00fclt\u00fcr\u00fcn, i\u015f sonu\u00e7lar\u0131n\u0131n ve kurumun gelece\u011fe bak\u0131\u015f\u0131n\u0131n ortak platformu.\u201d<\/h2>\n

Tanel Temel<\/strong><\/h2>\n

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2025\u2019i tek kelimeyle \u00f6zetleseniz hangisini se\u00e7erdiniz? Neden?<\/strong><\/p>\n

2025\u2019i tek kelimeyle \u00f6zetlesek \u2018d\u00f6n\u00fc\u015f\u00fcm\u2019<\/strong>\u00a0derdik.<\/em><\/p>\n

2025 sadece teknolojik anlamda d\u00f6n\u00fc\u015f\u00fcm\u00fcn de\u011fil, ayn\u0131 zamanda m\u00fc\u015fteri deneyimi k\u00fclt\u00fcr\u00fcn\u00fcn yapay zeka ile k\u00f6kten de\u011fi\u015fti\u011fi bir y\u0131l oldu.<\/em><\/strong><\/p>\n

Uzun y\u0131llar boyunca finans kurumlar\u0131nda m\u00fc\u015fteri deneyimi daha \u00e7ok anket skorlar\u0131, d\u00f6nemsel projeler ve kampanya bazl\u0131 aksiyonlar \u00fczerinden y\u00f6netiliyordu. M\u00fc\u015fterinin sesi; \u00e7a\u011fr\u0131 merkezi, \u015fikayet y\u00f6netimi, anketler ve dijital kanallarda ayr\u0131 ayr\u0131 tutuluyor, kurum i\u00e7inde de \u00e7o\u011fu zaman m\u00fc\u015fteri deneyimi ekibinin konusu olarak g\u00f6r\u00fcl\u00fcyordu. 2025\u2019te bizim i\u00e7in en kritik k\u0131r\u0131lma, t\u00fcm ileti\u015fim kanallar\u0131n\u0131n ger\u00e7ekten b\u00fct\u00fcnsel, omnichannel bir bak\u0131\u015fla y\u00f6netilmeye ba\u015flamas\u0131 ve bu foto\u011fraf\u0131n merkezine yapay zekan\u0131n yerle\u015fmesi oldu.<\/em><\/p>\n

Art\u0131k speech analytics i\u00e7in ayr\u0131 bir tool, anket i\u00e7in ayr\u0131 bir platform, \u015fikayet i\u00e7in ayr\u0131 bir raporlama yap\u0131s\u0131ndan bahsetmiyoruz. M\u00fc\u015fterinin \u00e7a\u011fr\u0131 merkezinde s\u00f6yledi\u011fiyle, mobil uygulamada ya\u015fad\u0131\u011f\u0131 sorunla, anket yorumundaki c\u00fcmlesiyle, \u015fikayet kanal\u0131ndan iletti\u011fi talep ayn\u0131 \u201chikayenin\u201d i\u00e7inde, tek bir yapay zek\u00e2 destekli CXM platformu \u00fczerinden y\u00f6netilebiliyor. Bu hem kurumlar i\u00e7in teknoloji karma\u015fas\u0131n\u0131 azaltan hem de ekiplerin oda\u011f\u0131n\u0131 \u201changi sistemden neyi alaca\u011f\u0131m?\u201d sorusundan \u00e7\u0131kar\u0131p \u201cm\u00fc\u015fteri ad\u0131na neyi iyile\u015ftirece\u011fim?\u201d sorusuna ta\u015f\u0131yan bir d\u00f6n\u00fc\u015f\u00fcm yaratt\u0131.\u00a0<\/em><\/p>\n

2025\u2019te ise \u015funu \u00e7ok net g\u00f6rd\u00fck.\u00a0M\u00fc\u015fteri deneyimi,\u00a0<\/strong>sadece bir departman\u0131n i\u015fi olmaktan \u00e7\u0131k\u0131p\u00a0kurum k\u00fclt\u00fcr\u00fcn\u00fcn ana eksenine ta\u015f\u0131nd\u0131.<\/strong>\u00a0CX art\u0131k \u201cm\u00fc\u015fteri memnun olsun\u201d noktas\u0131ndan, kaliteyi, verimlili\u011fi ve karl\u0131l\u0131\u011f\u0131 birlikte ta\u015f\u0131yan stratejik bir kald\u0131ra\u00e7 \u00a0noktas\u0131na geldi.<\/em><\/p>\n

