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Ricardo Saltz Gulko

Ricardo Saltz Gulko
Ricardo Saltz Gulko is the founder of Eglobalis and the European Customer Experience Organization. He is a global strategist specializing in B2B enterprises, with a focus on Customer Experience, Professional Services, Design and Innovation, as well as data-driven services. Ricardo empowers major global enterprises to generate new revenue and enhance market competitiveness through the delivery of exceptional global CX, and he employs design to drive adoption and growth. The end results of his work include high growth, increased retention, loyalty, innovation ignition, adoption and growth.

Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not

While I lack a background in psychology or psychiatry studies, having come from an engineering and business graduate school, I find myself reflecting upon...

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

This article was originally posted on https://www.eglobalis.com/evolving-conversational-ai-for-enhanced-customer-experiences-navigating-ethics-privacy-metrics-and-trust/ In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our...

The Best Customer Experience Books of 2023: Exploring Digital, Data, Design, and Centricity – The Power of the 3...

Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: The article was originally posted on Eglobalis by...

True Personalisation is Unworkable for Customer Experience

Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers...

Why NPS doesn’t work any more, and what’s the alternative?

“How likely are you to recommend our product and services to a friend or colleague”? There are few questions in customer experience where...

How to create better business outcomes through CX design

Article source: https://www.eglobalis.com/how-to-create-better-business-outcomes-through-cx-design/ Design everything from the customer back or customers won't come back for anything Get your CX design right and the link with…

How to boost customer loyalty in a tough economy

Republished by author from: https://www.eglobalis.com/how-to-boost-customer-loyalty-in-a-tough-economy/. Economic forecasts are subdued for 2024. There are some shards of light. But, uncertainty remains high in Americas, Europe, the...

How complexities prevent and improve employee and customer experience

Posted originally at https://www.eglobalis.com/how-complexities-prevent-and-improve-employee-and-customer-experience-2/ How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article…

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments

Article source: https://www.eglobalis.com/transforming-call-center-experiences-how-ai-powered-solutions-can-reclaim-250-billion-in-wasted-investments/ “AI is selling like hotcakes” – Rowan Trollope Enterprise subscriptions are the most important quarterly performance metric for cloud contact centre...

How to use emotional design in CX to escape the B2B commodity trap

Our focus in B2B is on how we design experiences that plug into positive emotions to build credibility, trust, loyalty and high lifetime value....

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design

Original article: https://www.eglobalis.com/anywhere-everywhere-all-at-once-integrating-technology-in-b2b-omnichannel-design/ Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design Integrating touchpoint technologies is a strategic imperative as we all…

From here to affinity – how to build client centricity in professional services

Article source: https://www.eglobalis.com/from-here-to-affinity-how-to-build-client-centricity-in-professional-services/ Professional services (PS) and consulting is critical to client experience. But, here's the question: if your competitors could do the same...

Navigating the Wave: The Surging Influence of Brand Purpose in B2B

There's an old adage in customer experience. Where B2C goes, B2B follows. But, the distinction between the two is fading. CX is everywhere. Expectations...

Harnessing Real-Time Data for Improved Customer Experience Understanding

Image source: ECXO.org In a recent article we talked about the widening gap in Europe in customer experience maturity. We thought it would be helpful...

Why employee experience is the missing link in Europe’s CX plans

U$ 402bn is on the table for brands that simplify their CX and EX – here’s why Think about it for a moment. Brands that...

The European Cultural Differences in Customer Experience

CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others...

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX

Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have...

Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.

Image source: https://ecxo.org/the-challenge-of-the-b2b-customer-experience-maturity-model-the-cx-major-pillars-for-your-organization-growth/ Customer experience culture is a set of values, beliefs, and behaviours that a company adopts in order to create a customer-centric culture....

In the Digital and Experience World, there are two lives: Before and After COVID-19. Is your company ready?

Article source at Eglobalis. Is your company customer- and employee-centered, or is this simply a buzzword used by your leadership? If the latter is the...

A Conversation with Tabitha Dunn, the CCO on Ericsson – Using a HumanCentred Approach to Transforming Customer Experience with...

This vlogcast was originaly posted at Eglobalis. Using a HumanCentred Approach to Transforming Customer Experience Tabitha: You have all of this responsibility and accountability to…

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