Dilanur Cetinalp is a customer experience and digital transformation professional with a strong background in aviation, AI-powered customer service and omnichannel experience management. She currently serves as the digital transformation and channel management senior specialist at iGA Istanbul Airport, where she leads strategic initiatives that enhance the passenger experience through digital innovation and customer-centric service design. Her expertise spans AI-powered virtual assistants, customer journey design, service channel transformation, hyper-personalization and experience strategy. Cetinalp has played a key role in the digital transformation of 19 customer service channels, including WhatsApp, mobile applications, websites, IVR and social media, delivering seamless and personalized experiences throughout the passenger journey. She has also contributed to iGA Istanbul Airport's Airport Customer Experience Accreditation by ACI World and supported internationally recognized, award-winning customer experience and digital innovation projects. Prior to joining iGA, Cetinalp developed extensive expertise in customer operations, leadership, process improvement, coaching and service excellence. She holds an MA in sustainable growth and quality management from Marmara University and a BA in economics and finance from Piri Reis University. She graduated as the second-highest-ranked student in the department of economics and finance and was awarded an honors certificate for her academic achievement.