Who we are?
Client Company is a consulting firm that provides operational consulting and implementation services regarding Customer Experience, Net Promoter System® and Customer Care & Contact Center Improvement projects.
We help our clients profitably manage and improve their customer experience, develop new compelling value propositions and organize their businesses and culture in a customer-centric way.
We manage our clients’ customer feedback collection process by providing outsourced NPS solutions as a CXaaS.
Founder & Co-Director
Executive consultant and practice leader in the Multi-Channel Customer Engagement area with 25 years of experience in his field. Experience working with clients in numerous industries, including Telecommunications, Retail, Airlines, E-commerce, and B2B service providers. Has led the design, development and delivery of multi-dimensional cross-functional solutions to clients, bringing together Strategy, Business Process Design, Organizational Design, Software, IT & Infrastructure Outsourcing and Business Process Outsourcing. Brings a deep understanding of business process outsourcing, enterprise on-premise solutions, and the migration to cloud solutions. Most recent focus has been on driving a more effective customer experience through the conversational commerce enablement of marketing, sales, and customer care processes.
Has served as a Board member on start-up companies
Partner & Customer Experience Strategist
16 years’ and broad range of banking experience, including customer experience, sales, business development, product development, marketing, direct cooperation with risk management, finance, and business solutions. Managed departments and projects across a wide range of disciplines: customer experience, business development, segment management, products to alternative delivery channel management, reengineering projects. Experience in risk and profit oriented P&L management. Was offered the opportunity to work on an international start-up bank. Most recently, working on customer experience, design thinking, innovation and customer journey mapping. Professional Coach and lean change agent.
Emre Kara - Senior Advisor
Partner & Director
Emre is a business partner at Client Company. He is specialized in customer experience, agile way of working, agile project management, strategy, storylining and presentation development.
Emre graduated from Bilkent University with BS and MS degrees in Industrial Engineering. During his master, he also studied business and economics in Aarhus Business School in Denmark.
He started his professional career as a finance specialist at Unilever. He worked in personal care and hair care categories for Turkey, North Africa, Middle East, and Russia.
Then, Emre joined Bain & Company’s Istanbul office. He worked as a management consultant for five years. He advised many clients in retail, consumer goods, household appliances, airlines, technology, and logistics from Turkey, Europe, and Middle East. His areas of expertise include strategy, digital transformation, customer experience design and improvement, operational turnaround, agile way of working, loyalty program redesign, contact center optimization, in-store sales push, and market entry strategy.
He is a professional scrum master with a PSM certificate – he is an expert in agile way of working. He is one of the pioneers in Turkey to apply agile principles and practices to solve problems in business functions – outside of IT domain. He trains and coaches professionals and agile project teams, help them crack business problems leveraging his industry and capability specific expertise.
Hale Yılmaz - Project Coordinator
More than 19 years of experience in customer relations management, 9 years experience in process analysis and project management. Started her business career as a customer relations specialist in Turkcell Customer Relations Department.
Worked as inbound call center operation team leader for 3 years. Has taken role in consultancy team for 3 years, responsible of project management, process analysis and design of “to be” processes, quality assessment, operational coaching, performance management system implementation in projects in sectors such as telecommunication, insurance, banking, airlines, retail and technology, non-household consumer, outsource call centers.
Has experience as a project coordinator and account manager of Cloud Call Center implementation projects. Recently worked as senior product consultant in Formalis for 3 years, responsible for large accounts in banking, insurance and ecommerce sector.
Graduated from Istanbul Technical University Physics Engineering and has Master’s Degree in Banking in Marmara University Institute Of Banking And Investment.