Ricardo Saltz Gulko

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

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 make the humans’ lives better. Introduction: Ricardo: Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and…

Six Fundamentals to Improve Your Digital Transformation and Supply Chain Experience

Article originally published at Eglobalis Customers of different industries place a different value on the elements that generate their overall experience. A pharmacy customer may prioritize product availability, safety and compliance, whereas high-end retail shoppers prioritize quality and choice. (Data source Gartner) Others may prioritize...

Seven Digital Experimentation Principles that are Impacting Customer Experience & Your Bottom-line

Originally posted at Eglobalis. Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line Customer Experience can be challenging unless you have the right resonation with customers, users, and employees. Experience design and business transformation initiatives can require time, effort, and finances. Those…

Prevent Risks to Your Customer Experience & Brand – by Adopting AI Responsibly

Article source: https://www.eglobalis.com/ai-adoption-responsibly-to-prevent-risks-to-your-brand-and-customer-experience/ Organizations and leaders are currently able to pick and choose from hundreds of Artificial Intelligence (AI) platforms and enterprise solutions on the market, each solving a different gap in customer experience, services, and efficiency. All these solutions have their own approaches, pros...

IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth

The original article was initially posted at Eglobalis. Partly in reaction to this pandemic, global manufacturers and tech developers such as Qualcomm, Samsung, VW, and others are transforming. Whether it relates to their customers or their factories, production lines, logistics, shop floors, or stores, these...

Don’t Talk about Top Customer Experience Culture if You Don’t Know MED

Medtronic, the Human Experience & Innovation Giant Recently, my insulin pump – which injects insulin in 24/7 mode – had a problem, after approximately 10 years of working perfectly. I believe the problem was related to the COVID-19 prevention procedures we adopted in...

Experience Design – The Journey to Resonate with Customer and Employees… or Not

This article was originally posted at Eglobalis Customer journey mapping is one of the tools and ‘’pillars’’ any organization utilizes to truly understand customer and employee journeys. This can and should also be used for designing the target governance and operation model that will...

Customer Transformation: Loyalty and Sentiment Are Your Upcoming Challenge

Reminder: This article was originaly posted at: Eglobalis Blog We all know that consumer and employee sentiment and loyalty vary across multiple cultures and are impacted by personal situations, country situations, experiences (both CX and EX), and other market aspects. Each can be very different,...

Is Your Professional Services in Alignment with Your Experience Management? Part I

Originally posted at Eglobalis Information - Insights - Innovation, experiences. Professional Services (PS), consulting, customer sucess and any ‘’business to business’’ interaction – in the enterprise technology industry and other sectors – should be strictly aligned with your experience management approach as part of your...

Customer and Employee Criticism: Your Leverage Tool for Real Growth

Original article published at Eglobalis Innovation - Insight - Innovation, Experience. Although there is often a negative perception when it comes to receiving criticism, the truth is quite different. It can be a very positive gift to your organization and can serve as a key...

Simplify employee and customer experiences to adapt and grow

Image source: https://www.techtarget.com/case-studies/ Customer experience has gained new significance now. I’m not here to provide any predictions, but rather I want to focus on practical experiences. Simplifying processes is critical because it can save costs and enhance experience outcomes, enabling necessary, practical adaptations. In turn,...

How Complexities Prevent and Improve Employee and Customer Experience

Reminder: Original article posted at Eglobalis website. Is your organization losing value and capacity to complexity? In this article, we provide a short framework for understanding some of the most common sources of complexity in any organization, as well as a brief discussion of how...

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners

This post was originaly posted on Eglobalis website Of all the changes we’ve seen over the last four or five months of this slow-motion nightmare, at least one thing has become clear. We all need security and empathy. The leaders who have shown they can...

The 6 CX Fundamentals of Organizational and Human Adaptiveness

When the pandemic started, many companies struggled, from procurement, retails to high technology among several sectors. Almost overnight their employees and customer interactions were made obsolete, and everyone scrambled to adapt — both tech and non-tech sectors. In the months since then, we have seen...

6 Ways to Enhance Customer Experience Design, Adoption & Growth

This article was originally posted at Eglobalis! Today, customers and employees are searching beyond the buzz word of “Customer Experience”, and “Employee Experience”; they are checking your governance complexities, procurement policies, purpose experience, what your company and you as a leader stand for. They watch...

Retail Digital Experience Can Still Satisfy Europeans during COVID-19

Where are your customers going? They’re online. The why is obvious at least. Of all industries, Consumer-Packaged Goods (CPG) stands at an opportune turning point in mid-2020. Some retailers are hurting; others have never seen anything close to this level of growth. In the following...

Enhance Customer Experience and Culture: 17 Ways to Close the Gap between Company Silos

The complete 30 ways to close the silos gap original article was posted at Eglobalis When, values, people, quality, purpose, direction, empowerment, are missing, in an organization culture, customer will suffer. @RicardoSGulko When an orchestra lacks the right leadership “Conductor ” or have...

Empathy, Your Next CX and Services Weapon! 18 Pieces of Advice that Drastically Improve...

The Original and complete article version was posted here. Here all started The lack of empowerment and trust of Telefonica O2 an of the largest Telecom companies around the globe here in Europe, with their own employees is as frustrating to O2 customers as it...

The Customer Experience, Servitization Business Models and IOT – Part II

The balance act between exponential and linear possibilities will be how to accommodate future IOT, Apps, Cloud and other customer experience enablers. Will hyper-personalized services with #living services based in #data- driven analytics - to the level #IOT provides for us today - be...

The Impact is Now! The CX Touch Point with Servitization, IOT, and Transformation –...

“ This post was originally written for Eglobalis Blog here.” Part I In 1915 Mark Curtis, Fjord’s Chief Client Officer, described his company vision of Living Services, and the impact it will have on our lives with the technology underpinning its rise as a human…

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