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Notes on experience

Ideas and insights on customer experience, AI, product and business development.

Performance Management and the Cobra Effect cover image
Featured Performance Management Operations Management CX

Performance Management and the Cobra Effect: Why We Need to Rebuild Performance Architecture

The root reason performance systems stall is that companies reward easily counted “activity” instead of measuring the “value” it creates.

Tayfun PoyrazOctober 10, 20264 min read
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Illustration reading What is your CX Strategy? next to a playful customer experience pyramid
Published in Harvard Business Review Türkiye
CX Strategy Customer Service

Which Strategy Should You Focus On to Deliver a Flawless Customer Experience?

Most companies agree that their most important asset is their customers. Yet when it comes to defining a “flawless customer experience”, many of them are confused.

Funda Fırat Demirci · March 29, 2022 · 6 min read Read article →
Watercolor illustration of an AI agent and a customer service agent with a headset riding a tandem bicycle
In CX Mag, December 2026
Coming soon CX AI Strategy

AI Is Not a Free Worker

AI is taking over routine work in customer service, but the job of the agents left behind gets harder and more expensive. Turning the expected savings into reality depends on CX leaders planning talent and investment together.

Funda Fırat Demirci

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