{"id":781,"date":"2026-07-28T20:10:56","date_gmt":"2026-07-28T17:10:56","guid":{"rendered":"https:\/\/sigorta.nesiblog.com\/?p=781"},"modified":"2026-07-28T20:10:56","modified_gmt":"2026-07-28T17:10:56","slug":"neova-sigorta-musteri-deneyimini-gonullu-calisanlarla-gelistiriyor","status":"publish","type":"post","link":"https:\/\/sigorta.nesiblog.com\/?p=781","title":{"rendered":"Neova Sigorta, m\u00fc\u015fteri deneyimini g\u00f6n\u00fcll\u00fc \u00e7al\u0131\u015fanlarla geli\u015ftiriyor"},"content":{"rendered":"<h4 class=\"wp-block-heading\"><strong>Neova Sigorta, m\u00fc\u015fteri deneyimini kurum genelinde yayg\u0131nla\u015ft\u0131rmak amac\u0131yla hayata ge\u00e7irdi\u011fi \u201cDeneyim El\u00e7ileri Program\u0131\u201d ile farkl\u0131 departmanlardan g\u00f6n\u00fcll\u00fc \u00e7al\u0131\u015fanlar\u0131 d\u00f6n\u00fc\u015f\u00fcm s\u00fcrecine dahil etti. Program kapsam\u0131nda m\u00fc\u015fteri yolculuklar\u0131 analiz edilirken, belirlenen geli\u015fim alanlar\u0131n\u0131n daha h\u0131zl\u0131, sade ve etkili hizmet s\u00fcre\u00e7lerine katk\u0131 sa\u011flamas\u0131 hedefleniyor.<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">Neova Sigorta, m\u00fc\u015fteri deneyimini \u015firket k\u00fclt\u00fcr\u00fcn\u00fcn temel unsurlar\u0131ndan biri haline getirmek amac\u0131yla geli\u015ftirdi\u011fi \u201cDeneyim El\u00e7ileri Program\u0131\u201dn\u0131 hayata ge\u00e7irdi. Farkl\u0131 i\u015f birimlerinden g\u00f6n\u00fcll\u00fc \u00e7al\u0131\u015fanlar\u0131n yer ald\u0131\u011f\u0131 programla, m\u00fc\u015fteri deneyiminin geli\u015ftirilmesine y\u00f6nelik \u00e7al\u0131\u015fmalar\u0131n t\u00fcm organizasyona yay\u0131lmas\u0131 ama\u00e7lan\u0131yor.<\/p>\n<p class=\"wp-block-paragraph\">Program, m\u00fc\u015fteri deneyimini yaln\u0131zca belirli ekiplerin sorumlulu\u011funda y\u00fcr\u00fct\u00fclen bir s\u00fcre\u00e7 olmaktan \u00e7\u0131kararak kurum genelinde sahiplenilen ortak bir yakla\u015f\u0131m haline getiriyor. Bu kapsamda m\u00fc\u015fteri yolculuklar\u0131 daha g\u00f6r\u00fcn\u00fcr hale getirilirken, m\u00fc\u015fteriyle temas edilen belirli noktalara odaklanan mikro m\u00fc\u015fteri yolculuklar\u0131 (micro journey) yakla\u015f\u0131m\u0131yla geli\u015fim alanlar\u0131 tespit edilerek uygulamaya al\u0131n\u0131yor.<\/p>\n<h4 class=\"wp-block-heading\"><strong>\u00c7al\u0131\u015ftaylarla geli\u015fim alanlar\u0131 belirlendi<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">2025 y\u0131l\u0131nda temelleri at\u0131lan program kapsam\u0131nda d\u00fczenlenen \u00e7al\u0131\u015ftaylarda m\u00fc\u015fteri deneyiminin geli\u015ftirilmesine y\u00f6nelik \u00f6ncelikli alanlar belirlendi. S\u00fcrece farkl\u0131 i\u015f birimlerinden 22 g\u00f6n\u00fcll\u00fc Deneyim El\u00e7isi kat\u0131larak ortak bir m\u00fc\u015fteri deneyimi dili olu\u015fturulmas\u0131na katk\u0131 sundu.<\/p>\n<p class=\"wp-block-paragraph\">Neova Sigorta\u2019n\u0131n \u201cSiz De\u011fersiniz\u201d yakla\u015f\u0131m\u0131 do\u011frultusunda \u015fekillendirilen program, M\u00fc\u015fteri Vaadi, Tasar\u0131m Prensipleri ve Deneyim Manifestosu temelinde ilerliyor. G\u00f6n\u00fcll\u00fcl\u00fck esas\u0131na dayanan yap\u0131 sayesinde m\u00fc\u015fteri deneyiminin problem, k\u00f6k neden ve aksiyon odakl\u0131 bir yakla\u015f\u0131mla daha sistematik, \u00f6l\u00e7\u00fclebilir ve s\u00fcrd\u00fcr\u00fclebilir hale getirilmesi hedefleniyor.<\/p>\n<h4 class=\"wp-block-heading\"><strong>\u201cM\u00fc\u015fteri deneyimini kurum k\u00fclt\u00fcr\u00fcn\u00fcn par\u00e7as\u0131 haline getiriyoruz\u201d<\/strong><\/h4>\n<p class=\"wp-block-paragraph\"><strong>Neova Sigorta Genel M\u00fcd\u00fcr Yard\u0131mc\u0131s\u0131 Sami Kaya<\/strong>, m\u00fc\u015fteri deneyiminin art\u0131k yaln\u0131zca belirli ekiplerin y\u00f6netti\u011fi bir s\u00fcre\u00e7 olmad\u0131\u011f\u0131n\u0131 belirterek, m\u00fc\u015fteriyle temas eden her birimin bu deneyimin do\u011fal bir par\u00e7as\u0131 oldu\u011funa inand\u0131klar\u0131n\u0131 s\u00f6yledi.