Customer Experience, AI Transformation & Strategic Innovation Consulting

𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire
𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire

𝗔n AI 𝗿𝗼𝗯𝗼𝘁 𝗽𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗮 𝗿𝗲𝗳𝘂𝗻𝗱 𝘁𝗵𝗮𝘁 𝗱𝗶𝗱𝗻’𝘁 𝗲𝘅𝗶𝘀𝘁. 𝗔 𝗰𝗼𝘂𝗿𝘁 𝗺𝗮𝗱𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗽𝗮𝘆 𝗮𝗻𝘆𝘄𝗮𝘆 feature in CMSwire

✈️ Air Canada's chatbot invented a bereavement fare policy — and the tribunal ruled the airline fully liable. 🏛️ It wasn't a tech failure. What failed was everything 𝗮𝗿𝗼𝘂𝗻𝗱 it: governance, guardrails, ownership. 🧑‍💼 💸 Klarna 🇸🇪 projected $40M in AI savings [...]

By Ricardo Saltz Gulko|2026-06-08T20:08:05+01:00June 8th, 2026|#cx, #loyalty, agent to machine, Agentic AI Governance, AgenticAI, AI|Comments Off

CX Gap Discovery: When AI Is Necessary—and When It Isn’t
CX Gap Discovery: When AI Is Necessary—and When It Isn’t

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 [...]

By Ricardo Saltz Gulko|2026-04-14T10:20:45+01:00April 14th, 2026|#loyalty, agent to machine, Agentic AI Governance, AgenticAI, AI, AX, CJM, customer centricity, Customer Driven, Customer Experience, Customer Relationship, Customer Success|Comments Off

Agentic Customers Don’t Care About Your Experience — Only Your Execution
Agentic Customers Don’t Care About Your Experience — Only Your Execution

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 [...]