Eglobalis Customer Experience , Innovation & Design Agency

30/09/2026

📢 𝗢𝗿𝗱𝗲𝗿𝗲𝗱 𝘁𝗼 𝗗𝗲𝗽𝗹𝗼𝘆 𝗔𝗜, 𝗘𝘅𝗰𝗹𝘂𝗱𝗲𝗱 𝗙𝗿𝗼𝗺 𝘁𝗵𝗲 𝗥𝗼𝗼𝗺: 𝗧𝗵𝗲 𝗥𝗲𝗮𝗹 𝗖𝗫 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 — at CMSWire

🤖 AI is moving fast. CX leaders are increasingly expected to deliver the outcomes, but too often they’re still excluded from the decisions shaping those outcomes.

🎯 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗮𝘂𝘁𝗵𝗼𝗿𝗶𝘁𝘆 𝗰𝗿𝗲𝗮𝘁𝗲𝘀 𝗮 𝘀𝗲𝗿𝗶𝗼𝘂𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗽𝗿𝗼𝗯𝗹𝗲𝗺.

❓ If CX leaders are accountable for what customers experience, shouldn’t they have a real say in how AI is designed and deployed?

❓ And when AI fails the customer, who actually owns the outcome?👉

𝗥𝗲𝗮𝗱 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗮𝗿𝘁𝗶𝗰𝗹𝗲 𝗮𝘁 𝗖𝗠𝗦𝗪𝗶𝗿𝗲: https://www.cmswire.com/customer-experience/ordered-to-deploy-ai-excluded-from-the-room-the-real-cx-leadership-challenge/

The mandate to automate came with a deadline and a budget, but not authority. CX leaders need written decision rights before the next release.

28/09/2026

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

Think about the last QBR you sat through. Team composition, hours consumed, milestones, roadmap. Same slides as last year. 📊

That same week, your provider's leadership was running a very different conversation: how much of that work an agent can absorb, what happens to margin when it does, and how long the current pricing can hold.

You were shown continuity. They were planning discontinuity. Both were true in the same room. 👀

Services revenue has always been headcount × utilisation × rate. Agentic AI breaks that equation directly — the same outcome consumes fewer hours. Accenture's revenue rose 6% last quarter while new bookings fell, and bookings are a forward signal, not a rear-view one. 📉

Meanwhile the shift is already in reported numbers: Cognizant signs 45% of BPO contracts on outcomes. Coforge is above 80% on new wins. Infosys reports interest but not scale yet.

That spread is the most useful thing a buyer can look at right now. It separates the firms that rebuilt delivery from the firms still describing it. 🔍

And the window is finite. Providers currently need conversion references more than they need any single contract, which makes them unusually willing to accept outcome terms. Once outcome pricing is the default, that willingness is gone. 🚪

Two questions:

1️⃣ HFS finds corporates reopening contracts within 24 months of signing. Have you reopened yours — or are you still waiting for a renewal date someone else set? ⏱️

2️⃣ Coforge publishes its conversion number. Ask your provider for theirs. If they can't answer, you just got your answer. 🧠

📖 The full piece has the three commercial models now in play, the filings behind them, and ten moves for your next negotiation — on eGlobalis: https://lnkd.in/dXvhjhAh

Linkedin: https://www.linkedin.com/pulse/services-as-software-what-happens-your-vendor-when-ai-saltz-gulko-vftae/

, , , , ,

Originally published at eGlobalis: https://www.eglobalis.

27/09/2026

23/09/2026

You spent years chasing simplicity — a massive new buyer study says the winners went the other way.

The Gist

Complexity moved, not disappeared. Companies now absorb complexity in cloud, data and AI systems so customers experience fewer steps.

New research backs the shift. Siegel+Gale's 2026 World's Simplest Brands B2B report studied 80 brands and more than 2,000 senior buyers.

Simplicity scores drive measurable gains. Brands seen as simpler earn up to 124% higher benefit-of-doubt scores in US healthcare.

