Ricardo Saltz Gulko
Member Since: 4th Dec 2019
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
My answers
I read it many years ago, and it is a great book! Ricardo Saltz Gulko PS: I assume that all CX practitioners would have written that many years ago to become better change agents and instigators.
Lovely Article Steven! Simplicity is essential for CX, even though there are several lines of thinking regarding CX pillars and a big difference between the American and European approaches if we yet have one. :-) Imagine the opposite of simple a complicated experience. How would the customer feel with it? Bad :-) with so many frictions. Why, as more simple, your ecosystems are more engaging and accessible to delivery real innovation, value, and employee experience, and the outcome is value for the employee, partners, and the result is simplicity and better customer experience. As I wrote in my articles in 2017, 2018, I had a series about simplicity very similar to this article, and during those three years, I have been speaking about simplicity in several conferences as a results of my Doubled S modeling, including a guest post in Jeanne Bliss using Siegel and Gale as well. Everyone uses them today :-) Interesting article. Thanks for sharing R