Gokhan Ugurlu

Customer Experience and Leadership Management Consultant

Gokhan Ugurlu was born in Istanbul 1968, and graduated from ITÜ Electronics & Communication Engineering and has an MBA at Istanbul University. He  is a Customer Experience and Process Management Expert who gained his experience in managing Customer Service (500+ employees) in multinational big scale companies (20 years at BSH as CS Director and 7 years at Samsung as Vice President responsible for Customer Experience) for 27 Years which lead him to build up expressive experiences in various fields like CX, EX, UX, CRM, Marketing and Service Partner Management.

Gokhan Ugurlu

Customer Experience and Leadership Management Consultant

Gokhan Ugurlu was born in Istanbul 1968, and graduated from ITÜ Electronics & Communication Engineering and has an MBA at Istanbul University. He  is a Customer Experience and Process Management Expert who gained his experience in managing Customer Service (500+ employees) in multinational big scale companies (20 years at BSH as CS Director and 7 years at Samsung as Vice President responsible for Customer Experience) for 27 Years which lead him to build up expressive experiences in various fields like CX, EX, UX, CRM, Marketing and Service Partner Management.

Biography

He had the unique opportunity to experience the difference of running the Customer Service as a Profit Center in BSH (P&L responsibility with 9 figures T/O) and as a Cost Center in Samsung.

During this time, he created and implemented 50+ projects; among them worldwide awarded some projects like an in-house CRM-Solution, a breakthrough “Zero Training” application for call center agents, a process-based restructuring of a whole company incl. sales. and a Customer Experience based restructuring of the cell phone service process what is unique within Samsung.

As of 2021 Gokhan decided to offer his gained expertise especially in the fields of Customer Experience, Process Management and Leadership as a Consultant and Trainer.

Topics

  • Customer Experience Management: A Powerful Competition Tool!
  • Employee Experience Management
  • Don’t Let “Direct Marketing” Be Your Black Hole!
  • How to Create Persuasion Power!
  • There Is No “Company Culture” There Is Only “Leader Culture”!
  • Know and Manage Yourself
  • How to Become An Efficient Leader
  • Strategical Leadership – The Art of Playing Chess!
  • Efficient E-mail and Presentation Preparation Techniques
  • Special Presentation : The Life of A Vegan

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