Ricardo Saltz Gulko
Ricardo Saltz Gulko
Ricardo Saltz Gulko is the founder of Eglobalis and the European Customer Experience Organization (ECXO). He is a global B2B strategist working with large enterprises on Customer Experience, Professional Services, design-led innovation, and data-driven service models. His work turns customer signals into measurable business outcomes, helping organizations unlock new revenue, strengthen competitiveness, and scale adoption. Eglobalis serves Fortune 100 companies including Samsung, Oracle, SAP, and HP.
Machine Customers: The Structural Break in Customer Experience
This isn’t another digital channel. It’s a shift in who — or what — makes the buying decision. The Gist The customer is no longer…
4 B2B Customer Experience Models Built for Revenue and Retention
To move from CX Theatre to a high-performance operating model, organizations must stop measuring what happened and start engineering what happens next.
The Five Pillars of Successful AI and Customer Experience Transformation
AI adoption is rising fast, but scaled business impact is still rare.
The Economics of Trust in AI‑Driven CX
Introduction Enterprise customer experience has moved into a “hard work” phase where boards demand measurable ROI, not AI novelty. In that reality, trust is no...
What Great Customer Experience Means in the AI Era
In the AI era, “great CX” is not the bot. It is the system: low effort, fast competence, safe escalation, trustworthy data use, and inclusive…
Architecting B2B Experiences for the $15 Trillion Machine Customer Economy: The Trust Paradox
By 2028, 90% of B2B buying will be AI agent intermediated, pushing over $15 trillion of B2B spend through AI agent exchanges.
Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B
A leadership inflection point from copilots to autonomous work Enterprise AI has entered its “everywhere, but uneven” phase. In McKinsey & Company’s 2025 global...
Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator
Introduction Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental. It is becoming the execution layer of customer experience. Enterprises are...
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users
Customer Experience (CX) has historically been designed for humans -- people who read, feel, hesitate, compare, and decide emotionally as much as rationally. That assumption…
AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap
AI will continue to evolve. But one principle will remain unchanged: customers trust companies that show up when it matters.
Customer Journey Management Architecture: When Companies Win Without It
Not all B2B companies require a formal CJM architecture to win. Some outperform without it because their value delivery model is inherently simple, self-guided, or…
Brand Experience in December: How Seasonal Messages Shape Customer Perception and Trust
The original article was first published at: https://www.eglobalis.com/brand-experience-in-december-how-seasonal-messages-shape-customer-perception-and-trust/ The GIST December and early January are not neutral moments for brands. As Hanukkah, Christmas, and the…
From Systems to Signals: How Real-Time Data Are Rewriting B2B CX
B2B companies have long relied on static systems of record to manage customer information. But in an age where clients expect instant answers and proactive…
AI Transformation 2026: 26 Predictions Redefining CX, EX, Design, and Product Innovation
From customer-facing chatbots to AI-assisted design tools, organizations are weaving AI into their core strategies to deliver richer experiences and faster innovation cycles.
The Best Alternatives to NPS — And Why It’s Time to Ditch the Outdated Metric
No single metric can tell the full story anymore. Real understanding now comes from integrating multiple signals — quantitative data, customer feedback, Voice of Customer…
Asia’s B2B CX Benchmark Report: 12 Major Economies Compared
In Asia’s dynamic B2B landscape, customer experience (CX) has become a strategic priority. China’s rapid rise is especially noteworthy.
Top 10 AI Mistakes Undermining CX Delivery and Your Growth
Poor design and execution of AI lead to customer stress, inefficiency, and loss of trust. Automation gone wrong can frustrate users, siloed implementations create inconsistency,…
CX in the AI Era: Leveraging Data to Fuel Loyalty
In B2B markets, losing a customer can mean losing years of revenue and partnership. Studies show it can cost 5-25 times more to win a…
AI-Powered Cybersecurity: Protecting Customer Experience in B2B
In today’s B2B landscape, customer experience (CX) isn’t just about product quality or service delivery – it’s inseparable from trust and security. With cyberattacks growing…
AI in Global Logistics: Enhancing Customer Experience Through Intelligent Operations
Artificial Intelligence (AI) is no longer a futuristic concept in logistics — it is the foundation of how global trade now functions.