Yapay zeka da bu d\u00f6n\u00fc\u015f\u00fcmde kritik bir rol oynad\u0131. Art\u0131k, tek tek \u015fikayetlere bakmak, m\u00fc\u015fteri ne dedi diye bakmak yerine, \u201cBu geri bildirim bize s\u00fcre\u00e7, \u00fcr\u00fcn ve risk a\u00e7\u0131s\u0131ndan ne anlat\u0131yor?\u201d sorusu sorulmaya ba\u015fland\u0131. Bu sayede CX ekipleri, sadece rapor \u00fcreten bir yap\u0131 olmaktan \u00e7\u0131k\u0131p, aksiyon alan ve i\u015f sonu\u00e7lar\u0131n\u0131 masaya koyan stratejik birer i\u015f orta\u011f\u0131na d\u00f6n\u00fc\u015ft\u00fc.<\/em><\/p>\n

\u00d6zetle 2025, bizim i\u00e7in m\u00fc\u015fteri deneyiminin teknolojiyle de\u011fil, k\u00fclt\u00fcrle birle\u015fti\u011fi, CX\u2019in inisiyatif olmaktan \u00e7\u0131k\u0131p kurumsal kararlar\u0131n merkezine yerle\u015fti\u011fi<\/em><\/p>\n

ger\u00e7ek bir d\u00f6n\u00fc\u015f\u00fcm y\u0131l\u0131 oldu.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

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\u00d6n\u00fcm\u00fczdeki y\u0131l herkesin radar\u0131nda hangi konu\/konular olacak sizce?<\/strong><\/p>\n

\u00d6n\u00fcm\u00fczdeki y\u0131l\u0131n radar\u0131nda, hem bizim hem de sekt\u00f6r\u00fcn g\u00f6z\u00fcnden bak\u0131nca, birka\u00e7 ana ba\u015fl\u0131k \u00e7ok net \u015fekilde \u00f6ne \u00e7\u0131k\u0131yor. Birincisi, m\u00fc\u015fteri deneyimi yat\u0131r\u0131mlar\u0131n\u0131n ge\u00e7irdi\u011fi d\u00f6n\u00fc\u015f\u00fcm. Kurumlar art\u0131k sadece \u201cm\u00fc\u015fteri memnun olsun\u201d diye de\u011fil, CX yat\u0131r\u0131mlar\u0131n\u0131n net finansal etkisini g\u00f6rmek i\u00e7in harekete ge\u00e7iyor. Tek bir temas noktas\u0131n\u0131 iyile\u015ftiren projeler de\u011fil, u\u00e7tan uca m\u00fc\u015fteri yolculu\u011funu ele alan, tekrar aramay\u0131 azaltan, operasyonel maliyeti d\u00fc\u015f\u00fcren ve kay\u0131p m\u00fc\u015fteriyi (churn) somut olarak etkileyen platformlar \u00f6n planda olacak. M\u00fc\u015fteri geri bildirimini, s\u00fcre\u00e7 verisini ve finansal etkiyi ayn\u0131 hikayede birle\u015ftiren \u00e7\u00f6z\u00fcmlere daha fazla talep gelece\u011fini g\u00f6r\u00fcyoruz.<\/em><\/p>\n

Siber g\u00fcvenlik taraf\u0131nda ise tablo \u00e7ok daha keskinle\u015fiyor. Son kat\u0131lm\u0131\u015f oldu\u011fum Web Summit gibi etkinliklerde bilgi g\u00fcvenli\u011fi ve cyber security giri\u015fimlerinin say\u0131s\u0131n\u0131n, ald\u0131klar\u0131 yat\u0131r\u0131mlar\u0131n ve olu\u015fturduklar\u0131 ilginin ne kadar artt\u0131\u011f\u0131n\u0131 \u00e7ok net g\u00f6r\u00fcyoruz. Yat\u0131r\u0131mc\u0131lar\u0131n buraya bu kadar odaklanmas\u0131, \u00f6n\u00fcm\u00fczdeki d\u00f6nemde siber g\u00fcvenlik ve yapay zeka kombinasyonunun kurum stratejilerinde kritik bir yer tutaca\u011f\u0131n\u0131n habercisi.<\/em><\/p>\n

