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Ricardo Saltz Gulko

Cofondateur

Ricardo est le directeur général d'Eglobalis, l'agence de conseil en innovation et expérience, un stratège mondial, conseiller de la C-suite, axé sur l'expérience et la simplification des opérations

Ricardo est l'agence de conseil en innovation et expérience Eglobalis, directeur général, stratège mondial, conseiller C-suite, axé sur la simplification de l'expérience et des opérations, la transformation de la culture, la conception transformative OX, CX, EX, l'adoption de technologies, l'allumage de l'innovation et l'adaptabilité humaine.

Il est le co-fondateur et l'initiateur d'ECXO, l'organisation européenne de l'expérience client, notre association mondiale.

Il a travaillé comme consultant pour de nombreuses entreprises technologiques mondiales, telles qu'Oracle, Ericsson, HP, Samsung, SAP, Thyssenkrupp, Amdocs et VW, en tant que dirigeant et stratège. Il se concentre sur l'expérience et le succès des clients, le changement et l'expérience des opérations. Il travaille avec des entreprises technologiques mondiales qui visent à se transformer et est également un orateur principal.
Il est titulaire d'un MBA de la Kellogg Graduate School of Management, IL USA, et d'un diplôme de premier cycle en informatique et en génie industriel. Il est un citoyen du monde parlant couramment cinq langues et réside à Munich, en Bavière.

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Susanne Fries-Palm

Senior Advisor, Ambassador Switzerland and Europe - Founding Member

Susanne Fries-Palm is the Chief Customer Officer at Yonder in Switzerland. She is a customer-oriented cross functional leader and worked in various industries such as IT/Telecommunications, Safety and MedTech.

Susanne Fries-Palm is the Chief Customer Officer at Yonder in Switzerland. She is a customer-oriented cross functional leader and worked in various industries such as IT/Telecommunications, Safety and MedTech. 

Focussing on developing organizations and implementing the customer in the core of a business, she has established a Global Customer Service Organization in Europe and she has been responsible for big projects enabling remarkable customer-oriented changes. 

As a truly people & customer-oriented leader she manages to create a vision, motivates and thus enables high performing teams.

Originaire d'Angleterre, Joanna a travaillé dans divers secteurs d'activité, à la fois en contact avec la clientèle et au siège social. Elle possède une expertise dans la stratégie d'expérience client, la conception de services, l'intelligence émotionnelle sur le lieu de travail, le coaching, la formation au service client et la prise de parole.

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Enrique Gomez Alonso

Ambassadeur - Espagne et Portugal - Membre fondateur

Enrique is a Director in Medallia’s XP (CX & EX) Consulting Team and an Insurance and Telco Industries Expert.

Enrique est directeur dans l'équipe de consultants XP (CX & EX) de Medallia et expert en assurance et en télécommunications. Il est un professionnel de niveau C avec plus de 25 ans d'expérience dans la conduite de succès organisationnels et la direction du développement et de la mise en œuvre de projets de transformation à fort impact. Enrique a dirigé la transformation des clients en Espagne pour deux des plus grandes multinationales européennes, d'abord en tant que responsable de la direction des ventes chez Vodafone Espagne, puis en tant que directeur de la clientèle chez Zurich Insurance Spain.
Ray Gerber

Ray Gerber

Senior Adviser and Global Ambassador

Ray is the Chief Product Officer at Thunderhead, a global leader in customer engagement technologies

Ray is the Chief Product Officer at Thunderhead, a global leader in customer engagement technologies, with over 30 years’ experience in building innovative technologies for enterprise. He has extensive expertise in customer relationship management, customer decisioning and self-learning. He also worked in business process management, customer journey management and enterprise resource planning.

Ray leads the Thunderhead R&D team, responsible for our reputation for disruptive technology. Before Thunderhead, he was VP of Customer Experience at Pegasystems and VP of Engineering at Chordiant Software.

Helén Rigamonti

Helén Rigamonti

Ambassador Sweden and Europe Founding Member
She is an experienced leader with long experience in interim management roles.

She is an experienced leader with long experience in interim management roles. She has worked in several public and private sectors (mostly B2B &SaaS), leading customer success, customer service, and sales operations. As a true people and customer-oriented leader, she has a great track record for creating a positive customer impact while leading the transformation of a customer-centric culture in organizations. With expertise in customer experience strategizing, combined more than 20 years of management and leadership experience, Helen now has an opportunity to push the development of Customer Experience. Together with IHM Business School, she will be teaching in the first Customer Experience Specialist education in Sweden – a two year higher education program.
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Sylvia Lohr

Ambassador DACH and Europe - Membre fondateur

Sylvia Lohr is leading the B2B-marketing for Enterprise division at Nuance covering DACH, BeNelux and Eastern Europe.

