Gürol is a seasoned customer experience professional with 15+ years of experience in developing customer focused strategies and ways of working to implement them for higher customer satisfaction and returns. In his current role, Gürol is a founding partner of Alterna Team that offers end-to-end and turnkey customer experience solutions in the EMEA and CIS regions. Dedicated to increasing the impact of Alterna Team throughout the region, Gürol pays close attention to building intellectual capital around customer experience and is a renowned speaker in international customer experience events.
Before Alterna Team, Gürol had two posts at TeliaSonera in Eurasia as Customer Experience Management Director and then B2C Segment Director, overseeing the Group operators in identifying the customer experience priorities, governance model, service promise and customer KPIs. He coordinated the group companies on commercial initiatives that will improve their acquisition, growth and retention performance along the customer lifecycle.
Prior to joining TeliaSonera, Mr. Kurt was a Partner at Peppers and Rogers Group – a consultancy with a specific focus on customer centricity. He initiated and led a variety of projects on customer strategy, value management, experience, channel capabilities uplift, segment based differentiation and customer loyalty in some of the world’s most prestigious companies in telecommunications, banking, financial services, retail, production and transportation industries across EMEA and in USA.