LC Waikiki, operating in 60 countries with the mission of “It is Everyone’s Right to Dress Well”, won the “Best Use of Customer Feedback” award at the International Customer Experience Awards (ICXA) 2024 through its collaboration with with Turkcell Global Bilgi, which offers a unique digital customer experience. Highlighting that Turkcell Global Bilgi made significant contributions to the “Video Conference Technology and AI in Product Experience” project which secured this award to LC Waikiki, Murat Höke, the Deputy General Manager of LC Waikiki, said, “We redesign our product experience by learning from our customers with the support of Turkcell Global Bilgi.” Hande Zop Erol, the Deputy General Manager of Turkcell Global Bilgi, remarked, “We have been providing a wide range of services with the principle of ‘unique customer experience’ since our establishment. The success of our team involved in the award-winning project in the use of technology is a result of the technological training we provide to our employees. We will continue to invest in our employees, create a qualified workforce and offer a unique digital customer experience by setting the industry benchmark.

LC Waikiki, a fashion and textile brand active in 60 countries with the mission of “It is Everyone’s Right to Dress Well”, won first place in the “Best Use of Customer Feedback” category at the International Customer Experience Awards (ICXA) 2024, one of the most prestigious organizations in the field of customer experience, as a result of its collaboration with Turkcell Global Bilgi. The brand was deemed worthy of this important award with the “Video Conferencing Technology and Artificial Intelligence in Product Experience” project implemented with the support of Turkcell Global Bilgi, Turkey’s digital customer experience center. LC Waikiki developed the “Video Digital Consulting Services” platform to help customers better visualize the products they have designed in their minds and express their needs and expectations. Customers who reach the “Video Product Feedback” line through this platform can communicate live with customer representatives, exchange ideas and share their demands at the same time. The collected customer feedback is evaluated by LC Waikiki’s product development teams. These feedbacks serve as a roadmap for creating customer-oriented products, leading to a happier and more satisfied customer experience.

“Using technology in the best way is as important as the technology itself.”

Stating that Turkcell Global Bilgi customer service team engaged with customers during the “video conference” phase of the project, Hande Zop Erol, Deputy General Manager of Turkcell Global Bilgi, said: “In the 25 years since our establishment, we have gone beyond being a call center merely and spearheaded digital transformation in customer experience. We provide a wide range of services with our vision of ‘providing a unique digital customer experience’. We support our brands not only with our innovations and digital solutions, but also with the quality workforce we provide, as in LC Waikiki’s award-winning project. This award is a concrete indicator of how important the technological training we provide to our employees is for us. We know that using technology effectively and correctly is as important as the technology itself. By investing in our employees and technology, we will continue to fulfill our vision of ‘providing a unique digital customer experience’. I sincerely congratulate all my colleagues who contributed to this success, which is a reflection of our accumulated knowledge and experience.”

“We design our product experience with the support of Turkcell Global Bilgi.”

Murat Höke, Deputy General Manager of LC Waikiki in charge of Customer Experience, said: “We redesign our product experience by learning from our customers with the support of Turkcell Global Bilgi. We process millions of customer interactions and feedback from our customers through our various communication channels. In all incoming contacts, we prioritize our customers’ expectations, wishes and needs over our business interests. With what we learn from them, we create customer-oriented projects related to merchandising, e-commerce and our products, and develop all our processes and business strategies accordingly. In order to contribute to our brand’s technology transformation and customer-oriented experience processes, we established the ‘Digital Product Experience Line’ by combining the concepts of ‘customer’ and ‘product’. In this project, we entrusted the Video Customer Services to Turkcell Global Bilgi’s team on behalf of our brand. While we give our customers the opportunity to express us their product experiences live on camera, we also want them to visualize us the products of their dreams. We redesign our product experience with what we learn from them. With the launch of this initiative, 2,761 videos regarding customer product suggestions and opinions were prepared. In addition, 1,555 AI analysis content was produced and 917 products were improved. While our customers were happy to take part in this process, we increased our satisfaction scores in the relevant products from 3.62 to 4.48 thanks to the actions we took as a result of this feedback. We will continue to increase the quality of service we provide to our customers with our technology-oriented team that constantly follows trends and with the support of Turkcell Global Bilgi.”