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

You Already Pay for Customer AI in Your CCaaS Platform. Is It Switched On?
You Already Pay for Customer AI in Your CCaaS Platform. Is It Switched On?

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 — [...]

By Ricardo Saltz Gulko|2026-05-10T18:51:04+01:00May 12th, 2026|#Metrics, AgenticAI, AI, AX|Comments Off

The New Editorial Risk: Confusing AI Assistance with AI Authorship
The New Editorial Risk: Confusing AI Assistance with AI Authorship

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 [...]

By Ricardo Saltz Gulko|2026-04-20T15:45:36+01:00April 20th, 2026|AI, AI writing, artificial intelligence, Authorship|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 [...]

By Ricardo Saltz Gulko|2026-04-07T11:18:50+01:00April 7th, 2026|#loyalty, #Metrics, #Valuecreation, agent to machine, Agentic AI Governance, AI, AX, Culture Transformations, customer centricity, Customer Driven, Customer Experience, Customer Loyalty, Kundenerfahrung|Comments Off

The Economics of Trust in AI‑Driven CX
The Economics of Trust in AI‑Driven CX

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 [...]

By Ricardo Saltz Gulko|2026-03-17T14:50:13+01:00March 17th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, Business Transformation CX, Culture Transformations, customer centricity, Customer Driven, Customer Sentiment, Uncategorized|Comments Off

The Five Pillars of Successful AI and Customer Experience Transformation
The Five Pillars of Successful AI and Customer Experience Transformation

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 [...]

By Ricardo Saltz Gulko|2026-03-09T07:32:33+01:00March 9th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, customer centricity, Customer Driven, Customer Experience, Customer Loyalty, Customer Sentiment|Comments Off

What Great Customer Experience Means in the AI Era
What Great Customer Experience Means in the AI Era

What Great Customer Experience Means in the AI Era

Introduction Great customer experience in 2026 is much less about “wow” and more about certainty: customers achieve the outcome they came for, quickly and correctly, with minimal effort and without sacrificing trust. An old Research in Harvard Business Review argues that “delight” [...]

By Ricardo Saltz Gulko|2026-03-03T10:29:33+01:00March 3rd, 2026|#Valuecreation, Agentic AI Governance, AgenticAI, AI, artificial intelligence|Comments Off

Architecting B2B Experiences for the $15 Trillion Machine Customer Economy: The Trust Paradox
Architecting B2B Experiences for the $15 Trillion Machine Customer Economy: The Trust Paradox

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. We’ve built entire Go-to-Market (GTM) strategies around winning human stakeholders through rapport, heritage, and what I call "brand poetry." [...]

By Ricardo Saltz Gulko|2026-02-16T11:35:23+01:00February 16th, 2026|Agentic AI Governance, AgenticAI, AI, artificial intelligence, Customer Experience, Customer Machine, Customer Strategies, CX|Comments Off

Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator
Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator

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 deploying AI assistants and orchestration engines that can resolve customer requests, personalize interactions, and trigger workflows in [...]