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Ricardo Saltz Gulko
ricardo
Member Since: 4th Dec 2019
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I am a global executive and strategic consultant for medium and large global  technology organizations, focused in Customer Experience, Professional Services, Customer Success and delivery.

I enable major global enterprises to generate new revenue and enhance market competitiveness by delivering global customer experiences, services, strategic planning, execution and ensuring customer success. I drive continuous transformation, simplification of human experience quality design for products and service and experience design programs. The end results of my work in customer strategy were high growth, customer and employee satisfaction, retention, advocacy, and increased loyalty, quality and the ability of organizations to change. 

I enhance adoption, renewals, and developed 360-degree on boarding programs, as well as strategies for cloud and on-premise solutions among other technologies. I also work with companies on integrating IoT and data-driven services during digital transformation initiatives.

I have led operations, solutions, professional services, customer experience, delivery, digital and cultural business transformation toward major changes, talent development and acquisition and, developed new service catalog portfolios, and solutions across EMEA, NAM, APAC and LATAM.

I’ve also lead measurements and metric results with customer, including the utilization of  NPS, VOC CSAT, AHT and CES.  I connect leadership KPIs, to measurement and metrics directly to revenue generation, and customer and employee satisfaction outcomes.

In the past, I’ve held global executive positions with Oracle, Ericsson, Amdocs, Inttra, Comverse Technology, Samsung*and Redknee — among others.

I’ve generated up to $170 million in new annual revenue by developing new services,enhancing experience, services sales offerings and managed up to $71M P&L while exceeding quarterly contribution to EBITDA.  My programs have generated additional bi-annual recurring revenue (ARR) by 230%.

I have created and adapted processes and procedures to generate change, especially in the area of digital and cultural transformation while retaining a focus on service excellence and simplification modeling.

By the way I am also a speaker.  I’ve resided in the USA, Brazil, Israel, Holland, UK and Germany. Fluent in English, Portuguese, Spanish, Hebrew and still constantly improving my German. Have led multi-cultural global teams. Hold a MBA from Northwestern’s J.L. Kellogg Graduate School of Management and have a Bachelor’s degree in Information Systems and Industrial Engineering.

I am the initiator and co-founder of the European Customer Experience Organization ( https://ecxo.org/ ), the European Association, a hands-on practitioner, and a thought leader, keynote speaker.

Connect with Ricardo on Twitter, LinkedIn and the Facebook All Stars #CX Group

Ricardo Saltz Gulko
Managing Director Eglobalis Customer Experience - Information - Insight - Innovation, we Design new Perspectives and Perceptions
  • Articles
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23rd Feb 2021

A pragmatist's guide to digital customer experience experimentation

Customer experience can be challenging unless you have the right resonation with customers, users and employees. Experience design and...
Loyalty
18th Jan 2021

How AI can cause more CX harm than good - and how to reduce the risk

Organisations and leaders are currently able to pick and choose from hundreds of artificial intelligence (AI) platforms and enterprise...
Channels
21st Dec 2020

The 18 best customer & employee experience books everyone should read

The following is our comprehensive 2020/21 ‘’quarantine’’ list of best readings about customer and employee experience, customer success,...
Engagement
15th Dec 2020

Why loyalty and sentiment will be the biggest challenges for brands in 2021

Consumer and employee sentiment and loyalty vary across multiple cultures and are impacted by personal situations, country situations,...
Loyalty
18th Nov 2020

How to avoid the damaging problem of customer experience dissonance

I recently read a thought-provoking article from BCG that said there is often a great discrepancy between a company’s self-perceptions vs...
Voice of the Customer
1st Oct 2020

How to align professional services with customer experience management

Professional Services (PS), consulting, customer sucess and any ‘’business to business’’ interaction – in the enterprise technology...
Engagement
10th Sep 2020

Stop focusing on NPS and concentrate on employee/customer criticism

Although there is often a negative perception when it comes to receiving criticism, the truth is quite different. It can be a very positive...
Voice of the Customer
13th Jul 2020

How six principles of organisational adaptiveness can provide CX resilience

When the pandemic started, many companies struggled. Almost overnight their employees and customer interactions were rendered obsolete, and...
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