Ilknur Ercan

Ilknur Ercan is a seasoned professional with extensive experience in service management, specializing in both B2C and B2B sectors. Currently serving as Senior Service Manager and AI & Automation Strategy Lead at SPS Switzerland AG since September 2019, Ilknur focuses on developing and implementing strategies to enhance customer service through technological solutions and automation. Prior to this role, Ilknur worked at Focus Discount AG and holds degrees in Marketing Management and Business Administration from Höhere Fachschule KV Basel and Berufsfachschule KV Basel, respectively. Passionate about integrating new technologies, particularly artificial intelligence, Ilknur is committed to driving efficiency and cost reduction within customer contact centers.