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Ricardo Saltz Gulko
Managing Director at Eglobalis - Information - Insight - Innovation - Human Experience Boutique Agency
Munich, Germany
Ricardo Saltz Gulko is the Eglobalis - Information - Inisghts - Innovation experience agency managing director, a global strategist, thought leader, experiences creative practitioner, and keynote speaker in the areas of simplification, change, human adaptability, customer experience, experience design, real innovation and professional services. Ricardo has worked at numerous global technology companies, such as Oracle, Ericsson, Amdocs, Redknee, Inttra, Samsung among others as a global executive, focusing on enterprise technologies and served several of top fortune 500 list. He currently works with tech global companies aiming to transform themselves around simplification models, culture and digital transformation, customer and employee experience as services. He holds an MBA at J.L. Kellogg Graduate School of Management, Evanston, IL USA, and undergraduate studies in Information Systems and Industrial Engineering. Ricardo is also a global citizen fluent in English, Portuguese, Spanish, Hebrew, and German. He is the co-founder of the European Customer Experience Organization and currently resides in Munich, Germany with his family.
A diabetic who wants to wipe diabetes from the Earth for all of us, the proceeds from his forthcoming book will be going to the Faustman Lab. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School. You can also support and donate to The Lab. It would mean a lot to me, and millions of others struggling with diabetes.
Available For: Authoring, Consulting, Influencing, Speaking Travels From: Munich, Germany Speaking Topics: Human Experience, Digital Experience, Experience Design, Simplification, Employee Led Experience, Change, Adaptability, Innovation Reignition ..
How to create better business outcomes through CX design
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November 08, 2023
How to create better business outcomes through CX design , customer experience design
The post How to create better business outcomes through CX design appeared first on Eglobalis.
Tags: Customer Experience, Design Thinking, Digital Transformation
How to boost customer loyalty in a tough economy
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November 01, 2023
How to boost customer loyalty in a tough economy - Customer Experience
The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.
Tags: Customer Experience, Design Thinking, Digital Transformation
How complexities prevent and improve employee and customer experience
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October 04, 2023
How complexities prevent and improve employee and customer experience
The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
Tags: Customer Experience, Design Thinking, Digital Transformation
Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments
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September 19, 2023
Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments
The post Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments appeared first on Eglobalis.
What’s next in VoC as traditional customer surveys fade from our memories?
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September 13, 2023
What's next in VoC as traditional customer surveys fade from our memories? The end of surveys!
The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.
Experience management – why your EX is the stress test for your CX
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August 17, 2023
Experience management – why your EX is the stress test for your CX
The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.
How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) – For Your Eyes Only
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August 09, 2023
How AI and GenAI is shaking the status quo in CX for your eyes only
The post How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) – For Your Eyes Only appeared first on Eglobalis.
Navigating the Wave: The Surging Influence of Brand Purpose in B2B
Customer Think
August 09, 2023
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 are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Businesses want a seamless CX just as they do in their personal lives. They are also actively seeking out companies that share their sense of purpose and values. Businesses that are doing good for the planet, people and society. They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take.
How to use emotional design in CX to escape the B2B commodity trap
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August 02, 2023
How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience
The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design
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July 26, 2023
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design
The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.
From here to affinity – how to build client centricity in professional services
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July 20, 2023
From here to affinity – how to build customer centricity in professional services
The post From here to affinity – how to build client centricity in professional services appeared first on Eglobalis.
A Personal Bank Story: How to Win, and Lose, a Bank Customer
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July 14, 2023
A Personal Bank Story: How to Win, and Lose, a Bank Customer
The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.
Harnessing Real-Time Data for Improved Customer Experience Understanding
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June 20, 2023
Harnessing Real-Time Data for Improved Customer Experience CX Understanding
The post Harnessing Real-Time Data for Improved Customer Experience Understanding appeared first on Eglobalis.
Why employee experience is the missing link in Europe’s CX plans
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May 31, 2023
Why employee experience is the missing link in Europe's CX plans
The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.
Why you need to be providing a global customer experience
My Costumer
May 24, 2023
As the world becomes more global, so too must your customer experience offerings. Ricardo Saltz Gulko explores the cultural differences of CX from country-to-country, and provides insights on delivering great CX for a global customer base.
