Operating in 60 countries with the mission of "Dressing Well is Everyone's Right," LC Waikiki, in collaboration with Turkcell Global Bilgi, which offers a unique digital customer experience, won the "Best Use of Customer Feedback" award at the International Customer Experience Awards (ICXA) 2024. Highlighting Turkcell Global Bilgi's significant contributions to the "Video Conferencing Technology and Artificial Intelligence in Product Experience" project that earned LC Waikiki this award, LC Waikiki Deputy General Manager Murat Höke said, "We are redesigning our product experience by learning from our customers with the support of Turkcell Global Bilgi.” Hande Zop Erol, Deputy General Manager of Turkcell Global Bilgi, added, "Since our establishment, we have been providing a wide range of services based on the principle of 'unique customer experience'. The success of our team in the award-winning project in using technology is a result of the technological training we provide to our employees." We will continue to invest in our employees, create a high-quality workforce and lead the sector by delivering an unparalleled digital customer experience."
Operating in 60 countries with the mission of "Dressing Well is Everyone's Right", fashion and textile brand LC Waikiki won first place in the "Best Use of Customer Feedback" category at the International Customer Experience Awards (ICXA) 2024, one of the most prestigious organisations in the field of customer experience, as a result of its collaboration with Turkcell Global Bilgi. The brand has been recognized with this important award for its "Video Conferencing Technology and Artificial Intelligence in Product Experience" project, implemented with the support of Turkcell Global Bilgi, Türkiye’s digital customer experience center.
LC Waikiki developed the "Video Digital Consultancy Services" platform to enable its customers to better visualise the products they have in mind and communicate their needs and expectations. Through this platform, customers who access the "Video Product Consultation" line can communicate live with customer representatives, exchange ideas and share their requests. The customer feedback collected is evaluated by LC Waikiki's product development teams. This feedback serves as a roadmap for creating customer-focused products, enabling a happier and more satisfying customer experience.
“Making the best use of technology is as important as the technology itself.”
Hande Zop Erol, Deputy General Manager of Turkcell Global Bilgi, stated that Turkcell Global Bilgi's customer service team contacted the customer during the "video conference" stage of the project, saying: "In the 25 years since our establishment, we have gone beyond being a call center and initiated a digital transformation in customer experience. We provide a wide range of services with our vision of 'delivering a unique digital customer experience'. We support our brands not only with the innovations we have pioneered and the digital solutions we provide, but also with the quality workforce we offer, as in LC Waikiki's award-winning project." This award is a tangible demonstration of how important the technological training we provide to our employees is. We know that using technology effectively and correctly is just as important as the technology itself. We will continue to deliver on our vision of providing unique digital customer experiences by investing in our employees and technology. I wholeheartedly congratulate all my employees who contributed to this success, which reflects our collective expertise.
"We design our product experience with the support of Turkcell Global Bilgi."
Murat Höke, Deputy General Manager of LC Waikiki for Customer Experience, said: “We are redesigning our product experience based on feedback from our customers, with the support of Turkcell Global Bilgi. We receive millions of customer contacts and feedback through our various communication channels. In all these interactions, we prioritise our customers’ expectations, requests, and needs over our business interests. Using what we learn from them, we develop customer-focused projects related to our stores, e-commerce, and products, and develop all our processes and business strategies accordingly.
We have established the 'Digital Product Experience Line' by combining the concepts of 'customer' and 'product’ in order to contribute to our brand's technological transformation and customer-focused experience processes. For this project, we entrusted our brand's Video Customer Services to the Turkcell Global Bilgi team. We want to give our customers the opportunity to describe their product experiences to us live on camera, while also asking them to sketch their dream products for us. We are redesigning our product experience based on what we learn from them. With the launch of this initiative, 2,761 customer product suggestion and opinion videos were prepared. In addition, 1,555 pieces of artificial intelligence analysis content were produced, and improvements were made to 917 products. Our customers are delighted to be part of this process, and we have increased our customer satisfaction scores from 3.62 to 4.48 as a result of the actions we have taken based on this feedback. We will continue to enhance the quality of service we provide to our customers with our technology-focused team that constantly follows trends and with the support of Turkcell Global Bilgi.