Merhaba de\u011ferli okurlar,<\/p>\n\n\n\n
CX D\u00fcnyas\u0131 ve Gelece\u011fi<\/em> kitab\u0131m\u0131 kaleme al\u0131rken her zaman vurgulad\u0131\u011f\u0131m, \u00fczerine \u00e7ok\u00e7a kafa yordu\u011fum bir nokta vard\u0131: Yapay Zeka (AI), otomasyon ve bulut bili\u015fim gibi ba\u015f d\u00f6nd\u00fcr\u00fcc\u00fc teknolojiler, ne kadar harika olurlarsa olsunlar, tek ba\u015flar\u0131na bir anlam ifade etmezler. Bir\u00e7ok \u015firket, paray\u0131 bast\u0131r\u0131p en yeni dijital altyap\u0131lar\u0131 sistemlerine entegre etti\u011finde kusursuz bir M\u00fc\u015fteri Deneyimi (CX) yarataca\u011f\u0131n\u0131 san\u0131r. Ancak g\u00f6zden ka\u00e7\u0131r\u0131lan \u00e7ok b\u00fcy\u00fck bir ger\u00e7ek vard\u0131r: Harika teknolojileri sat\u0131n alabilirsiniz, ancak o teknolojileri anlaml\u0131 k\u0131lacak s\u00fcre\u00e7leri haz\u0131r olarak sat\u0131n alamazs\u0131n\u0131z; o s\u00fcre\u00e7leri markan\u0131z\u0131n dinamiklerine uygun olarak ancak “siz” tasarlayabilirsiniz.<\/p>\n\n\n\n Kitab\u0131m\u0131n “\u00d6zdeyi\u015fler” b\u00f6l\u00fcm\u00fcnde sevgili M. Fatih Arslan\u2019\u0131n da \u00e7ok net ifade etti\u011fi gibi: “S\u00fcre\u00e7lerle u\u011fra\u015fmayan, sorunlarla u\u011fra\u015f\u0131r.”<\/strong> (1)<\/p>\n\n\n\n Peki, s\u00fcre\u00e7 neden teknolojinin adeta kalbidir? Gelin, CX mimarisinin bu g\u00f6r\u00fcnmez omurgas\u0131n\u0131 birlikte inceleyelim.<\/p>\n\n\n\n Teknolojiyi devasa ve p\u00fcr\u00fczs\u00fcz bir otoyol olarak d\u00fc\u015f\u00fcn\u00fcn. O otoyolda kaza yapmadan, g\u00fcvenle ve ak\u0131c\u0131 bir \u015fekilde ilerlemenizi sa\u011flayan as\u0131l \u015fey trafik kurallar\u0131, \u015feritler ve y\u00f6nlendirmelerdir; yani sizin kurgulad\u0131\u011f\u0131n\u0131z s\u00fcre\u00e7lerinizdir.<\/p>\n\n\n\n Kitab\u0131mda Yapay Zeka konusunu i\u015flerken de \u00f6zellikle belirtti\u011fim gibi; AI her \u015feyi bir \u00e7\u0131rp\u0131da \u00e7\u00f6zen bir sihirli lamba cini de\u011fildir (2). O, sizin tasarlad\u0131\u011f\u0131n\u0131z s\u00fcre\u00e7lerin i\u00e7indeki veriyi i\u015fleyen bir yaz\u0131l\u0131md\u0131r. E\u011fer arka planda karma\u015f\u0131k, hantal ve k\u00f6t\u00fc tasarlanm\u0131\u015f bir s\u00fcre\u00e7 mimariniz varsa, otomasyon veya AI kullanarak elde edece\u011finiz tek \u015fey “daha h\u0131zl\u0131 hata yapan” bir sistem olacakt\u0131r. K\u00f6t\u00fc bir s\u00fcreci otomatize etmek, sadece m\u00fc\u015fteriyi daha h\u0131zl\u0131 \u00e7ileden \u00e7\u0131karman\u0131za yarar.<\/p>\n\n\n\n Bu y\u00fczden, Leonard Berry’nin kitab\u0131ma ald\u0131\u011f\u0131m o \u00e7ok de\u011ferli s\u00f6z\u00fcn\u00fc s\u00fcre\u00e7 tasar\u0131mlar\u0131m\u0131z\u0131n merkezine koymal\u0131y\u0131z: “S\u00fcre\u00e7lerinizi sadele\u015ftirin. Sade s\u00fcre\u00e7ler, zek\u00e2n\u0131n \u00fcr\u00fcn\u00fcd\u00fcr.”