Cüneyt Erpolat, Co-Founder & Board Member at Champs CX

Leaders,

Cüneyt Erpolat joins us to explore how AI, flexible talent, and global reach are transforming customer experience. With over 30 years in tech, including leadership roles at Microsoft, Alibaba, and now as Co-Founder of Champs CX, Cüneyt shares why CX is far more than call centers—it’s about delivering meaningful, human interactions at scale.

He explains why Champs chose Turkey as its base, leveraging the country’s deep talent pool and multilingual workforce to build a globally competitive CX platform. Cüneyt also discusses why customers still crave human connection, how AI is reshaping, not replacing, the CX landscape, and what today’s enterprise leaders need to rethink when scaling support operations.

If you’re leading a CX budget or rethinking your workforce model, this conversation will challenge how you define quality, loyalty, and operational flexibility.

Chapters

00:00 Introduction to Customer Experience Transformation

04:20 Cüneyt’s Journey to Champs and CX Insights

08:58 Understanding the Landscape of Customer Experience

13:05 The Role of AI in Customer Experience

17:22 The Future of CX: Hybrid Models and Human Touch

26:06 Navigating Change in Customer Experience Management

34:18 Why Turkey? Advantages of a Turkish CX Hub

Follow Up Material & Links

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Cüneyt Erpolat, Co-Founder & Board Member at Champs