2025 asl\u0131nda yapay zeka ilgisinin ve konu\u015fulma d\u00fczeyinin en zirve noktada oldu\u011fu y\u0131l gibi. 2026\u2019da ise as\u0131l fark, yapay zekan\u0131n kullan\u0131m alanlar\u0131n\u0131n \u00e7ok daha demokratikle\u015fmi\u015f, yayg\u0131nla\u015fm\u0131\u015f ve her \u00e7al\u0131\u015fan\u0131n g\u00fcnl\u00fck i\u015finin i\u00e7ine kadar inmi\u015f olmas\u0131 olacak. Art\u0131k bire bir m\u00fc\u015fteriyle konu\u015fan AI asistanlar\u0131, en geli\u015fmi\u015f noktalar\u0131ndan birine ula\u015facak. \u00d6ng\u00f6r\u00fc \u015fu ki, minimum 5 y\u0131l i\u00e7erisinde m\u00fc\u015fteriyle g\u00f6r\u00fc\u015fme yapan insan agent\u2019lar\u0131n \u00f6nemli bir k\u0131sm\u0131n\u0131n yerini yapay zeka alacak ve bunun da en kritik k\u0131r\u0131lma y\u0131llar\u0131ndan biri 2026 olacak. AI asistanlar\u0131n\u0131n artmas\u0131yla birlikte \u015firketlerin i\u015f yap\u0131\u015f \u015fekilleri, \u00f6zellikle s\u00fcre\u00e7 y\u00f6netimi taraf\u0131nda ciddi \u015fekilde de\u011fi\u015fecek; ayn\u0131 s\u00fcre\u00e7 \u00fczerinde onlarca AI asistan\u0131n birlikte \u00e7al\u0131\u015farak u\u00e7tan uca \u00f6nemli s\u00fcre\u00e7leri tamamlad\u0131\u011f\u0131 senaryolar g\u00f6rece\u011fiz. Bu da operasyonel verimlilik anlam\u0131nda 2026\u2019y\u0131 \u00e7ok g\u00fc\u00e7l\u00fc bir y\u0131la d\u00f6n\u00fc\u015ft\u00fcrecek.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

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2026\u2019da \u201coyun de\u011fi\u015ftirici\u201d etki yaratmas\u0131n\u0131 bekledi\u011finiz bir trend var m\u0131?<\/strong><\/p>\n

2026\u2019da oyun de\u011fi\u015ftirici olaca\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcm trend, CX asistanlar\u0131n\u0131n sahneye \u00e7\u0131k\u0131\u015f\u0131 olacak. Bug\u00fcn bir\u00e7ok kurum m\u00fc\u015fterinin sesini dinliyor, analiz ediyor, dashboard\u2019lar \u00fcretiyor; yani resme bak\u0131yoruz. Ama hala \u00e7o\u011fu yerde kurum ne yap\u0131lmas\u0131 gerekti\u011finin cevab\u0131n\u0131 bulmaya \u00e7al\u0131\u015f\u0131yor.<\/em><\/p>\n

2026\u2019da bunu bamba\u015fka bir seviyede ya\u015fayaca\u011f\u0131z: omnichannel olarak CX\u2019in y\u00f6netildi\u011fi t\u00fcm temaslarda, hem m\u00fc\u015fteriyle hem de kurum i\u00e7i departman, uygulama etkile\u015fimlerinde, CX asistanlar\u0131 devreye giriyor olacak. Bu asistanlar, sadece uyar\u0131 veren sistemler de\u011fil, m\u00fc\u015fteri deneyiminden sorumlu ki\u015filerin aksiyon almas\u0131n\u0131 beklemeksizin, ilgili CX y\u00f6neticisi ya da uzman\u0131n\u0131 proaktif \u015fekilde asiste eden ve \u00e7o\u011fu noktada aksiyonu kendisi ba\u015flatan yap\u0131lara d\u00f6n\u00fc\u015fecek.\u00a0\u0130\u015fte bu konu bu y\u00fczden oyun de\u011fi\u015ftirici.<\/strong>\u00a0\u00c7\u00fcnk\u00fc m\u00fc\u015fteri deneyimi y\u00f6netimi, rapor \u00fcretmekten \u00e7\u0131k\u0131p, s\u00fcrekli kendini optimize eden canl\u0131 bir organizma haline gelecek.\u00a0<\/strong>Bu, hem CX ekiplerinin rol\u00fcn\u00fc stratejik olarak yukar\u0131 ta\u015f\u0131yacak, hem de finansal etkiyi \u00e7ok daha g\u00f6r\u00fcn\u00fcr k\u0131lacak.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