<\/strong> (3)<\/p>\n\n\n\n Burada \u00e7ok kritik bir ger\u00e7e\u011fin alt\u0131n\u0131 \u00e7izmemiz gerekiyor: Hayat son derece de\u011fi\u015fkendir. M\u00fc\u015fteri beklentileri, pazar dinamikleri, ihtiya\u00e7lar ve dijital d\u00fcnyan\u0131n h\u0131z\u0131 her an d\u00f6n\u00fc\u015f\u00fcm i\u00e7indedir. Hayat\u0131n ve i\u015f d\u00fcnyas\u0131n\u0131n bu kadar de\u011fi\u015fken oldu\u011fu bir ekosistemde, s\u00fcre\u00e7lerinizin statik kalmas\u0131 ve de\u011fi\u015fime direnmesi d\u00fc\u015f\u00fcn\u00fclemez. D\u00fcn kusursuz diye tasarlad\u0131\u011f\u0131n\u0131z bir s\u00fcre\u00e7, birka\u00e7 ay i\u00e7inde \u00e7a\u011f\u0131n veya m\u00fc\u015fteri taleplerinin gerisinde kalabilir. Bu nedenle s\u00fcre\u00e7leriniz, t\u0131pk\u0131 hayat\u0131n kendisi gibi de\u011fi\u015fken ritme ayak uydurabilecek esneklikte ve dinamizmde tasarlanmal\u0131d\u0131r.<\/p>\n\n\n\n G\u00fcn\u00fcm\u00fcz CX d\u00fcnyas\u0131n\u0131n \u00e7ok y\u00f6nl\u00fc ve karma\u015f\u0131k yap\u0131s\u0131, markalar\u0131 kendi ana i\u015fleri olmayan konularda d\u0131\u015f kaynak (outsourcing) kullanmaya, yani farkl\u0131 alanlarda birden \u00e7ok vendor (i\u015f orta\u011f\u0131) ile \u00e7al\u0131\u015fmaya y\u00f6neltmektedir. \u00c7a\u011fr\u0131 merkezi, yaz\u0131l\u0131m, e-ticaret altyap\u0131s\u0131 veya sosyal medya y\u00f6netimi gibi say\u0131s\u0131z alanda partnerlerle ilerlemek esneklik sa\u011flasa da, bu durum beraberinde \u00e7ok b\u00fcy\u00fck bir zorluk getirir.<\/p>\n\n\n\n Kitab\u0131mda da de\u011findi\u011fim gibi; bir \u015firketin beyni taraf\u0131ndan kurgulanm\u0131\u015f CX mimarisini ve kurumsal s\u00fcre\u00e7leri, onlarca d\u0131\u015f kaynak firmas\u0131na bozulmadan aktarabilmek son derece zordur (4). \u00c7al\u0131\u015ft\u0131\u011f\u0131n\u0131z her bir vendor’un, sizin kurumsal s\u00fcre\u00e7lerinize en az sizin kadar hakim olmas\u0131 gereklili\u011fi do\u011far ki, y\u00fczlerce farkl\u0131 elin ayn\u0131 orkestrada uyumla \u00e7almas\u0131n\u0131 y\u00f6netmek olduk\u00e7a zahmetlidir.<\/p>\n\n\n\n \u0130\u015fte tam da bu zahmeti a\u015fmak ve s\u00fcrekli de\u011fi\u015fen hayata adapte olabilmek i\u00e7in, i\u015f ortaklar\u0131n\u0131zda arad\u0131\u011f\u0131n\u0131z \u00f6zellikleri yeniden tan\u0131mlamal\u0131s\u0131n\u0131z. Birlikte \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131z firmalar\u0131 sadece verdi\u011finiz eski bir s\u00fcreci mekanik olarak i\u015fleten ta\u015feronlar olarak g\u00f6rmemelisiniz.