Why CCO and CDO collaboration is vital for CX success
My Costumer
May 18, 2023
Ricardo Saltz Gulko of the ECXO discusses the importance of CCO and CDO collaboration – detailing everything from the benefits of the partnership, to best practice examples from some of the biggest companies across the globe.
Designing a differentiated B2B experience – a 22 step challenge
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May 09, 2023
Designing a differentiated B2B experience – a 22 step challenge
The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.
U$ 402bn is on the table for brands that simplify their CX and EX – here’s why
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April 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience
The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
Why Your Customer & Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX
Eglobalis
April 18, 2023
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 one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX. The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints.
Tags: Customer Experience, Digital Transformation, Customer Loyalty
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX
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April 18, 2023
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 one). It also sits with the Chief Design Offi
The beauty (and challenges) of European cultural differences in CX
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April 10, 2023
The beauty (and challenges) of European cultural differences in CX
The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
The Definitive Guide to Generative AI for B2B Sales
Eglobalis
April 10, 2023
CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others are more advanced in adopting, implementing and optimising customer-centric strategies.
Tags: Customer Experience, Digital Transformation, Customer Loyalty
B2B CX Maturity Model? The Key Pillars to Ensure Growth.
ECXO.org V1
March 21, 2023
Customer experience culture is a set of values, beliefs, and behaviours that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Based on the company ‘’mindset’’ and approach. The pillars of a customer experience culture are:
Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.
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March 20, 2023
Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars.
The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.
Why employee experience is the missing link in Europe's CX plans
LinkedIn
May 31, 2023
Culture, employee experience and customer centricity makes or breaks a good customer experience. In this article we look at just how deep the problem runs, and we offer some ideas on where to start to design a change positive EX programme.
Winner of MVP Awards: The 6 CX Fundamentals of Organizational and Human Adaptiveness
https://www.customerexperienceupdate.com/mvp-awards/2020-CEU-MVP/culture?fbclid=IwAR1bJnlZPSM7F83um0Na7DFX_J9nohTrCkASxSYfgkQ1-afvAK6cWVLgSU4
December 04, 2020
We won Customer Experience Update MVP AWARDS 2020
CATEGORY: ORGANIZATIONAL ALIGNMENT AND CULTURE
WINNERS My article
Tags: Culture, Customer Experience, Digital Transformation
1 Book
30 Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend!
Eglobalis
March 26, 2018
List of Customer Experience 30 Top Books I read in 2017 & Expected Books for 2018, which I highly recommend –> Customer Experience, Customer Success & innovation
This article is divided in 5 subjects:
Ricardo Saltz Gulko 2016-2017 Readings:
Customer Experience and Customer Services
Customer Success
Innovation, Design and Sense
Entrepreneurship and Business
2018 The most Expected Customer Experience Books
My 30 2017 top books readings…
Tags: Customer Experience, Digital Transformation, Innovation
2 Founders
Co-Founder, European Customer Experience Organization (ECXO)
European Customer Experience Organization (ECXO)
January 01, 2021
The European Customer Experience Organization is an open-access CX Professional Business Network.
We continuously evolve with CX by empowering leaders, people, and organizations to collaborate, discuss, generate brand awareness, learn, and grow. Become a member: https://ecxo.org
Our mission is to educate European professionals, corporations, executives, practitioners, designers, entrepreneurs and beyond about CX and related topics.
We provide:
- Events
- Training*
- Certifications*
- Discussion forums
- Executive advisory services
- Promoting partners, associated brands, and sponsors
We are open for your ideas to collaborate, research and synchronize with media partners. Please share your thoughts with us: https://ecxo.org/contact/
Let's evolve with CX – Together. Become a member: https://ecxo.org/individuals/
Subscribe to our email list for more news or follow us on LinkedIn.
We look forward to seeing you on board. https://ecxo.org/
*We are preparing the best certificate for your company and professionals
Managing Director and Founder
Eglobalis
April 01, 2013
At Eglobalis, I am responsible for the following activities:
Led the design and execution of a transformative global program, with a strong emphasis on professional services,and customer experience.
• Defining and optimizing customer experiences and professional services while leading global programs, driving change initiatives, and transforming the digital and customer experiences of organizations.
• Advising leaders and assisting in the implementation and execution of customer-centric digital experiences, as well as deploying enterprise technologies such as Fintech and Martech.
• Aligning adoption, marketing storytelling, and CX messaging to break silos and cultivate a unified company view, resulting in increased satisfaction, loyalty, and growth.
