Get to know us

About Us

I am Emre Demirel. I have worked in customer service, experience design and operations management for years. But at the heart of my work has always been this: Human. Sometimes in the angry voice of a customer. Sometimes when an agent is struggling to breathe. Sometimes in emotions lost in a system... My job was not only to find solutions. I listened, I tried to understand, sometimes I reconstructed. Because behind every complaint is a disappointment... Behind every thank you is a contact... And behind every silence there was an untold story. Over the years, I have managed support teams, built processes, designed systems. I looked at the data, but I did not forget eye contact. I wrote self-service solutions, but I also heard the voice of the agent. When operational efficiency was the goal, I tried to move forward without losing empathy. Now I am telling this journey in another form in the podcast world. This is exactly why Touchpoint exists. The connection that brands establish with people, that sometimes invisible but felt contact. focusing. On this page; Sometimes logos, sometimes artificial intelligence, sometimes just a silent customer. we'll get out. Because experience is not just a process, it is a trace. And I like to find those traces.