@EuropeanCXOrg

We are diverse, open community of leaders & organizations committed to working & evolving together to raise the collective customer & employee experience.

 Europe, UK and beyond
ecxo.org/
Joined March 2019
  • Tweets3.8K
  • Following4.5K
  • Followers2.6K
513Media
Agent AI Is Exploding in Contact Centers—Yet the Human Experience Remains Irreplaceable Link: eglobalis.com/agent-ai-is-ex… #CX #AgentAI #CustomerService #AIIntegration #customerexperience
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🎉 Happy CX Day 2026! 🎊 Today and every day, we celebrate our customers and the practitioners who listen, solve problems and make experiences better, every day. 🙌💙Stay connected with 🌐 ecxo.org #CXDay2026 #CustomerExperience #ExperienceInnovation #cxday
🤖 Made with AI
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🚀 Services-as-Software: What Happens to Your Vendor and CX When AI Eats the Billable Hour Think about the last QBR you sat through. Linkedin: linkedin.com/pulse/services-… #ServicesAsSoftware , #AgenticAI , #ProfessionalServices , #cx, #customersuccess #customerexperience

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

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

linkedin.com
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Can AI Hear What Your Best Engineer Hears? CX, AI and the Job We Optimised Until Nobody Wanted It eglobalis.com/can-ai-hear-wh… #cx #customerexperience
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CX and AI ROI: Why CEOs Quantify Everything Except the Customer eglobalis.com/cx-and-ai-roi-…
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You spent years chasing simplicity — a massive new buyer study says the winners went the other way. cmswire.com/customer-experie… #cx #customerexperience #simplicity

Simplicity Is Dead. Complexity Is Where B2B CX Value Lives Now.

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

cmswire.com
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European Customer Experience Organization ECXO.org retweeted
CMSWire.com
@cmswireMay 29
What Saves Money on Every Interaction but Costs You the Customer? by @ricardosgulko dlvr.it/TSnHdl #CustomerService #AI

What Saves Money on Every Interaction but Costs You the Customer?

You guessed it. AI. A chatbot that fails to solve customer problems may create more financial risk than operational savings.

cmswire.com
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European Customer Experience Organization ECXO.org retweeted
CMSWire.com
@cmswireAug 25
CMSWire Contributor Ricardo Saltz Gulko points to new research showing individual AI users gaining roughly five times the productivity while only 29 percent of organizations see real ROI. The gains stop at the office walls. Customers still cannot feel a thing. ow.ly/lNnC50ZF2q4
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European Customer Experience Organization ECXO.org retweeted
CMSWire.com
@cmswireSep 9
A flawless AI dashboard is not good news. It is a warning sign. CMSWire Contributor Ricardo Saltz Gulko unpacks the two-ledger framework a Fortune 500 study exposed, where a rollout boosted newer agents and quietly cost the most experienced ones quality. ow.ly/AhiQ50ZL7aa
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European Customer Experience Organization ECXO.org retweeted
CMSWire.com
@cmswireSep 14
7 Questions That Reveal If Your Company Is Ready for AI by @ricardosgulko dlvr.it/TVTRn2 #AI #CustomerExperience

7 Questions That Reveal If Your Company Is Ready for AI

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.

cmswire.com
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𝗧𝗵𝗲 𝗔𝗜 𝗗𝗼𝗲𝗿𝘀 𝘃𝘀. 𝗧𝗵𝗲 𝗔𝗜 𝗧𝗵𝗲𝗼𝗿𝗶𝘀𝘁𝘀 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 📖 @cmswire : cmswire.com/customer-experie… #CustomerExperience #ArtificialIntelligence #AIStrategy #CustomerSuccess #DigitalTransformation #CXLeadership #DataStrategy @elonmusk

The AI Doers vs. The AI Theorists in Customer Experience

AI thought leadership exploded faster than successful AI deployments. Here's how to tell practitioners from theorists.

cmswire.com
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Why Your CX Stack Is Failing Despite Record Martech Spend, - 🚨 My new article is now live at CMSWire! 🔗 cmswire.com/customer-experie… #CustomerExperience #MarTech #DigitalTransformation #AI

Why Your CX Stack Is Failing Despite Record Martech Spend

Organizations waste $19.8M a year on unused software licenses while CX keeps getting worse. Here's how to fix it without buying anything new.

cmswire.com
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📌 When Customers Don't Search: How AI Is Compressing the B2B Buying Journey A new @cmswire piece by me lays out a stark reality: 🔗 Read the full article here: cmswire.com/customer-experie… #CustomerExperience #AgenticAI #AISearch #CXLeadership #DigitalTransformation

When Customers Don't Search: How AI Is Compressing the B2B Buying Journey

McKinsey puts $750B in US revenue flowing through AI search by 2028. The brands winning now are treating data accuracy as a customer experience KPI.

cmswire.com
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Data Doesn't Lie: Why Customers Are Returning to In-Person Brand Experiences cmswire.com/customer-experie… #dataanalitics #cx #customersuccess #custexp #customerexperience

Data Doesn't Lie: Why Customers Are Returning to In-Person Brand Experiences

As brands invest heavily in AI and automation, customers are signaling a renewed appetite for physical experiences that feel personal and authentic.

cmswire.com
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How AI Personalization Builds Trust — Until It Doesn't cmswire.com/customer-experie… #personalization #cx #custexp

How AI Personalization Builds Trust — Until It Doesn't

Customers still want personalized experiences, but growing distrust in data practices is changing how brands must deliver them.

cmswire.com
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What Saves Money on Every Interaction but Costs You the Customer? cmswire.com/customer-experie… #cx #customersuccess #customerexperience

What Saves Money on Every Interaction but Costs You the Customer?

You guessed it. AI. A chatbot that fails to solve customer problems may create more financial risk than operational savings.

cmswire.com
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Von Schlagwort zur Strategie: Führt Empathie zum Ziel? Empathie gehört zu den meistgenannten Prinzipien moderner Customer Experience, verliert jedoch ihren Wert, wenn Unternehmen Probleme zwar verstehen, aber nicht konsequent lösen. cmm360.ch/artikel/von-schlag…

Empathie & Customer Experience erfolgreich nutzen

Warum Empathie allein nicht reicht: Der Beitrag zeigt, wie Unternehmen Customer Experience durch messbare Lösungen nachhaltig verbessern können.

cmm360.ch
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AI Transformation 2026: 26 Predictions Redefining CX, EX, Design, and Product Innovation customerthink.com/ai-transfo…
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✨ Brand Experience in December: How Seasonal Messages Shape Trust ✨ December is not neutral for brands. ·      It’s not a campaign. ·      It’s not a formality. eglobalis.com/brand-experien… #brandexperience #cx
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🚀 2026 is not a trend year — it’s a turning point. I just published 26 predictions on how AI will redefine CX, EX, design, and product innovation — based on real signals and early adoption facts, not wishful thinking. customerthink.com/ai-transfo… #CX #EX #AI #Innovation #Leadership
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Customerthink.com just published my new article. CX in the AI Era: Leveraging Data to Fuel Loyalty #cx #ai #delivery #growth customerthink.com/cx-in-the-…
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