Alp Kohen
CEO
35 years of experience, 26 years in consulting. Expert in customer experience (CX), call centers, CRM, process improvement (BPM), operational excellence, project management, and digital transformation. Consulted 50+ organizations and trained thousands of people.
Alp Kohen is a consultant and business leader with 35 years of experience in customer experience, operations management, process improvement and call center transformations; leading organizations to establish customer-focused, data-driven and scalable operations.
Spending 26 years of his professional career in consulting, Kohen has led over 50 comprehensive consulting projects; supporting organizations operating in different sectors to increase their operational efficiency, redesign their customer experiences and create sustainable growth models.
Beginning his career in sales at Conrad Istanbul, Kohen gained early experience in commercial growth and customer management. Subsequently, through roles at DHL, he specialized in customer service, call center operations and customer loyalty; leading customer experience and operations transformation projects in Turkey and Europe.
During his DHL Turkey and Netherlands periods, he assumed critical responsibilities in call center structuring, telesales teams, customer loyalty programs and operational process redesign; gaining deep experience in establishment and management of multi-location operations.
Today, he provides consulting across a wide range from customer experience strategies to operations modeling, from process design to performance systems; accompanying companies on their customer-focused growth journeys.
Serving as jury member in international customer experience awards, speaking at conferences and continuing knowledge sharing through his published books and articles in call center management and customer experience areas.
Areas of Support
- Customer experience (CX) strategies and design
- Call center establishment and transformation
- Operations model development
- Business Process Management (BPM) and improvement
- Sales process design and optimization
- Performance management and KPI systems
- Incentive and bonus system design
- Workforce planning and capacity optimization
- BPO and outsourcing strategies
- SLA and quality management systems
- Digital transformation and operational efficiency
- Project and program management
Key Areas of Expertise
Customer Experience (CX) | Call Center Management | BPM | Operational Excellence | CRM | Performance Management | Process Design | Outsourcing Strategies | Digital Transformation