Five giants show the pattern. AWS, Salesforce, NVIDIA, Oracle and Visa post double-digit growth while running some of the most complex systems in business.

Trust remains the limiting factor. A global KPMG study found 66% of people use AI regularly, but only 46% trust it.

Five moves define the playbook. Leaders should sell outcomes, deploy explainable AI agents, embed AI in core functions and make governance visible.

You spent years chasing simplicity — a massive new buyer study says the winners went the other way.

22/09/2026

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

I’ve just published my new selection of 15 must-read books for CX, AI and innovation leaders. Linkedin https://www.linkedin.com/pulse/before-ai-agents-rewrite-your-business-15-must-read-cx-saltz-gulko-zrs8f/?trackingId=4a2XFKqdRA%2BbkdjORZhXHg%3D%3D and eGlobalis https://www.eglobalis.com/before-ai-agents-rewrite-your-business-15-must-read-books-for-cx-ai-and-innovation-leaders-in-2026/

Why bring these three areas together?

Because separating them no longer makes much sense.

🤖 AI is changing how decisions are made — and increasingly, who or what makes them.

🔄 Innovation determines whether organisations simply add new technology or actually rethink how they create value.

👥 Customer Experience remains where all of this becomes real. Technology can change the journey, but customers still decide whether the outcome was worth it.

And now we have another major shift arriving: AI agents becoming customers themselves, buying, comparing and potentially negotiating with other agents.

That changes quite a lot.

So this isn’t a list of 15 books that happen to interest me. I selected them because, read together, they offer different pieces of the same puzzle: how businesses, customers, employees and leadership are changing as AI becomes part of the operating model itself.

Some challenge how we lead. Others explore machine customers, agentic AI, personalisation, employee experience, customer journeys, transformation and the economics of innovation.

📖 LinkedIn Article:

https://www.linkedin.com/pulse/before-ai-agents-rewrite-your-business-15-must-read-cx-saltz-gulko-zrs8f/?trackingId=4a2XFKqdRA%2BbkdjORZhXHg%3D%3D

🌐 Originally published on eGlobalis: https://www.eglobalis.com/before-ai-agents-rewrite-your-business-15-must-read-books-for-cx-ai-and-innovation-leaders-in-2026/

https://www.linkedin.com/pulse/before-ai-agents-rewrite-your-business-15-must-read-cx-saltz-gulko-zrs8f/?trackingId=4a2XFKqdRA%2BbkdjORZhXHg%3D%3D

Discover 15 must-read books for CX, AI and innovation leaders in 2026, covering AI agents, machine customers, leadership, personalisation and customer experience.

20/09/2026

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

Explore the best 10 latest CMSWire articles on AI and customer experience, covering AI governance, B2B CX, agentic AI, metrics and customer outcomes.

20/09/2026

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

Walk into any modern filling or packaging plant today. Sensors fitted. Gateways installed. Cloud platform live. 🏭

The connectivity problem is solved. ✅

The portfolio problem is not. ❌

Most of what those machines generate is still sold as an add-on to a machine sale, priced as a small subscription, owned by a department that sits well below strategy. 📉

The technology moved. The commercial offer did not.

And the proof is already public. Tetra Pak: 5,000+ connected lines, up to 48 hours of downtime eliminated per line. ⚙️ GEA at DMK Zeven: 98% uptime, output up 4.2%, delivered with zero capex for the customer. 💶

So capability isn't the gap. The gap is how much value a company is willing to sell. 🎯

Tiers 1–3 — repair, planned maintenance, condition monitoring — everyone sells those. Tier 4, guaranteed outcomes, is nearly empty. 🪫

Here's what boards miss: tier 4 is the cheapest tier to add. 💡 The data, the analytics, the experts are already paid for by tier 3. What's missing isn't technology. It's the decision to put something at risk. 🎲

And that decision moves everything:

🔹 Tiers 1–3 are bought by maintenance managers. Tier 4 is bought by plant directors.

