#experiencedesign

Read more about the article The Attention Realignment: Why the Future Belongs to People Who Protect Their Focus, Not Just Their Time
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The Attention Realignment: Why the Future Belongs to People Who Protect Their Focus, Not Just Their Time

Stop managing your time and start protecting your focus. In an age of abundant AI and endless digital distraction, true productivity isn't about doing more—it's about intentional subtraction. Explore the shift from time management to attention management, learn the hidden dangers of "outsourced prioritization," and take the 7-day H2H Experiment to reclaim your most valuable asset.

Continue ReadingThe Attention Realignment: Why the Future Belongs to People Who Protect Their Focus, Not Just Their Time
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 Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B
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Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B

Agent Experience (AX): Why AI Agents Need Their Own Experience Design for B2B Originally published on Eglobalis: https://www.eglobalis.com/agent-experience-ax-why-ai-agents-need-their-own-experience-design-for-b2b/#iLightbox[gallery19107]/0 A leadership inflection point from copilots to autonomous work Enterprise AI has…

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Read more about the article Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator
Eglobalis ECXO Ricardo Saltz Gulko

Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator

Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator Originally published on Eglobalis: https://www.eglobalis.com/agentic-ai-and-customer-innovation-why-governance-is-now-the-key-differentiator/ Introduction Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental.…

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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…

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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…

Continue ReadingAI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap