Turning Feedback into a Superpower: How Pisano Is Redefining Experience Management
October 31, 2025
PISANO — Experience management platform enabling enterprises to leverage omnichannel, real-time feedback • pisano.com
Insights shared by Ozkan Demir, Co-Founder & CEO, Pisano
As organizations worldwide struggle to keep pace with customer expectations, Pisano is charting a different path. CEO Ozkan Demir believes the key to lasting success lies in feedback-driven operations — supported by agility, data, and deep integration. With its AI assistant Leo and a unified experience management (XM) platform, Pisano aims to empower companies to move from reactive surveys to proactive strategy, defining the next generation of experience management.
We sat down with Ozkan, who shared insights into the company’s journey, philosophy, and the future of experience management.
Ozkan, to start, please tell us about Pisano, the company’s origin and your solutions.
Thank you for having me. We founded Pisano in 2015 with a clear and singular purpose: to help spread a feedback-centric business culture around the world.
We believe the greatest advantage any company can have is the ability to truly listen and understand its customers and employees. This is the superpower we help them gain.
Our platform is a complete, all-in-one experience management solution. It gives companies the ability to collect, analyze, and act on feedback from every touchpoint. The goal is to equip them with data driven insights for every decision, which ultimately improves satisfaction and loyalty across their entire organization.
Why is operational excellence at the core of Pisano’s approach?
Operational excellence is at the heart of how Pisano works. Our industry has been ruled by the same few vendors for more than twenty years, which led to slow innovation and disappointing customer service. Pisano was created to bring a new rhythm and fresh standards to this space.
That focus shaped the way we grow. Instead of chasing size or scale for its own sake, we learned that real efficiency comes from smaller, committed teams who know their work inside out. When people care about every detail, they move faster and deliver better results, and that consistency feeds directly into operational excellence.
This approach becomes even more important when we look at our customers. They are large enterprises where constant movement and uncertainty are part of everyday life. What we bring to that environment is a sense of balance and reliability, helping them keep their projects on track and their goals clear. Operational excellence is what allows us to do that with confidence, again and again.
How do you help companies turn feedback into action, not just data?
Experience management becomes meaningful only when insights turn into consistent action. Many firms are proficient at collecting feedback. Far fewer can embed it into their daily operations in a way that scales effectively. We saw this as the main challenge to solve. For us, operational excellence is the mechanism that transforms customer voices from data into reliable, sustained improvements. It is about creating processes so dependable that no feedback ever gets lost.
We make closing the loop a standard part of the operation. It starts with collecting omnichannel feedback by engaging customers in real time, at every step of their interaction. The platform uses advanced analytics and AI to help companies gain a true understanding of their customers while tracking key metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
From there, our automation engine handles escalations, ensuring critical issues are prioritized and sent to managers for immediate impact. The process concludes when automated workflows trigger personalized follow up messages once a task is marked resolved. This guarantees every customer receives a timely response, confirming that their voice led to a concrete outcome.
How do Pisano’s tools work together as one system?
Their integration is fundamental to our entire philosophy. Our products were never meant to exist in isolation. They are intentionally interconnected to form a larger framework where customer feedback is processed, assigned, analyzed, and resolved within a single, continuous flow. This is what truly sets our approach apart. Our operational philosophy is visible not just in what each product does, but in how all of them connect to one another to form a cohesive whole that prevents fragmentation.
How does Leo help XM teams work smarter and focus on strategy?
We view Leo, our AI-powered XM Assistant, as a core for operational efficiency. The idea is to clear away the repetitive, time-consuming tasks that bog down experience management teams. By accelerating analysis and suggesting next actions, Leo handles the mechanical work.
This frees up the human experts to concentrate on what they do best: interpreting complex signals and shaping business strategy.
How do you make sure Leo’s insights are reliable and useful?
Reliability comes from specificity. We train our different models for different needs, using our industry expertise, high quality data, and advanced prompt engineering methodologies. This allows Leo to adapt itself according to the industry, the business model, the audience, and many other details. The result is that Leo generates pinpoint outputs that are directly relevant to the user’s context, instead of the generic responses you might see elsewhere.
Why is now the right time for Pisano’s approach to stand out globally?
For years, the challenge was collecting feedback. Now, it’s about acting on it at scale, and global organizations are finding that legacy platforms are holding them back. Many are trapped by restrictive models that charge per user or per survey, forcing them to ration who can listen and act. This is a major barrier to creating a truly customer-centric culture.
Our approach is built for this new era. We offer a holistic platform without those artificial limits. Beyond that, our implementation is significantly faster than the industry standard, our rapid innovation cycle ensures the platform stays current, and our dedicated support guarantees clients get answers when they need them.
In short, the world now demands a level of agility and scalability that older models simply cannot provide. Our platform was built on these very principles, and that is why our time is now.
Why should organizations choose Pisano’s all-in-one model over point solutions?
Point solutions, by their nature, create fragmentation. Information gets trapped in different systems, which is precisely how customer feedback gets overlooked. An all-in-one model prevents this. It provides a single, cohesive environment where information flows freely from one stage to the next. This creates an operational rhythm that ensures consistency and follow through, which is the foundation of excellent experience management.
Where do you see Pisano and XM heading in the next few years?
The era of reactive XM, analyzing what went wrong yesterday, is ending. The future of this field, and the one Pisano is actively building, is predictive and deeply operational.
First, the shift from reactive to predictive will become the standard. Instead of just collecting feedback on past events, the goal will be to use a variety of data signals to anticipate customer needs and prevent problems before they happen. This means moving beyond simple surveys to a more sophisticated analysis of behavior and operational data.
XM will cease to be a reporting function and will become a core operational engine. We see a future where embedded intelligence, like our AI assistant Leo, doesn’t just provide a dashboard but actively participates in the workflow. Feedback will become a direct input for day-to-day business decisions, not just a dataset for quarterly reviews. Pisano is architected to be the platform that facilitates this transition from insight to immediate action.
What’s next for Pisano that excites you most?
The deeper integration of Leo into the very fabric of our platform. We did not create Leo to follow a trend; it was built with a much more foundational mindset. My excitement comes from our vision for Leo to infuse itself into the veins of our platform, to fuel every component and make the entire process of managing experiences simpler and more effective. Our vision is for Pisano, powered by Leo, to become the definitive, essential tool for every XM professional.
Thank you, Ozkan. Do you have anything else to add before we wrap up?
As I look ahead, I feel immense satisfaction for what we have accomplished, but that feeling is quickly followed by a strong desire to push even further. We are obsessed with raising the bar for our entire industry. My deepest gratitude goes to our customers and partners; your trust fuels our innovation. Let’s continue to grow and create experiences that leave a lasting mark together.
To learn more about Pisano, visit pisano.com.