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.
Top 10 Things B2B Customers Want from Tech & Telecom Providers in 2025/6
In today’s B2B landscape, customers’ expectations of technology and telecommunications providers are higher and broader than ever. Buyers aren’t just looking for basic connectivity or…
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution
The concept of personalization in marketing took shape in the early 1990s as businesses began shifting from mass communication models toward individual, data-driven engagement....
CX and AI: From Early Steps to a Decade of Limitless Horizons
Artificial intelligence (AI) is fundamentally reshaping customer experience (CX), and although we are only witnessing the initial stages, its rapid evolution already signals revolutionary changes…
Built to Serve, Designed to Last: Medtronic’s CX-Driven Culture Over 76 Years
For 76 years, Medtronic has continuously transformed the global health landscape by building a culture that puts purpose, precision, and patients at the core.
Experience Under Fire: How Conflict Impacts CX, EX, Innovation, and the Future of Technology
You can find the original article here: https://www.eglobalis.com/experience-under-fire-how-conflict-impacts-cx-ex-innovation-and-the-future-of-technology/ Introduction: When History Meets Disruption In moments of global crisis, the focus often narrows to strategy, survival,...
Agentic AI and Behavioural Journey Mapping: Designing for Customer Intent, Not Just Actions
Over the past decade, customer experience (CX) strategy has largely revolved around mapping observable behaviours. Journey mapping platforms track page clicks, chat interactions, product views—but…
Beyond UX: How AI is Redefining Experience Design for Enterprise Innovation and Outcomes
In the rapidly evolving landscape of enterprise technology, Experience Design (XD) is no longer just about aesthetics or usability—it’s about strategic differentiation and tangible business…
The CX and AI Umbrella: How Experience, Service, and Customer Success Align Every Customer-Facing Function
Customer Experience (CX) today is not a department or a single function—it is a company-wide philosophy and a strategic framework. It represents the sum of…
Agentic AI: How to Evaluate if Your Business and Customers Need It (Strategic Framework)
In today’s rapidly evolving digital landscape, the decision to adopt Agentic Artificial Intelligence (AI)—systems capable of autonomous decision-making, adaptive learning, and complex task execution—requires careful…
Designing Intelligent CX: A Practical Roadmap for Agentic AI Deployment
Agentic AI has emerged as a next-frontier concept in artificial intelligence, promising a paradigm shift in how businesses engage with customers.
How Leading Firms Implement CX Metrics to Reduce Churn, Drive Value, and Scale Growth
Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But…
From Asking to Knowing: How AI Is Replacing B2B Customer Surveys—Not If, but When
Traditional B2B customer surveys are rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less…
Delivering Value in B2B: Personalized, Scalable, and Measurable CX Across the Customer Journey – Part 3 of 3
In this final instalment, we address the real-world execution of value creation. Because even the most compelling strategy or offering will fall flat if not…
AI’s Symbiotic Impact on Drug Development and Patient Experience in Global Pharma and Biotech
Artificial intelligence (AI) is driving transformative changes in the pharmaceutical and biotechnology industries, simultaneously accelerating drug development and enhancing the patient experience.
Strategic Value Creation in B2B: Building Long-Term Partnerships, Trust, and Innovation in Tech, Telecom, Contact Centers, and Manufacturing –...
Today’s clients are more sophisticated, digitally enabled, and outcome-driven. They expect more than baseline performance—they seek suppliers who understand their unique context, adapt as they…
Value Creation for B2B Customers in Tech, Telecom, Contact Centers, and Manufacturing – Part I of 3
In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical concept—it’s the competitive foundation on which industry leaders operate. Yet despite…
AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?
Today's businesses face a pivotal question: Can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys…
Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable
AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. However, despite notable advancements, AI remains significantly constrained by several…
Orchestrating the Switch from AI Agents to Human Interaction – When and Why It Matters in CX
In today's rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. Determining the…
Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In
This article was originally published in part at https://www.eglobalis.com/winning-leadership-support-for-your-cx-program-how-to-align-and-drive-buy-in/ How to Win Leadership Commitment Introduction Customer Experience (CX) transformation has become a strategic priority for...