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2026\u2019da liderlik anlay\u0131\u015f\u0131n\u0131 ya da kurum stratejilerini belirleyecek en kritik de\u011fer sizce hangisi?<\/strong><\/p>\n

Bence 2026\u2019da liderlik anlay\u0131\u015f\u0131n\u0131 ve kurum stratejilerini en \u00e7ok \u015fekillendirecek de\u011fer g\u00fcven ve \u015feffafl\u0131k olacak. Teknoloji bu kadar h\u0131zlanm\u0131\u015fken, yapay zeka karar s\u00fcre\u00e7lerine bu kadar girmi\u015fken, hem m\u00fc\u015fterinin hem \u00e7al\u0131\u015fan\u0131n hem de i\u015f ortaklar\u0131n\u0131n g\u00fcven duymad\u0131\u011f\u0131 hi\u00e7bir yap\u0131 uzun vadede ayakta kalamayacak. \u00c7al\u0131\u015fan, belirsizlik d\u00f6nemlerinde arkas\u0131nda duracak, s\u00f6z\u00fcn\u00fcn arkas\u0131nda duran, sadece sonu\u00e7 odakl\u0131 de\u011fil, adalet ve etik odakl\u0131 bir lider arayacak. \u0130\u015f ortaklar\u0131 ise k\u0131sa vadeli f\u0131rsatlardan \u00e7ok, g\u00fcvenilir ve tutarl\u0131 yol arkada\u015flar\u0131n\u0131 se\u00e7ecek. Bu y\u00fczden ben, 2026\u2019ya giderken vizyon, yenilik\u00e7ilik, h\u0131z gibi kavramlar\u0131n hala \u00f6nemli olaca\u011f\u0131n\u0131 ama hepsinin \u00fczerinde, hepsini ta\u015f\u0131yan ana iskeletin g\u00fcven, \u015feffafl\u0131k ve etik duru\u015f olaca\u011f\u0131n\u0131 d\u00fc\u015f\u00fcn\u00fcyorum. Kurum stratejileri de buna paralel olarak sadece b\u00fcy\u00fcme ve karl\u0131l\u0131k de\u011fil, bunu nas\u0131l yapt\u0131\u011f\u0131m\u0131z\u0131, hangi de\u011ferler \u00fczerinden yapt\u0131\u011f\u0131m\u0131z\u0131 \u00e7ok daha fazla sorgular hale gelecek.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

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Bir lider olarak hangi kaynaklardan besleniyorsunuz? Okurlar\u0131m\u0131za ilham verecek bir okuma, izleme ya da dinleme \u00f6neriniz var m\u0131?\u201d<\/strong><\/p>\n

En \u00e7ok inand\u0131\u011f\u0131m \u015fey, teknik bilginin ve vizyonun yan\u0131nda\u00a0duygusal zekan\u0131n<\/strong>\u00a0\u00e7ok g\u00fc\u00e7l\u00fc olmas\u0131 gerekti\u011fi. \u00d6zellikle kitleleri harekete ge\u00e7irmek, bir ekibi zor bir d\u00f6n\u00fc\u015f\u00fcme ikna etmek ya da kurum i\u00e7inde yeni bir bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 yerle\u015ftirmek istedi\u011finizde, devreye ilk giren \u015fey unvan de\u011fil,\u00a0kar\u015f\u0131n\u0131zdakini anlama, duyguyu okuma ve do\u011fru tepkiyi verebilme becerisi<\/strong>\u00a0oluyor. EQ\u2019su y\u00fcksek liderlerin, ayn\u0131 fikri savunan ama duygusal zekas\u0131 zay\u0131f liderlere g\u00f6re \u00e7ok daha etkili oldu\u011funu sahada birebir g\u00f6r\u00fcyoruz. Bu y\u00fczden okurlara \u00f6nerece\u011fim kitaplardan ilki, bu kas\u0131 geli\u015ftirmek isteyen herkes i\u00e7in Emotional Intelligence 2.0. kitab\u0131. Bu kitap, duygusal zekay\u0131 soyut bir kavram olmaktan \u00e7\u0131kar\u0131p, g\u00fcnl\u00fck hayatta uygulanabilir ara\u00e7lara d\u00f6n\u00fc\u015ft\u00fcr\u00fcyor.<\/em><\/p>\n

