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Çağ
Onganer
Sr Director, Customer Support
Cloudflare
Çağ Onganer is Senior Director of Customer Support at Cloudflare, with a 15-year track record of driving customer success and support excellence at leading B2B software companies, including Salesforce and ServiceNow. He specialises in building and scaling global teams, improving customer retention, and delivering data-driven strategies that fuel growth in multi-cloud environments. Known for combining visionary leadership with hands-on execution, he has delivered measurable results such as boosting customer satisfaction by 20% to increasing support efficiency by 30% within three months, while spearheading digital transformation and AI-driven service innovations. With Master’s and Bachelor’s degrees in Engineering from Boğaziçi University and a General Management Certificate from Cambridge Judge Business School, he brings a proven ability to unite Sales, Product, and Engineering teams to drive both customer satisfaction and profitability.
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04 December 2025 13:30 - 14:15
Panel: Closing the loop - Identifying customer insights that support product evolution
Customer support teams sit on a goldmine of information, capturing the nuances of the customer experience in every conversation. This panel will explore how to transform qualitative customer feedback, the direct voice, frustrations, and aspirations of your users, into a powerful engine for product evolution. Our expert panelists will delve into strategies for building a strong, receptive relationship with your product department, ensuring support insights are not just heard but acted upon. This session will move beyond just highlighting problems; panelists will share approaches for showcasing what's truly working within your product based on these rich, qualitative interactions. Attendees will learn how to cultivate deeper cross-departmental buy in, ensuring support-driven insights lead to impactful, customer-centric product development.
04 December 2025 09:45 - 10:15
Fireside chat: Shifting from reactive to proactive - A strategic approach to support
Customer support is evolving from reactive problem-solving to proactive engagement that anticipates needs and prevents issues. This fireside chat brings together two industry leaders to discuss strategic approaches for transforming support operations, leveraging data and AI insights, and delivering exceptional customer experiences before problems arise. Attendees will gain practical frameworks and real-world examples for shifting support from a reactive function to a driver of customer satisfaction and loyalty.