Şerza Saka

In today’s highly competitive digital world, successful business is about truly understanding customer needs, expectations, and behaviors. This session will explore how businesses can adopt a customer-centric mindset to improve digital experiences, increase engagement, and build long-term loyalty. Through practical examples and real-life insights, we will discuss how empathy, data, and personalization come together to create meaningful customer journeys in e-commerce.

Şerza Saka is an executive experienced in sales, digital marketing, e-commerce, and customer behaviors. Kalp, which she founded, currently provides sales, digital marketing and business development consultancy to e-commerce brands and tech companies. She also teaches the course ‘Understanding Digital Customer Behaviours’ at Academy of Arts & Design London.

Before founding her own business, she worked at Unilever, Amazon, HUAWEI and Yandex. She was responsible for Yandex Maps and GEO Services in Turkiye and head all the commercial activities including B2B sales. At Amazon, she was a Category Manager responsible for FMCG products.

A graduate from Boğaziçi University, Şerza Saka has focused on digital since her student years, particularly in customer insights, digital sales, and marketing. By combining her experience at global companies with a customer-centered and empathetic approach, she founded Kalp.