What I’ve Been Writing at CMSWire This Year 🔟
I went back through my last ten articles at CMSWire and found the same thread running through almost all of them 🧵 — the gap between what companies say their AI is doing for customers, and what it is actually doing.
📊 Dashboards that are all green while customers are unhappy.
⚙️ Productivity gains that never reach the person on the other side.
🤖 A B2B buying journey being rewired by machines that don’t search, don’t browse, and don’t read your content.
❓ And the question almost nobody answers cleanly: who actually owns the outcome when AI touches a customer?
Most of this is not desk research. It comes out of the real work my team at eGlobalis has been doing this past year with Samsung and SAP Ariba — CX transformation, AI governance division by division, agent-to-agent selling and buying, and service metrics that quietly reward the wrong behaviour. 🌍
So let me ask you 👇
🔹 Is your AI dashboard green because things are working — or because you are measuring the easy things?
🔹 Who in your organisation owns the outcome when an AI system fails a customer?
🔹 Are your customers still searching for you, or are their agents already deciding for them?
All ten articles are here 👉 https://www.cmswire.com/author/ricardo-saltz-gulko/
Here are the ten, most recent first.
1. Seven Questions That Reveal If Your Company Is Ready for AI https://www.cmswire.com/customer-experience/seven-questions-that-reveal-if-your-company-is-ready-for-ai/
2. Your All-Green Customer Experience AI Dashboard Should Worry You https://www.cmswire.com/customer-experience/your-all-green-customer-experience-ai-dashboard-should-worry-you/
3. Inside POSCO, Schaeffler, Panasonic and Lumen’s Path to Smarter CX https://www.cmswire.com/customer-experience/inside-posco-schaeffler-panasonic-and-lumens-path-to-smarter-cx/
4. The Great AI Productivity Boom (Your Customers Will Never Feel) https://www.cmswire.com/customer-experience/the-great-ai-productivity-boom-your-customers-will-never-feel/
5. The AI Doers vs. The AI Theorists in Customer Experience https://www.cmswire.com/customer-experience/the-ai-doers-vs-the-ai-theorists-in-customer-experience/
6. The Chatbot Felt Like AI’s Debut — It Was Actually the Simplest Part https://www.cmswire.com/customer-experience/the-chatbot-felt-like-ais-debut-it-was-actually-the-simplest-part/
7. When AI Calls the Bluff: How Smarter Tools Expose the Ownership Gap in CX https://www.cmswire.com/customer-experience/when-ai-calls-the-bluff-how-smarter-tools-expose-the-ownership-gap-in-cx/
8. Why Your CX Stack Is Failing Despite Record Martech Spend https://www.cmswire.com/customer-experience/why-your-cx-stack-is-failing-despite-record-martech-spend/
9. The Service Metrics Trap: Why Chasing Utilization Is Costing You the Customer https://www.cmswire.com/customer-experience/the-service-metrics-trap-why-chasing-utilization-is-costing-you-the-customer/
10. When Customers Don’t Search: How AI Is Compressing the B2B Buying Journey https://www.cmswire.com/customer-experience/when-customers-dont-search-how-ai-assistants-are-rewiring-cx/
The common lesson across all ten is simple enough to state and hard to execute: AI does not fix a CX problem you haven’t already defined, measured and assigned to someone. Organisations that skip that step get faster versions of what was already broken.
Full archive: https://www.cmswire.com/author/ricardo-saltz-gulko/
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Share it if it’s useful — and let’s connect for more. Ricardo Saltz Gulko
My columns in several respected CX publications.
- My recent articles on Eglobalis: https://www.eglobalis.com/blog/
- My recent articles on the European CX Organisations ECXO.org : https://ecxo.org/blog/
- My recent articles on CMSWire: https://www.cmswire.com/author/ricardo-saltz-gulko/
- My German articles on CMM360: https://www.cmm360.ch/author/ricardo/
- My old articles on CustomerThink: https://customerthink.com/author/rgulko/
I would like to hear your thoughts. 💬
#CustomerExperience #AI #B2B #AgenticAI #CX
Posted originally on: https://www.linkedin.com/pulse/ten-recent-articles-what-ive-been-writing-cmswire-year-saltz-gulko-m87jf/