• Implementing real-time solutions to revolutionize contact centers, while establishing a talent training center for service excellence and human adaptation. These initiatives were successfully executed across EMEA, NAM, and APAC.
• Effectively implementing and spearheading world-class, scalable professional services and consulting practices, customer-driven technologies for multiple global enterprises. This comprehensive approach encompasses solutions, services, and CX across digital initiatives, services, and operations.
• Notable clients include Samsung Group, Amdocs, SAP, SK, HP, BlackBerry, ARTIK IoT, and Volkswagen Group.
How to Reignite the Human Experience - Through Change, Innovation, Complexity, and Simplicity in Order to Regain Adoption and Growth
CX Summit 2020
October 07, 2020
We live in chaos. Even before the insurgence of COVID-19, personally, and professionally, we all have, and will continue to experience the distinct disruption that chaos brings.
But we can combat professional chaos through adopting simplification, embracing change and adaptability and refocusing our efforts on CX and EX.
By designing new perspectives transforming the experience and simplifying your organizational roles and culture, you can reignite real innovation and increase customer satisfaction while expanding revenue.
Sound too good to be true? It’s not. It’s simple.
Attendees will learn:
-About Complexity as a tool to generate human adaptability, satisfaction and Growth
-How to Design Simplification, Ignite Innovation and employee and customer outcomes
-The fundamentals of Human Simplification: designing customer adoption, retention, and growth
-The Main Pillar of the Human Experience (CX+EX)*Simplification = Real Innovation, Creativity Simplicity & Real Growth
Simplified Customer Experiences - Ricardo Saltz on Engati CX
YouTube
May 18, 2020
Ricardo Saltz, Managing Director and Co-Founder - Eglobalis Information - Insight - Innovation talks about Customized Customer Experiences on Engati CX. He says all customer touchpoints are important and this pandemic can be a good opportunity to step up and cater to your customers
Using a Human Centred Approach To Transforming Customer Experience - A great conversation with the amazing Tabitha Dunn the Chief Customer Officer – Head of Customer Experience at Ericsson
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March 11, 2021
A great conversation with the amazing Tabitha Dunn the Chief Customer Officer – Head of Customer Experience and Global Sales Excellence at Ericsson.
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Send in a voice message: https://podcasters.spotify.com/pod/show/cxhumanlab/message
Want to Become a Customer Experience & Services Leading Global Brand? Talk with Shep!
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March 11, 2021
Our guest today is the amazing Shep Hyken, Chief Amazement Officer at Shepard Presentations. One of the best speakers around the world, his articles have been read in hundreds of publications. He’s a contributor for “Forbes”. He’s the author of “Moments of Magic,” “Th
Employee Led Transformation – With Lior Arussy Part II
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August 09, 2020
More than ever before, through this pandemic, enterprise and human ability to embracing change is crucial. For watching Lior Video blog connect here. Our guest today is Mr. Lior Arussy, the founder and previous president and CEO of Strativity Group, one of the world’s leadi
Employee Led Transformation with Lior Arussy - Part I
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August 04, 2020
On CX Human Lab this week - Employee Led Transformation with Lior Arussy - Part I - To watch our video Part I and upcoming II or listen to our podcast subscribe here https://www.eglobalis.com/podcast/
A great conversation with Lior Arussy. One of the biggest real practical leaders in Customer
CX Human Lab
https://www.eglobalis.com/podcast/
August 03, 2020
CX by Doing - Customer and Employee Experience - Leaders and Leading Organizations that Succeed by delivering great experiences are talking with us. For our video subscribe www.eglobalis.com/podcast/ The companies that succeed the most are the ones that can listen, learn, adapt, simplify, innovate, measure, generate change and as a result generate growth. With great digital or physical transformative human experience. (Customer, Partners, Employee). You can Subscribe. here in our vlog cast
Let’s evolve and learn together by listening to real stories from global leaders.
Transforming the Digital Experience in Procurement with Dr. Marcell Vollmer
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July 15, 2020
A great conversation with Dr. Marcell Vollmer Chief Innovation Officer at Celonis and ex-Chief of Digital Officer at SAP. Where we discussed Procurement experience, SAP employee experience, and several subjects related to customer experience and SAP technologies!
