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Read more about the article The Anatomy of a “No”: How to Deny a Customer Without Destroying Trust
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The Anatomy of a “No”: How to Deny a Customer Without Destroying Trust

Why saying "It's company policy" literally causes physical pain to your customers. Neuroscience shows us that the human brain processes social rejection in the exact same neural regions that process physical pain. When a customer asks for a refund or a feature and your team hides behind "company policy," the customer's brain doesn't process it as a business rule. Their amygdala processes it as tribal rejection. It triggers an immediate "fight or flight" response. In my new article series focusing on the deep communication skills of CX, we are dissecting the most dreaded scenario: Delivering a "No".

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Read more about the article Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users
Eglobalis Ricardo Saltz Gulko

Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users

Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users Originally published on Eglobalis: https://www.eglobalis.com/designing-cx-for-non%e2%80%91human-customers-ai-agents-apis-and-machines-as-users/# The Rise of Non‑Human “Customers” Traditional customer experience (CX) design assumes a human…

Fortsæt med at læseDesigning CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users
Read more about the article AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap
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AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap

AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap Originally published on Eglobalis: https://www.eglobalis.com/ai-in-cx-is-not-the-problem-escalation-failures-are-the-real-trust-gap/ Why trust in AI-driven CX is breaking now Business buyers…

Fortsæt med at læseAI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap
Read more about the article Psychological Safety in the Workplace and How it Can Impact CX
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Psychological Safety in the Workplace and How it Can Impact CX

This article reframes psychological safety as a biological and nervous-system-driven state rather than a cultural slogan. Drawing on neuroscience, Polyvagal Theory, emotional contagion, and leadership psychology, it explains how a leader’s emotional regulation directly shapes team behavior, decision-making, and customer experience. Learn why comfort is not safety, how internal fear leads to broken promises, and what leaders can do to create environments where truth, trust, and great CX can emerge. #HumanExperience #HX #Leadership #PsychologicalSafety #CustomerExperience #MakeWorkHuman #TheH2Hexperiment

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Read more about the article CX Won’t Save You if Your Culture Sucks
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CX Won’t Save You if Your Culture Sucks

Discover why customer experience (CX) efforts fail without a strong company culture. This article explores the deep connection between employee experience (EX) and CX, using insights from neuroscience, psychology, and leadership practices. Learn how toxic work environments silently destroy customer trust—and get practical strategies to align culture and experience from the inside out.

Fortsæt med at læseCX Won’t Save You if Your Culture Sucks
Read more about the article Reflections on The Matrix: A Journey into the Depths of Customer Experience
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Reflections on The Matrix: A Journey into the Depths of Customer Experience

Join me on a journey through the depths of perception, reality, and choice as we explore how businesses can transform customer interactions and foster loyalty. Discover how themes from The Matrix can inform strategies for enhancing customer experiences and building authentic relationships. Let's unlock the secrets to personalized engagement and genuine connections. Don't miss out on this thought-provoking read! #CustomerExperience #TheMatrix #CX #BusinessInsights #H2H #TheH2HExperience

Fortsæt med at læseReflections on The Matrix: A Journey into the Depths of Customer Experience
Read more about the article Customer Service + AI = Customer Success 3.0
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Customer Service + AI = Customer Success 3.0

🚀 Exciting times ahead in customer service! Discover how the fusion of AI and customer support is shaping the future of customer experiences, creating a powerful Customer Success squad. From personalized interactions to proactive assistance, AI is revolutionizing customer service as we know it. Don't miss out on this game-changing evolution! #CustomerService #customersuccess #cs #customerexperience #AI #Innovation #CX #h2h #TheH2HExperiment

Fortsæt med at læseCustomer Service + AI = Customer Success 3.0