Sylvia Lohr is leading the B2B-marketing for Enterprise division at Nuance covering DACH, BeNelux and Eastern Europe. Originally from the analog world, she has been instrumental in driving digital communications in global companies and understands the demands of transformation. She is convinced that only integrated, customer-centric communication is successful. She has been developing and implementing innovative, target group-specific and sales-oriented strategies for more than 25 years.
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Christopher Brooks

Ambassadeur - Royaume-Uni - Membre fondateur

Auparavant, il était à la tête de Lexden CX et dirige maintenant la pratique primée de conseil en expérience client et de solutions technologiques internationales, Clientship CX.

Christopher is a global customer experience specialist with over twenty years consultancy and clientside experience, helping clients profit from customer's-world led thinking. As Managing Director of international CX practice Lexden CX he believes truly great CX practice creates betterment for all customers, employees, communities, society and shareholders.

In addition, he is a keen contributor to the CX community: host of the CXSuperheroes podcast series, member of the ECXO, articles writer for MyCustomer and CX Today,  creator of the 'Making a Difference' CX, Founder of the Customer Experience World Games and a guest lecturer on CX Management at International University of Monaco.

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Kari Korkiakoski 

Ambassadeur - Finlande - Membre fondateur

Kari est le directeur général de Futurelab Finlande, une société qu'il a fondée en 2010. Futurelab se concentre sur le conseil en stratégie CX.

Kari est le directeur général de Futurelab Finlande, une société qu'il a fondée en 2010. Futurelab se concentre sur le conseil en stratégie CX. Au cours des dix dernières années, Kari a écrit trois livres, seul ou avec des co-auteurs. L'un d'entre eux peut être trouvé sur Amazon sous le titre "Amazing customer experience". Le dernier livre portait sur le lien entre CX et EX.

Futurelab Finlande compte cinq consultants. En plus de ses activités de conseil, Kari est également partenaire d'une société nordique de commerce électronique et d'une société de comptabilité en ligne.

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Sue Nabeth-Moore

Ambassadeur - France - Membre fondateur

Sue est la fondatrice de Success Track Enterprise, une société de conseil et de coaching en matière de CS, et une évangéliste passionnée et active de la réussite des clients (CS) en Europe.

Sue est une évangéliste passionnée et active de la réussite des clients (CS) en Europe. Sue est la fondatrice de Success Track Enterprise, une société de conseil et de coaching en matière de CS, ainsi que la co-fondatrice de Customer Success Mastermind/Success Chain, un programme de formation continue et de développement de carrière en matière de CS qui aide les praticiens et les clients de la CS/CX à acquérir de nouvelles compétences pour grandir ensemble.

Elle organise des rencontres CS à Paris (auparavant également à Lisbonne) et a co-fondé le premier événement CS francophone, Engage Paris. Elle intervient régulièrement en tant qu'oratrice et modératrice lors d'événements CS.

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Mario Sepp

Ambassador - Austria - Founding Member

Mario Sepp is the founder of “Gastspiel”, located in Austria. He spent 20 years in the aviation industry.

Mario Sepp is the founder of “Gastspiel”, located in Austria. He spent 20 years in the aviation industry. Starting as an electronic engineer, he made his way through various national & international assignments to become EVP Strategy, Business Development & Marketing at the World’s second largest technical service provider to the airline industry. After finishing his Executive MBA, he deepened his knowledge on customer centricity at the Harvard Business School with Prof. Ranjay Gulati. His first efforts in the field of Service Design were internationally recognized with the Budgie Award in London, in the category of “Best Service Provider”, for an exceptional easyjet maintenance concept. This award ceremony marked a crucial turning point in his career, as he became increasingly aware of the possible applications of Service Design. In spring 2012, he therefore founded the consulting company "Gastspiel”, located in Austria, delivering Service & Experience Design and Business Innovation for national & international corporations from a cross-section of various sectors in the fields of production & service delivery.

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Michael Brandt

Ambassadeur - DACH - Membre fondateur

Michael est un stratège CX qui a mis en œuvre pendant de nombreuses années des programmes CX dans des organisations multiculturelles mondiales.

Michael est un stratège CX qui a mis en œuvre pendant de nombreuses années des programmes CX dans des organisations multiculturelles mondiales. Avec plus de 25 ans d'expérience dans les opérations B2B en contact avec la clientèle, il était récemment responsable de l'excellence des processus dans le service à la clientèle dans le réseau mondial du groupe ABB de 2012 à 2020. Ses domaines de prédilection sont la voix du client, la gestion des plaintes et la cartographie du parcours du client. En plus d'être un professionnel certifié de l'expérience client, Michael a également des qualifications en Lean 6 Sigma, NPS 2 et gestion des risques.