Do you want to become a customer experience and services leading global brand? The CX Human Lab
Eglobalis
February 07, 2021
Ricardo: Our guest today is the amazing Shep Hyken, Chief Amazement Officer at Shepard Presentations. One of the best speakers around the world, his articles have been read in hundreds of publications. He’s a contributor for “Forbes”. He’s the author of “Moments of Magic,” “The Loyal Customer,” ” Wall Street Journal,” and USA Today best-seller, “The Cult of the Customer,” and more recently he published a book that I really love, “Convenience Revolution.” He’s also a creator of the Customer Focus program which helps clients develop a customer service culture and loyalty mindset.
Shep Hyken had been advising for American Airlines, AT&T, AETNA, Abbott Laboratories, American Express, and many others. I must mention that due to Shep Hyken 2005 books, I personally got involved in customer experience and until today he is influencing millions of people. Without further ado, Mr. Shep Hyken is here with us today.
in 2021, digital transformation will be already adopted by millions of organizations of all sizes and sectors. Some will be leveraging on AI, IoT, or both experiences to create easy to embrace experiences. Those lagging will play the game of catching up with a considerable disadvantage. Companies that will thrive during and after pandemic will be those that are simplifying their human experiences and taking the responsibility right now over customers and employees' safety ‘’ digitally and physically speaking’’, as I write. Well-designed products and services, well simplified and thoughtful customer and employee experience will continue to generate adoption, retention, and revenue growth. For those that opt not to simplify will fade behind the curve. Bear in mind that digital experiences are already leading the wave to make our lives easier and simpler. All your organizations run on adoption and great experiences.
in 2021, digital transformation will be already adopted by millions of organizations of all sizes and sectors. Some will be leveraging on AI, IoT, or both experiences to create easy to embrace experiences. Those lagging will play the game of catching up with a considerable disadvantage. Companies that will thrive during and after pandemic will be those that are simplifying their human experiences and taking the responsibility right now over customers and employees' safety ‘’ digitally and physically speaking’’, as I write. Well-designed products and services, well simplified and thoughtful customer and employee experience will continue to generate adoption, retention, and revenue growth. For those that opt not to simplify will fade behind the curve. Bear in mind that digital experiences are already leading the wave to make our lives easier and simpler. All your organizations run on adoption and great experiences.
6 Ways to Boost Customer Experience Design Adoption & Growth
Thinkers360
August 15, 2020
6 Ways to Design Simplify CX, Technology, Boost Adoption, and Generate Growth!
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 your culture and leadership, your ability to change, adapt and evolve — from the largest structural change down to the smallest detail.
But given the massive number of factors here, what is the largest weight on the scale? Personal interactions with your organization. Your value is measured by engagement, the ability to develop meaningful relationships that helps you grow in value for all user groups — from customers and employees to partners and shareholders. If you can do that “small” thing then Annual Recurring Revenue (ARR), growth and new customers will come as a positive reward for a job well done.
It is unfortunately not easy. Products and services are becoming increasingly similar, increasingly difficult to distinguish based on overall value, technology, onboarding programs, trainings. Even innovative design has a shorter shelf-life as more companies gain adaptive capabilities — some with their own business model (personality) but others that are copycats, decidedly turned into followers rather than leaders.
As we move forward into an increasingly competitive technology market, how can we continue to differentiate?
The Big Idea: Remove complexities to develop meaningful relationships with customers
In a recent article, McKinsey wrote about what I have evangelized for many years, simplification and simplicity of customer, employee and partner’s experience as a competitive differentiator. (Read my article on simplification and simplicity here.) Their rightful opinion is based on a very clear trend over the last ten or twenty years, as companies like Amazon, Google, Spotify, Ikea, Microsoft, Aldi and Lidl have outperformed competitors — by an average of 679% across major indexes such as S&P (+207%), Dow
What makes companies and individuals want to acquire and adopt these solutions over competitors’? Simple and simplified experiences! Simplified experiences create engagement while clarifying value. This is true internally as much as externally. Thus:
Continue reading at https://www.eglobalis.com/6-ways-to-boost-cx-customer-experience-adoption-growth/
European Customer Experience Organization - Co Founder and visioner
Location: All Europe, UK, and Middle East Date Available:
February 19th, 2021 Fees: 214 US dollars
Submission Date:
January 31st, 2021 Service Type: Service Offered
ECXO is the European Customer Experience Association focused in Europe corporate and individuals needs. CX and EX are evolving all the time, We will all evolve together.
https://ecxo.org/
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