Enhancing Tech Adoption through Exceptional Design
Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko
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Customer Experience and Adoption: The Impact of Technology Change Requests
Customer Experience and Adoption The Impact of Technology Change Requests
6 Ways to Boost Customer Experience Design Adoption & Growth
Customer Experience increase Adoption and Revenue and listen to customers
Why AI Doesn’t Reduce the Need for CX Research — It Raises the Bar
What the Next Era of Customer Intelligence Actually Demands The question circulating in boardrooms, analyst briefings, and industry dossiers is: How much research will CX still need in the future? It is the wrong question. The right one is: What kind [...]
You Already Pay for Customer AI in Your CCaaS Platform. Is It Switched On?
Note: When I started and finished writing this article, I realized how absurd the situation sounds — yet the facts prove it is true. Every major cloud contact-centre platform — Genesys, NICE, Cisco, Avaya, Amazon Connect, Five9 and Talkdesk — [...]
The New Editorial Risk: Confusing AI Assistance with AI Authorship
Introduction: AI as Voice Multiplier, not a Shortcut We are living in an unusually important moment for human expression. Artificial intelligence is no longer just a productivity tool; it has become a mechanism that allows people to participate in professional discourse [...]
CX Gap Discovery: When AI Is Necessary—and When It Isn’t
AI or Not—That Is the Question for Your Company. Executive summary Most B2B organisations do not have an “AI gap” in customer experience (CX). They have a CX governance or design gap, and AI is only one possible lever. Your job as [...]
Agentic Customers Don’t Care About Your Experience — Only Your Execution
The next “customer” many companies will face is not a person clicking through your journey. It’s an AI agent acting on that person’s behalf — or a procurement bot acting for a business — with permission to search, compare, negotiate, purchase, and [...]
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 longer a brand abstraction; it is an operational variable that drives churn, Customer Lifetime Value (CLV), and [...]
The Five Pillars of Successful AI and Customer Experience Transformation
Introduction AI adoption is rising fast, but scaled business impact is still rare. In McKinsey, latest global survey, 78% of respondents say their organizations use AI in at least one business function, and 71% report regular use of generative AI in at [...]