 

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Neil Davey

Ambassadeur honoraire - Membre fondateur

Neil Davey est le rédacteur en chef de MyCustomer. Journaliste économique et rédacteur en chef expérimenté, Neil a travaillé pour divers journaux.

Neil Davey est le rédacteur en chef de MyCustomer. Journaliste d'affaires et rédacteur en chef expérimenté, Neil a travaillé sur divers journaux, magazines et sites web au cours des 15 dernières années, notamment Internet Works, le magazine CXO et Business Management. Il a rejoint Sift Media en 2007.

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Ines Järvsoo

Ambassador Estonia and Europe - Founding Member

Ines has over 20 years of experience in Customer Base Management, focusing on effective Customer Lifecycle management and increasing Customer Base Loyalty and Value.

Ines has over 20 years of experience in Customer Base Management, focusing on effective Customer Lifecycle management and increasing Customer Base Loyalty and Value, while embracing data and keeping a close eye on Customer Experience.  She is passionate about helping companies to develop and deliver strong customer experiences. Defining the gaps between company and customers, knowing where experiences fall short, which experiences matter most and finding ways to design experiences that exceed customer expectations. 

She is originally from Estonia but have worked in Egypt, Italy, France, Switzerland, USA and Croatia.  

 

Steve Belgraver

Steve Belgraver

Ambassador The Netherlands and Europe, Founding Member

A Service Management professional Steve has 15+ years’ experience in the world of B2B enterprise telecoms and ICT.

A Service Management professional Steve has 15+ years’ experience in the world of B2B enterprise telecoms and ICT. Enriched with a multicultural background by having worked and lived in a number of countries and reinforced with academic credentials from 4 universities Steve is driven by a strong desire to explore new experiences and practice his belief in life-long learning. After earning an MBA Steve's passion for improving the client experience led him to discover the field of Customer Experience several years ago. More recently his focus has centered on the nexus where CX and Service Management meet. A cross-functional leader with a solid history in corporate client-facing customer experience management, Steve has a deep understanding of how different business functions spanning the corporate journey influence the customer experience. By advocating the CX perspective with the broader stakeholder communities Steve continually strives to collaboratively ensure the business consistently meets client expectations.

Tzachi Ben Sasson

Tzachi Ben-Sasson

Ambassador Israel and Global - Membre fondateur

Tzachi is an Organizational Psychologist with over 25 years of experience in Voice of the Customer, Customer Experience and Consulting.

Tzachi is an Organizational Psychologist with over 25 years of experience in Voice of the Customer, Customer Experience and Consulting. For the past 10 years Tzachi is leading the Amdocs global Voice of the Customer program, surveying all Amdocs key customers and working in over 30 countries. Prior to Amdocs, Tzachi worked for Deloitte. Tzachi is passionate about Customer Advocacy, Decision Making, Culture, interpersonal communication and travel.

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Antonio Grasso

Ambassadeur - Italie - Membre fondateur

Fondateur et PDG de la startup italienne Digital Business Innovation Srl, Antonio est considéré comme l'un des principaux acteurs de la transformation numérique...

Fondateur et PDG de la startup italienne Digital Business Innovation Srl, Antonio est considéré comme l'un des principaux acteurs de la transformation numérique dans les domaines de l'intelligence artificielle, de la cybersécurité, de la transformation numérique, de l'Internet des objets et des chaînes de blocs.

Il est conseiller, consultant auprès des entreprises et du secteur public, et mentor de nombreuses start-ups. Il collabore actuellement avec Siemens, Intel, la Commission européenne, Atos, Cisco, Ericsson, IBM, Talend, Huawei, Automation Anywhere, Oracle, Splunk, HPE, ASG tech, et bien d'autres en tant que conseiller en contenu, influenceur B2B, auteur et innovateur logiciel.
Il est juré mondial pour les SDG des Nations unies - Global Entreps Award,

Antonio est un mentor mondial accrédité et qualifié pour les start-ups et les Scaleups par le World Business Angels Investment Forum.

Sa vision éthique de la transformation numérique l'a amené à être actif sur de nombreux canaux sociaux, tous dédiés à la diffusion des connaissances, notamment dans les pays en développement. Antonio vise à contribuer à la diffusion du concept de transformation numérique et il s'engage activement sur les médias sociaux pour apporter les derniers contenus sur les nouvelles technologies émergentes et leurs utilisations pour assurer un avenir meilleur.

Antonio Grasso a plus de 37 ans d'expérience dans la gestion de nombreux projets dans le domaine des technologies de l'information, tant pour les entreprises que pour le secteur public. Il estime que la transformation numérique est un processus d'évolution numérique qui comporte de nombreux aspects, et que la technologie n'est qu'une composante du puzzle. Pour lui, le plus grand obstacle est un changement culturel, et une approche stratégique pour faire face à ce changement d'époque est primordiale.