<\/p>\n<p class=\"wp-block-paragraph\">Deneyim El\u00e7ileri Program\u0131\u2019n\u0131 bu anlay\u0131\u015fla hayata ge\u00e7irdiklerini ifade eden Kaya, \u201cAmac\u0131m\u0131z, m\u00fc\u015fteri odakl\u0131 d\u00fc\u015f\u00fcnme k\u00fclt\u00fcr\u00fcn\u00fc \u015firket genelinde yayg\u0131nla\u015ft\u0131rmak ve \u00e7al\u0131\u015fanlar\u0131m\u0131z\u0131n deneyim geli\u015ftirme s\u00fcre\u00e7lerine aktif katk\u0131 sundu\u011fu s\u00fcrd\u00fcr\u00fclebilir bir yap\u0131 olu\u015fturmak. G\u00f6n\u00fcll\u00fcl\u00fck esas\u0131na dayanan bu modelin en \u00f6nemli g\u00fcc\u00fc ise \u00e7al\u0131\u015fanlar\u0131m\u0131z\u0131n s\u00fcreci y\u00fcksek sahiplenme duygusuyla desteklemesi\u201d dedi.<\/p>\n<h4 class=\"wp-block-heading\"><strong>Uzun vadeli d\u00f6n\u00fc\u015f\u00fcm hedefleniyor<\/strong><\/h4>\n<p class=\"wp-block-paragraph\">Neova Sigorta, Deneyim El\u00e7ileri Program\u0131\u2019n\u0131 belirli bir d\u00f6neme yay\u0131lan proje olarak de\u011fil, m\u00fc\u015fteri odakl\u0131 kurum k\u00fclt\u00fcr\u00fcn\u00fc g\u00fc\u00e7lendiren uzun vadeli bir d\u00f6n\u00fc\u015f\u00fcm modeli olarak konumland\u0131r\u0131yor. Program kapsam\u0131nda elde edilen \u00e7\u0131kt\u0131lar ilgili i\u015f birimleriyle payla\u015f\u0131l\u0131rken, hayata ge\u00e7irilen uygulamalar d\u00fczenli olarak takip edilerek m\u00fc\u015fteri deneyiminin s\u00fcrekli geli\u015ftirilmesi ama\u00e7lan\u0131yor.<\/p>\n<p class=\"wp-block-paragraph\">\u015eirket, belirlenen geli\u015fim alanlar\u0131n\u0131n uygulamaya ge\u00e7irilmesiyle birlikte m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131na daha h\u0131zl\u0131 yan\u0131t verilmesini, s\u00fcre\u00e7lerin sadele\u015ftirilmesini ve m\u00fc\u015fteri geri bildirimlerinin karar alma mekanizmalar\u0131nda daha etkin kullan\u0131lmas\u0131n\u0131 hedefliyor. B\u00f6ylece kurum i\u00e7inde olu\u015fturulan ortak m\u00fc\u015fteri deneyimi anlay\u0131\u015f\u0131n\u0131n, m\u00fc\u015fterilerin temas etti\u011fi t\u00fcm s\u00fcre\u00e7lere do\u011frudan katk\u0131 sunmas\u0131 ama\u00e7lan\u0131yor.<\/p>\n<p class=\"wp-block-paragraph\">\n<div class=\"twitter-share\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fsigortamedya.com.tr%2Fneova-sigorta-musteri-deneyimini-gonullu-calisanlarla-gelistiriyor%2F&amp;via=sigortamedya\" class=\"twitter-share-button\">Tweet<\/a><\/div>\n<\/p>","protected":false},"excerpt":{"rendered":"<p>Neova Sigorta, m\u00fc\u015fteri deneyimini kurum genelinde yayg\u0131nla\u015ft\u0131rmak amac\u0131yla hayata ge\u00e7irdi\u011fi \u201cDeneyim El\u00e7ileri Program\u0131\u201d ile farkl\u0131 departmanlardan g\u00f6n\u00fcll\u00fc \u00e7al\u0131\u015fanlar\u0131 d\u00f6n\u00fc\u015f\u00fcm s\u00fcrecine dahil etti. Program kapsam\u0131nda m\u00fc\u015fteri yolculuklar\u0131 analiz edilirken, belirlenen geli\u015fim alanlar\u0131n\u0131n daha h\u0131zl\u0131, sade ve etkili hizmet s\u00fcre\u00e7lerine katk\u0131 sa\u011flamas\u0131<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-781","post","type-post","status-publish","format-standard","hentry","category-genel"],"_links":{"self":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts\/781","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=781"}],"version-history":[{"count":0,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=\/wp\/v2\/posts\/781\/revisions"}],"wp:attachment":[{"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=781"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=781"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sigorta.nesiblog.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=781"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}