Di\u011fer yandan, g\u00fcn\u00fcm\u00fcz liderlerinin en b\u00fcy\u00fck s\u0131k\u0131nt\u0131lar\u0131ndan birinin de\u00a0odaklanma<\/strong>\u00a0oldu\u011funu d\u00fc\u015f\u00fcn\u00fcyorum. Her yerden tetikleyici var: telefon, mail, toplant\u0131lar, sosyal medya, bildirimler. Bu kadar uyar\u0131c\u0131 aras\u0131nda, i\u015flerin \u00f6ncelik ve \u00f6nem s\u0131ras\u0131n\u0131 kaybetmek \u00e7ok kolay; bu da do\u011frudan verimsizli\u011fe ve mental yorgunlu\u011fa d\u00f6n\u00fc\u015f\u00fcyor. Burada \u00f6zellikle iki kitab\u0131 \u00f6nermek isterim. \u0130lki, T\u00fcrk\u00e7e\u2019de de bulunan\u00a0Da\u011f\u0131n\u0131k Zihinler<\/strong>; bu kitap, dikkat da\u011f\u0131n\u0131kl\u0131\u011f\u0131n\u0131n ne kadar artt\u0131\u011f\u0131n\u0131, bunun hayat\u0131m\u0131zdaki ve i\u015fimizdeki etkilerini ve neler yap\u0131lmas\u0131 gerekti\u011fini \u00e7ok net bir \u015fekilde ortaya koyuyor. \u0130kincisi ise Chris Bailey\u2019nin\u00a0Hyperfocus<\/strong>\u00a0adl\u0131 kitab\u0131. \u0130nsan beyninin ger\u00e7ekten odaklanabilmesi i\u00e7in nelerin gerekli oldu\u011funu, hangi al\u0131\u015fkanl\u0131klar\u0131 de\u011fi\u015ftirmemiz gerekti\u011fini \u00e7ok somut ve anla\u015f\u0131l\u0131r bir dille anlat\u0131yor.<\/em><\/p>\n

Benim a\u00e7\u0131mdan bu \u00fc\u00e7l\u00fc, g\u00fc\u00e7l\u00fc\u00a0duygusal zeka<\/strong>, do\u011fru\u00a0dikkat y\u00f6netimi<\/strong>\u00a0ve derin\u00a0odaklanma kas\u0131<\/strong>\u00a0g\u00fcn\u00fcm\u00fcz liderlerinde en kritik yetkinlik setini olu\u015fturuyor. Bu y\u00fczden hem kendi liderlik yolculu\u011fumda hem de ekip arkada\u015flar\u0131ma tavsiye ederken, \u00f6zellikle bu alanlarda beslenmeyi \u00e7ok k\u0131ymetli buluyorum.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

 <\/p>\n

Kendi alan\u0131n\u0131za bakt\u0131\u011f\u0131n\u0131zda, 2026 i\u00e7in sizi en \u00e7ok heyecanland\u0131ran proje ya da at\u0131l\u0131m hangisi?<\/strong><\/p>\n

