Seda Çar Taşgın

I'm a customer experience leader with over 15 years of experience spanning banking, logistics, SaaS, and now insurance, across Turkey, Germany, and Central Asia. My career has consistently centered on one thread: turning customer insight into measurable business transformation.

I started in banking at Garanti BBVA, where I spent nearly a decade building CX platforms, NPS/CSAT dashboards, and Voice of Customer programs, and launched Turkey's first digital loan product and first segment-specific loyalty program. I then moved into digital banking at ING Germany, designing mobile payment journeys for Apple Pay and Google Pay, before returning to Turkey to lead Customer Engagement at Akbank, where I redesigned the credit card journey and cut churn through agile transformation of cancellation workflows.

At Teleperformance, I managed multi-channel service delivery for major international clients, and at DHL Express Turkey I led Customer Resolution & Service Transformation — eliminating recurring revenue leakage, piloting AI-driven speech analytics, and launching the logistics industry's first social-media complaint workflow. I've also worked as an independent consultant, acting Head of CX for a SaaS start-up and leading commercial transformation for a B2B travel company in Central Asia.

Since January 2026, I've stepped into a new chapter as Department Head for Customer Experience and the Customer Solutions Center at AXA Insurance Turkey, where I lead a health claims contact center across phone, email, and chat, alongside our CX measurement function. My focus is building a data-driven CX practice — from correlation and driver analysis on NPS/CSAT to a structured annual strategic plan grounded in KPIs and industry frameworks (Forrester, Gartner, McKinsey).

What draws me to CCXP is that it validates the discipline I've built my career on: treating CX not as a sentiment score, but as a strategic, measurable driver of loyalty and growth.