🔹 Parts-and-labour makes every incident an argument about fault. An outcome contract puts both sides on the same number. 🤝

One honest caveat: four of the five causes of lost efficiency sit inside the customer's operation, not your machine. Say it on day one — that's what makes the contract survivable. ⚠️

Two questions 👇

1️⃣ Your machines already send the data. What have you actually committed to in writing — with part of your fee at risk? 🧠

2️⃣ Who signs your service contracts: a maintenance manager, or the plant director? That answer tells you which tier you're really selling. 🏢 https://www.linkedin.com/pulse/from-machine-sales-guaranteed-output-service-design-next-saltz-gulko-qookf/

📖 Full article — the four-tier model, 12 portfolio ideas running on data you already collect, and where to start: https://lnkd.in/d2KaAtqu

LinkedIn: https://www.linkedin.com/pulse/from-machine-sales-guaranteed-output-service-design-next-saltz-gulko-qookf/

🔔 Subscribe to my newsletter "CX Insights by Ricardo S. Gulko" 💡

, , , ,

Article originally published at eGlobalis: https://www.eglobalis.

19/09/2026

What +Gale's 2026 B2B Report Really Tells Us 🔍

📊 Siegel+Gale has taken its World's Simplest Brands study into B2B for the first time: 80 brands, 4 industries, US and UK, 2,000+ senior decision-makers.

Here is my read of it.

🎯 What matters now is not simplicity. It is clarity. B2B buyers don't need a simple vendor. They need one they can understand, trust and defend in front of their board.

🔄 In B2B, simplicity has moved inside. It lives in the provider's systems, platforms, data and AI. The company absorbs the complexity. The customer still gets what they always wanted: a clear, low-friction B2B experience. 💡

📈 What the report measures. Brands rated simpler than their peers earn:

✅ +36 NPS

✅ 67% more desirability to do business with

✅ 65% more benefit of the doubt

✅ 51% more trust to do the right thing

🥇 And look at who leads:

💳 PayPal 87% (US financial services)

☁️ Microsoft Azure 85% (UK technology)

🖥️ HPE 78% (US technology)

⚡ NVIDIA 78% (UK technology)

🏭 Siemens 71% (UK industrials)

None of them is a simple company. Each organises enormous complexity so the customer doesn't have to. The report says it plainly: simplicity doesn't pretend the products are simple, and in industrials the goal is to keep complexity behind the scenes. 🧩

🌍 Clarity is local. PayPal scores 87% in the US and 73% in the UK. Schneider Electric drops from 75% to 57%. The report's explanation: UK buyers weigh governance and control, while US buyers respond to direction and distinctiveness.

⏪ What changed. Earlier editions measured consumer brands and rewarded single-promise companies. Value was framed as willingness to pay more. The 2026 B2B edition measures something different: trust, consideration and decision confidence.

That is the real shift. Value no longer comes from removing complexity. It comes from absorbing it, organising it, and giving the customer a clear path through it. 🤝

✍️ My full article on this subject is coming soon. Stay tuned. 📬

💬 What makes a complex B2B brand feel clear to you?



You can download here:

https://www.siegelgale.com/focus/worlds-simplest-brands-2026-b2b/

15/09/2026

🤖 📢 My new article at CMSWire: 7 Questions That Reveal If Your Company Is Ready for AI

Almost every leadership meeting I walk into often opens with the same kind of questions among them: "Which AI should we buy?"

It's the wrong first question. And the cost of skipping the right one is now measured, not argued.

📉 42% of companies abandoned most of their AI initiatives in 2025 — up from 17% a year earlier.

📊 88% of organisations use AI somewhere. Only 39% can point to any real profit impact.

🔁 Cisco has run its readiness index for three straight years: the share of fully-ready organizations is still stuck around 13%.

Three years of historic investment. The needle hasn't moved.