Kendi alan\u0131m\u0131za bakt\u0131\u011f\u0131m\u0131zda, 2026 i\u00e7in bizi en \u00e7ok heyecanland\u0131ran ba\u015fl\u0131k a\u00e7\u0131k\u00e7a ABD pazar\u0131 ve buraya y\u00f6nelik yat\u0131r\u0131m planlar\u0131m\u0131z. Son iki y\u0131ld\u0131r ABD pazar\u0131n\u0131 masaya yat\u0131r\u0131p segment segment analiz eden bir ekibiz. Hangi dikeyde (bankac\u0131l\u0131k, sigorta, fintech, otomotiv, perakende), hangi \u00f6l\u00e7ekteki kurumlara, hangi de\u011fer \u00f6nermesiyle girmemiz gerekti\u011fini art\u0131k net olarak biliyoruz. CXM taraf\u0131nda ABD\u2019deki kurumlar\u0131n en b\u00fcy\u00fck ihtiyac\u0131n\u0131n, \u00e7ok kanall\u0131 m\u00fc\u015fteri geri bildirimini tek yerde toplaman\u0131n \u00f6tesine ge\u00e7ip, bunu yapay zeka ile aksiyona d\u00f6n\u00fc\u015ft\u00fcren, finansal etkisini g\u00f6steren ve reg\u00fclasyonla uyumlu bir \u00e7er\u00e7eveye oturtmak oldu\u011funu g\u00f6r\u00fcyoruz. 2026 bizim i\u00e7in, bu haz\u0131rl\u0131klar\u0131n ger\u00e7ek sat\u0131\u015flara, i\u015f ortakl\u0131klar\u0131na ve g\u00fc\u00e7l\u00fc bir ABD varl\u0131\u011f\u0131na d\u00f6n\u00fc\u015ft\u00fc\u011f\u00fc y\u0131l olacak. K\u0131sacas\u0131, pazar\u0131 art\u0131k \u00f6\u011frenme de\u011fil, uygulama modunday\u0131z; hangi eyalette, hangi sekt\u00f6rde, hangi partner yap\u0131s\u0131yla ilerleyece\u011fimizi, hangi \u00fcr\u00fcn kombinasyonuyla en g\u00fc\u00e7l\u00fc etkiyi yarataca\u011f\u0131m\u0131z\u0131 \u00e7al\u0131\u015ft\u0131k. 2026\u2019da T\u00fcrkiye\u2019den \u00e7\u0131kan bir CXM & AI oyuncusunun ABD\u2019de anlaml\u0131 bir yer edinmesi, hem \u015firket olarak bizi hem de bu co\u011frafyadan \u00e7\u0131kan t\u00fcm teknoloji giri\u015fimleri ad\u0131na bizi en \u00e7ok heyecanland\u0131ran at\u0131l\u0131m.<\/em><\/p>\n

\u00a0<\/em><\/p>\n

 <\/p>\n

Bug\u00fcnden bak\u0131nca, 2026\u2019da herkesin konu\u015faca\u011f\u0131 ama \u015fu anda yeterince g\u00fcndeme gelmeyen bir konu s\u00f6yleyin desek, neyi i\u015faret edersiniz?<\/strong><\/p>\n

A\u00e7\u0131k\u00e7as\u0131 2026\u2019da herkesin konu\u015faca\u011f\u0131 tek konu budur demektense ekleyebilece\u011fim konu\u00a0yeni g\u00fcndemlerin, insanlara dokunan g\u00fc\u00e7l\u00fc hikayelerden \u00e7\u0131kaca\u011f\u0131d\u0131r.<\/strong><\/em><\/p>\n

Bug\u00fcn yapay zeka, CX, s\u00fcrd\u00fcr\u00fclebilirlik gibi ba\u015fl\u0131klar zaten \u00e7ok konu\u015fuluyor, ama \u00e7o\u011fu zaman sunumlarda ve s\u00f6ylemlerde kal\u0131yor. As\u0131l eksik olan \u015fey, bu teknolojilerin\u00a0ger\u00e7ek insanlar\u0131n hayat\u0131na, kurumlar\u0131n i\u015fleyi\u015fine ve d\u00fcnyan\u0131n gelece\u011fine nas\u0131l dokundu\u011funu g\u00f6steren somut deneyim hikayeleri.<\/strong>\u00a0Artiwise olarak bizim bak\u0131\u015f a\u00e7\u0131m\u0131z da tam burada farkl\u0131la\u015f\u0131yor.<\/em><\/p>\n

2026\u2019ya giderken \u00f6zellikle\u00a0bankac\u0131l\u0131k ve otomotivde<\/strong>\u00a0\u00f6yle m\u00fc\u015fteri deneyimi hikayeleri yayg\u0131nla\u015facak ki, bunlar\u0131n \u00f6nemli bir k\u0131sm\u0131 bug\u00fcne kadar\u00a0faydas\u0131 hesaplanmam\u0131\u015f, say\u0131lara d\u00f6k\u00fclmemi\u015f<\/strong>\u00a0alanlar\u0131 g\u00f6r\u00fcn\u00fcr k\u0131lacak. \u00d6rne\u011fin; bir bankan\u0131n, yapay zeka destekli deneyim y\u00f6netimi sayesinde sadece \u015fikayetleri azaltmakla kalmay\u0131p, hassas bir m\u00fc\u015fteri grubunun hayat\u0131n\u0131 nas\u0131l kolayla\u015ft\u0131rd\u0131\u011f\u0131, ya da bir otomotiv markas\u0131n\u0131n, m\u00fc\u015fteri geri bildirimlerini do\u011fru okuyarak hem g\u00fcvenli\u011fi art\u0131r\u0131p hem de gereksiz par\u00e7a israf\u0131n\u0131 azaltarak s\u00fcrd\u00fcr\u00fclebilirli\u011fe nas\u0131l katk\u0131 sa\u011flad\u0131\u011f\u0131 gibi hikayeler.<\/em><\/p>\n