<\/p>\n\n\n\n Bazen, pazar\u0131n dinamiklerini okuyan, o de\u011fi\u015fken hayat\u0131n getirdi\u011fi yeni gereksinimleri analiz eden ve s\u00fcre\u00e7lerdeki de\u011fi\u015fim ihtiyac\u0131n\u0131 sizden bile daha \u00f6nce fark eden partnerlerle<\/strong> \u00e7al\u0131\u015fmal\u0131s\u0131n\u0131z. Ger\u00e7ek bir i\u015f orta\u011f\u0131, “Sekt\u00f6rdeki bu de\u011fi\u015fimleri \u00f6ng\u00f6rerek s\u00fcre\u00e7lerimizi \u015fu \u015fekilde iyile\u015ftirmeliyiz”<\/em> diyerek s\u00fcre\u00e7 tasar\u0131m\u0131n\u0131za vizyon katabilen partnerdir.<\/p>\n\n\n\n \u00d6zetle dostlar; \u015firketler olarak en geli\u015fmi\u015f teknolojileri sat\u0131n alabiliriz. Ancak bizi rekabette ayr\u0131\u015ft\u0131racak olan \u015fey; hayat\u0131n h\u0131z\u0131na ayak uydurabilen sade s\u00fcre\u00e7lerimiz ve bu s\u00fcre\u00e7lerin de\u011fi\u015fimini bizimle birlikte dert edinip tasarlayan do\u011fru i\u015f ortaklar\u0131m\u0131zd\u0131r.<\/p>\n\n\n\n Sevgiyle ve “do\u011fru tasarlanm\u0131\u015f s\u00fcre\u00e7lerle” kal\u0131n…<\/p>\n\n\n\n Zekeriya ARSLAN<\/strong><\/p>\n\n\n\n Kaynak\u00e7a:<\/strong> Harika Teknolojiler Sat\u0131n Alabilirsiniz Ama Harika S\u00fcre\u00e7leri Ancak Siz Tasarlayabilirsiniz Merhaba de\u011ferli okurlar, CX D\u00fcnyas\u0131 ve Gelece\u011fi kitab\u0131m\u0131 kaleme al\u0131rken her zaman vurgulad\u0131\u011f\u0131m, \u00fczerine \u00e7ok\u00e7a kafa [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":2092,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2091","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-haber"],"_links":{"self":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/2091","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/comments?post=2091"}],"version-history":[{"count":2,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/2091\/revisions"}],"predecessor-version":[{"id":2094,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/2091\/revisions\/2094"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/2092"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=2091"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=2091"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=2091"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Teknoloji Bir Altyap\u0131d\u0131r, S\u00fcre\u00e7ler \u0130se \u0130\u015fin Zek\u00e2s\u0131<\/h4>\n\n\n\n
Hayat De\u011fi\u015fken, \u00d6yleyse S\u00fcre\u00e7ler de Dinamik Olmal\u0131<\/h4>\n\n\n\n
Birden \u00c7ok Vendor (\u0130\u015f Orta\u011f\u0131) Y\u00f6netiminin Zahmeti<\/h4>\n\n\n\n
Sizden \u00d6nce Fark Eden Partnerlerle \u00c7al\u0131\u015f\u0131n<\/h4>\n\n\n\n
\n\n\n\n
(1) Sayfa 523, 2- CX Konulu \u00d6zdeyi\u015fler (S\u00f6z No: 347 – M. Fatih Arslan)
(2) Sayfa 156, 1- CX D\u00fcnyas\u0131 ve Gelece\u011fi (CX’in Gelece\u011fi – Yapay Zeka (AI))
(3) Sayfa 587, 2- CX Konulu \u00d6zdeyi\u015fler (S\u00f6z No: 460 – Leonard Berry)
(4) Sayfa 119, 1- CX D\u00fcnyas\u0131 ve Gelece\u011fi (CX’de D\u0131\u015f Kaynak Kullan\u0131m\u0131n\u0131n Etkileri)<\/p>\n","protected":false},"excerpt":{"rendered":"