After two decades of CX and service transformations inside global technology companies, here's what I've learned: readiness is not a feeling. It's checkable. ✅

In the piece I share the diagnostic I actually use with leadership teams — 7 questions, each with the evidence to demand, the pass signal, and what to do if you fail:

1️⃣ Do we know which customer problem we're actually solving?

2️⃣ Who owns the outcome — and does the budget match it?

3️⃣ Is our customer data actually ready today?

4️⃣ Will our processes survive being automated?

5️⃣ Are our people skilled enough to use this safely?

6️⃣ Can we govern this once it faces customers?

7️⃣ Do we know what winning looks like?

⏱️ Book 90 minutes. No slides. Artifacts only. Pass or fail out loud — no partial credit, because partial credit is how companies talk themselves into the 42%.

Then count your passes:

🟢 5+ → you're readier than most of the market. Start small, start now.

🟡 3–4 → your first AI project is the preparation. That's not a defeat, that's the work.

🔴 2 or fewer → be grateful you ran this meeting before the vendors did.

The companies winning with AI in customer experience aren't the ones with the best models. They're the ones that could answer seven questions before they bought one. 🎯

👉 Read it at CMSWire: https://www.cmswire.com/customer-experience/seven-questions-that-reveal-if-your-company-is-ready-for-ai/

💬 Which of the seven would your organisation fail today? My bet is #3 (data) or #4 (process). Tell me in the comments — I read every one.

♻️ Repost if your network needs this before their next vendor meeting.

Most CX leaders can name the AI vendor they want. Few can pass the seven-question readiness test that decides if it actually helps customers.

10/09/2026

🚦 𝗬𝗼𝘂𝗿 𝗔𝗹𝗹-𝗚𝗿𝗲𝗲𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗔𝗜 𝗗𝗮𝘀𝗵𝗯𝗼𝗮𝗿𝗱 𝗦𝗵𝗼𝘂𝗹𝗱 𝗪𝗼𝗿𝗿𝘆 𝗬𝗼𝘂

My new article is now available on CMSWire. 📌

There's one question I now ask every leadership team running AI in customer experience:

Has your AI reporting ever shown a single negative number? 🤔

If every report since launch has been green, one of two things is true. Either you run the most flawless AI operation in your industry, or your instrument was built to please.

📊 Most AI dashboards measure activity: conversations handled, tickets deflected, adoption climbing. Activity always looks good.

🔬 The best measurement of AI in customer support I know of came from economists, not vendors. They studied 5,172 agents at a Fortune 500 B2B software company, with a staggered rollout and real comparison groups. Productivity rose 15%. Newer agents got faster and better. The most experienced agents got a little faster and lost a little quality.

Value and damage showed up inside the same deployment. A company measuring only averages would have celebrated.

⚖️ That's why I argue every AI deployment needs two ledgers:

✅ The gain ledger tracks resolved outcomes, re-contact rate, cost per resolved outcome, and how AI-served accounts actually renew and expand.

❌ The loss ledger tracks error cost by class, the verification tax, escalation abandonment, silent commercial drift, and trust debt.

😬 On the verification tax: Upwork found that 96% of C-suite leaders expected AI to raise productivity. Meanwhile, 77% of employees using it said it added to their workload.

🚫 I also leave NPS and CSAT out entirely. A score cannot tell you what caused it.

💬 I'd like to hear from you:

1️⃣ Has your AI measurement ever reported a loss? If not, what does that say about the measurement?

2️⃣ Who in your organization owns the checking hours, the abandoned escalations, and the accounts that quietly stopped expanding?

3️⃣ Should survey scores still have a place in AI business cases, or is it time to retire them?

👉 Read the full article on CMSWire https://www.cmswire.com/customer-experience/your-all-green-customer-experience-ai-dashboard-should-worry-you/

, , , , , , , , ,

A flawless AI report is either a miracle or a warning sign. One rigorous study found both gains and damage in the same rollout.