Bizce 2026\u2019da \u00e7ok konu\u015fulacak ama bug\u00fcn yeterince g\u00f6r\u00fcnmeyen \u015fey,\u00a0yapay zeka\u00a0trendinin i\u00e7inden \u00e7\u0131kan, insan odakl\u0131, \u00f6l\u00e7\u00fclebilir ve s\u00fcrd\u00fcr\u00fclebilirlik boyutu g\u00fc\u00e7l\u00fc bu hikayeler<\/strong>\u00a0olacak. Biz de Artiwise olarak, tam da bu hikayeleri \u00e7\u0131karan ve rakamlarla ispatlayan tarafta olmay\u0131 hedefliyoruz.<\/em><\/p>\n

 <\/p>\n

Bu i\u00e7erik ilk olarak Fintechtime<\/strong>\u2019ta yay\u0131mlanm\u0131\u015ft\u0131r.<\/em>
\nOrijinal i\u00e7eri\u011fe a\u015fa\u011f\u0131daki ba\u011flant\u0131dan ula\u015fabilirsiniz:<\/em><\/h6>\n
\ud83d\udd17 https:\/\/fintechtime.com\/2025\/12\/cxin-kulture-donusmesi-2026da-deneyim-yonetimini-yeni-bir-esige-tasiyacak\/<\/a><\/em><\/h6>\n","protected":false},"excerpt":{"rendered":"

*Bu i\u00e7erik, CEO ve Kurucu Orta\u011f\u0131m\u0131z Tanel Temel\u2019in Fintechtime i\u00e7in verdi\u011fi r\u00f6portajdan hi\u00e7bir editoryal de\u011fi\u015fiklik yap\u0131lmadan yay\u0131mlanm\u0131\u015ft\u0131r.   CX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak   Artiwise CEO\u2019su\u00a0Tanel Temel ile Fintechtime Aral\u0131k say\u0131s\u0131 \u2018Yeni G\u00fcndem, Yeni De\u011ferler\u2019 dosya konusu kapsam\u0131nda ger\u00e7ekle\u015ftirdi\u011fimiz \u00f6zel r\u00f6portaj yay\u0131nda. Tanel Temel, 2025\u2019i m\u00fc\u015fteri deneyiminin teknolojiyle birle\u015fti\u011fi de\u011fil, […]<\/p>\n","protected":false},"author":5,"featured_media":8206,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[128],"tags":[],"sektor":[],"class_list":["post-8196","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-basinda-artiwise"],"yoast_head":"\nCX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak - 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\/2026\/01\/30\/cxin-kulture-donusmesi-2026da-deneyim-yonetimini-yeni-bir-esige-tasiyacak\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak - Artiwise\" \/>\n<meta property=\"og:description\" content=\"*Bu i\u00e7erik, CEO ve Kurucu Orta\u011f\u0131m\u0131z Tanel Temel\u2019in Fintechtime i\u00e7in verdi\u011fi r\u00f6portajdan hi\u00e7bir editoryal de\u011fi\u015fiklik yap\u0131lmadan yay\u0131mlanm\u0131\u015ft\u0131r.   CX\u2019in K\u00fclt\u00fcre D\u00f6n\u00fc\u015fmesi: 2026\u2019da Deneyim Y\u00f6netimini Yeni Bir E\u015fi\u011fe Ta\u015f\u0131yacak   Artiwise CEO\u2019su\u00a0Tanel Temel ile Fintechtime Aral\u0131k say\u0131s\u0131 \u2018Yeni G\u00fcndem, Yeni De\u011ferler\u2019 dosya konusu kapsam\u0131nda ger\u00e7ekle\u015ftirdi\u011fimiz \u00f6zel r\u00f6portaj yay\u0131nda. 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