Nicolette Wuring

Nicolette Wuring

Ambassador The Netherlands and Europe

Nicolette is a maverick who pioneered Customer Experience since the beginning of this century.

Nicolette is a maverick who pioneered Customer Experience since the beginning of this century. Early on she recognized the major opportunity for businesses to build loyalty and long-term relationships with customers, creating organizational resilience for the future, whilst creating meaningful environments for people to work in and customers to do business with. Initially as SVP/Chief Customer Officer for public multinationals like Liberty Global, QVC, and Sky, she successfully guides organisations through transformational customer experience changes throughout Europe, bringing strategy together with pragmatism, adequately balancing shareholder goals with creating long term resilience.

Corinna Klaes

Corinna Klaes

Ambassador DACH region and Europe
Corinna Klaes is Solution Specialist for Customer Intelligence 360 at SAS

Corinna Klaes is Solution Specialist for Customer Intelligence 360 at SAS and involved in acquiring and advising customers to ensure a successful implementation of the software into their MarTech stack. With more than 10 years of experience in marketing and sales it is her passion to guide customers on their road to digital transformation, ensuring enablement and education in organizations. Therefore she sees herself not as a saleswoman but as a superwoman for digital success, in order to prepare the market regarding CX topics and to point out opportunities. She is also involved in the development of use cases, marketing activities and content creation to ensure practical relevance and to address current trends in the relevant industries.
Luigina Ferraro

Luigina Ferraro

Ambassador Italia and Europe

Luigina is a CEO of INCIPIT, a company that she founded many years ago, focused on customer experience and feedback management.

Luigina is a CEO of INCIPIT, a company that she founded many years ago, focused on customer experience and feedback management. The company launched E-PATHOS, an innovative feedback management platform, to innovate the way to capture insights. Furthermore, the company delivers services on digital transformation of the relations with the customers and the digital customer service. In the last years, she managed CX and EX programs for many Italian Companies. She is an experienced consultant on patient experience and patient journey, with a very innovative approach. The mission of Luigina is creating a data driven customer experience and generate a solid and strong ROI of the CX Programs. In the past she worked in the Private Equity: a world where numbers, finance and investment strategies counted. In that field she got to know different kinds of businesses and to reveal their unique features, rationale, opportunities, and risks.
Agustí Molías Martínez

Agustí Molías Martínez

Ambassador Spain and Europe - Founding Member

Agusti is the CEO of The Client Group. An entrepreneur lifestyle, I seek to transform people by provoking change in organizations.

Agusti is the CEO of The Client Group. An entrepreneur lifestyle, I seek to transform people by provoking change in organizations. My extensive experience in customer relationships, with a high expertise in customer management and talent transformation, as well as my presence in the media, conferences and events, gives me an opportunity to push the development of Customer Experience and Customer Management. I try to take advantage of it. I prefer to inspire rather than to mandate, to inspire rather than to command, to motivate rather than to boss.

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Agnieszka Sulicka-Faverey

Ambassador The Netherlands, Poland and Europe - Membre fondateur

Agnieszka Sulicka-Faverey, She is a Senior Manager Business Experience at Stora Enso

Agnieszka Sulicka-Faverey, She is a Senior Manager Business Experience at Stora Enso Agnieszka is a Customer Experience professional with 18 + years of experience in CX, Sales, Account Management and other customer facing roles, located in Amsterdam , Netherlands. A firm believer in a holistic approach to Business Experience, with CXM structures based on solid fundamentals empowering organizations to deliver great experiences. In practice it means looking closely at Leadership, Culture, EX and much more than focusing on CX metrics only. For me Experience Management is bringing back people to the core of the business- this is my guiding light in day-to-day work.let's rock the - X (CX, EX, BX) World together!xc
Matthias Marino

Matthias Marino

Ambassador Head United Arab Emirates and Middle East
Matthias is the CEO of ModusCX an award winning customer-centric management consultancy

Matthias is the CEO of ModusCX an award winning customer-centric management consultancy that specializes in understanding and creating experiences. 
ModusCX focuses on CX transformation projects that build CX frameworks, structures and capabilities within companies and drives customer-centric innovation.

Matthias has been consulting companies in the UAE for 13 years and has successfully worked with clients such as Al Ghurair Investments, ISP, Aldar, Meraas, Dubai Holding, Chalhoub, A&E, DAFZA and many more.
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Dave Sims

Conseiller technique, conception et développement - Membre fondateur

Avec plus de 22 ans d'expérience dans le développement web, Dave est passionné par l'idée de fournir aux clients un service personnalisé et des solutions adaptées à leurs besoins.

Avec plus de 22 ans d'expérience dans le développement web, Dave est passionné par l'idée de fournir aux clients un service personnalisé et des solutions adaptées à leurs besoins.

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