Customer Experience, AI Transformation & Strategic Innovation Consulting

Services-as-Software: What Happens to Your Vendor When AI Eats the Billable Hour
Services-as-Software: What Happens to Your Vendor When AI Eats the Billable Hour

Services-as-Software: What Happens to Your Vendor When AI Eats the Billable Hour

Your systems integrator's business model is being repriced in public, quarter by quarter — and that repricing reaches your contract long before it reaches their marketing deck. Accenture's bookings are down while revenue is up. Cognizant signs 45% of BPO on outcome models. Coforge is above 80% on new wins. Clients now reopen contracts within 24 months. Here is what the 2026 filings say, and ten moves for your next negotiation.

By Ricardo Saltz Gulko|2026-09-29T13:00:24+01:00September 27th, 2026|#cx, AI, artificial inteligence, Business Transformation CX, Complex vs Simple, Culture Transformations, customer centricity, Service as software, Uncategorized|Comments Off

Before AI Agents Rewrite Your Business: 15 Must-Read Books for CX, AI and Innovation Leaders in 2026
Before AI Agents Rewrite Your Business: 15 Must-Read Books for CX, AI and Innovation Leaders in 2026

Before AI Agents Rewrite Your Business: 15 Must-Read Books for CX, AI and Innovation Leaders in 2026

AI agents are changing how customers search, buy and negotiate. These 14 books will help CX, AI and innovation leaders prepare for machine customers, agent-to-agent commerce and the next generation of customer experience.

By Ricardo Saltz Gulko|2026-09-29T13:02:21+01:00September 21st, 2026|#customer experiecen books, #cx, Agent as a customer, agent to machine, agentAI, Agentic AI Governance, Agentic Customer, AgenticAI, AI, AI writing, artificial inteligence, customer centricity, Customer Driven, Customer Experience, Customer Machine, Customer Relationship, Customer Strategies, CX, Kundenerfahrung|Comments Off

Ten Recent Articles -What I’ve Been Writing at CMSWire This Year
Ten Recent Articles -What I’ve Been Writing at CMSWire This Year

Ten Recent Articles -What I’ve Been Writing at CMSWire This Year

Ten CMSWire articles. One recurring problem: companies are moving quickly with AI, but customer outcomes, ownership and measurement are struggling to keep up. Here are the CX and AI issues I’ve been examining through real B2B work.

By Ricardo Saltz Gulko|2026-09-29T13:11:00+01:00September 20th, 2026|#cx, #loyalty, CSMwire Articles, Customer Machine, Customer Relationship, Customer Strategies, Customer Success, CX Research, CX strategy, CXO, Data analytics, expérience client, Experience Design, Expériences client|Comments Off

From Machine Sales to Guaranteed Output: Service Portfolio Design as the Next CX Transformation
From Machine Sales to Guaranteed Output: Service Portfolio Design as the Next CX Transformation

From Machine Sales to Guaranteed Output: Service Portfolio Design as the Next CX Transformation

he connectivity problem in packaging machinery is solved. The portfolio problem is not. A four-tier model, twelve extensions that need no new technology, and the contract conditions that make a guaranteed outcome survivable.

By Ricardo Saltz Gulko|2026-09-29T13:12:08+01:00September 20th, 2026|#cx, #loyalty, #Valuecreation, AgenticAI, AI, artifi, AX, Business Transformation CX, Culture Transformations, Esperienze dei clienti, Machine Sales|Comments Off

CX and AI ROI: Why CEOs Quantify Everything Except the Customer
CX and AI ROI: Why CEOs Quantify Everything Except the Customer

CX and AI ROI: Why CEOs Quantify Everything Except the Customer

Two-thirds of S&P 500 management teams discussed AI on their last earnings calls. Very few could attach a number to what it did for customers. This is not an investor-relations oversight — it is a measurement failure inside customer experience, and it is quietly deciding what gets funded for the next three years.

By Ricardo Saltz Gulko|2026-09-29T13:15:17+01:00September 14th, 2026|#cx, #loyalty, #Metrics, #Valuecreation, AgenticAI, AI, artificial intelligence, AX, CX leadership, CX strategy|Comments Off

Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It
Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It

Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It

Every service organisation has two or three engineers who diagnose by ear. They are also closest to retirement. AI matches them at detecting deviation — and nowhere near the judgement your renewal rests on.

By Ricardo Saltz Gulko|2026-09-29T13:16:28+01:00September 8th, 2026|#cx, Agentic Customer, AgenticAI, artificial intelligence, AX, Culture Transformations, customer centricity, Customer Driven, Customer Experience, CX engineering|Comments Off

The Service Offers Liquid Filling Is Building — and the One Number That Matters
The Service Offers Liquid Filling Is Building — and the One Number That Matters

The Service Offers Liquid Filling Is Building — and the One Number That Matters

For fifty years the machine builders made money when things went wrong. A handful of them inverted that — and the proof isn't in a satisfaction score. It's in a 94% renewal rate.

By Ricardo Saltz Gulko|2026-09-29T13:20:10+01:00August 30th, 2026|#cx, #Metrics, Agentic Customer, AgenticAI, AI, artificial intelligence, Brand Experience, Business Transformation CX, Culture Transformations, customer centricity, customer feedback, customer inteligence, Customer Success, CX Governance, CX Process, Expériences client, experiencia del cliente, Machine Customer|Comments Off

$7.4 Million in Six Months: How Heavy Industry Got AI Customer Experience Right
$7.4 Million in Six Months: How Heavy Industry Got AI Customer Experience Right

$7.4 Million in Six Months: How Heavy Industry Got AI Customer Experience Right

Trains, crushers and ship engines rarely appear at CX conferences. Yet over three years these companies put AI closer to their customers than most of the software industry managed. What Metso, Alstom, Wärtsilä and TRUMPF actually did, and the eight things that travel to any company.

By Ricardo Saltz Gulko|2026-09-29T13:38:41+01:00August 24th, 2026|#cx, #Metrics, #Valuecreation, AgenticAI, AI, Authorship, AX, brand purpose, customer centricity, Customer Driven, Customer Experience, Customer Machine|Comments Off

65% of Sales, 91% of Profit: How to Design a Service Portfolio Customers Actually Buy
65% of Sales, 91% of Profit: How to Design a Service Portfolio Customers Actually Buy

65% of Sales, 91% of Profit: How to Design a Service Portfolio Customers Actually Buy

You were paid once, on the day the machine shipped. Somebody is being paid every month to keep it running. Seven places to find the services worth building, five tests before anything reaches a price list, and the compensation decision that stops most companies before they start.

By Ricardo Saltz Gulko|2026-09-29T13:41:37+01:00August 16th, 2026|#cx, AgenticAI, AI, artificial intelligence, AX, Culture Transformations, Customer Driven, Customer Experience, Customer Experience Systems, CX and Professional Services, CX heavy industry|Comments Off

Agentic Commerce: The Customer Journey with No Customer in It
Agentic Commerce: The Customer Journey with No Customer in It

Agentic Commerce: The Customer Journey with No Customer in It

Agentic Commerce is redefining B2B buying by allowing AI agents to discover, evaluate, negotiate, purchase, and onboard without human intervention. The customer journey doesn't disappear—it becomes autonomous. Learn why this shift will fundamentally reshape customer experience, digital commerce, and competitive advantage.