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Ricardo Saltz Gulko

Co-Founder

Ricardo is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience and operations simplification

Ricardo is the Eglobalis, Innovation and Experience Consulting Agency, Managing Director, a global strategist, C-suite adviser, focused on experience and operations simplification, culture transformation, OX, CX, EX transformative design, technology adoption, innovation ignition, and human adaptability.

He’s the ECXO co-founder & initiator, the European Customer Experience Organization, our global association.

He has worked & consulted for numerous global tech companies, such as Oracle, Ericsson, HP, Samsung, SAP, Thyssenkrupp, Amdocs, and VW, as a global executive & strategist. His focus is on customer experience and success, change, and operations experience. He works with global tech companies aiming to transform themselves and is also a keynote speaker.
He holds an MBA at Kellogg Graduate School of Management, IL USA, and Undergraduate studies in IS & Industrial Engineering. He’s a global citizen fluent in five languages and resides in Munich, Bavaria.

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Silvana Buljan

Senior Strategic Advisor - Founding Member and Ambassador – Germany and Spain

Silvana Buljan is the founder and CEO of Buljan&Partners Consulting an internationally recognized expert in Customer Centricity and...

Silvana Buljan is the founder and CEO of Buljan&Partners Consulting an internationally recognized expert in Customer Centricity, Customer Experience, Employee Experience and CRM.

She´s also an ontological executive coach specialized in leadership, talent management and customer-oriented organizational changes. Since 1998 Silvana has actively been involved in customer strategy & transformation projects for leading brands in automotive, air transport, healthcare, industrial manufacturing, financial services, insurance, pharma, retail and technology. Professor, key note speaker, author, mentor, coach, consultant and trainer, she is the guiding light of the Buljan & Partners team and customers!

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Dr. Graham Hill

Senior Advisor and Global Ambassador - Founding Member

Dr. Graham Hill is a partner at customer value management consultancy Optima Partners.
 He has been a management consultant, interim and director with over 30 blue-chip companies.

Dr. Graham Hill is a partner at customer value management consultancy Optima Partners.

He has been a management consultant, interim and director with over 30 blue-chip companies, in 15 different countries, during a consulting career stretching over 30 years. 

Most of his work has involved building complex service systems, directing their implementation and managing the resulting organisational transformation for clients in the financial services, telecoms, transportation and high-tech industries. 

One of the original gurus at CRM Guru, he has been an acknowledged thought leader in customer experience, interaction optimisation and journey orchestration for over a decade.

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Adrian Swinscoe

Global Ambassador - Founding Member
Described as an experimental CX thought leader and visionary, Adrian is a best-selling author, Forbes contributor, speaker, podcaster, investor, and advisor.

Described as an experimental CX thought leader and visionary, Adrian is a best-selling author, Forbes contributor, speaker, podcaster, investor, advisor to companies on all things related to customer and employee experience and aspirant CX Punk. A former economist and teacher, he has been growing and helping develop customer-focused large and small businesses for over 25 years now.

His clients have included Sky, NowTV, Apple, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, Microsoft, Pearson and Costa Coffee to name but a few.

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Antonio Grasso

Ambassador - Italy - Founding Member

Founder and CEO of Italian startup Digital Business Innovation Srl, Antonio is regarded as one of the top Digital Transformation influencers...

Founder and CEO of Italian startup Digital Business Innovation Srl, Antonio is regarded as one of the top Digital Transformation influencers on artificial intelligence, cybersecurity, digital transformation, the Internet of Things, and blockchain.

He is an advisor, and enterprise and public sector consultant, and mentor to numerous startups. He is currently collaborating with Siemens, Intel, The European Commission, Atos, Cisco, Ericsson, IBM, Talend, Huawei, Automation Anywhere, Oracle, Splunk, HPE, ASG tech, and many others as Content Advisor, B2B Influencer, Author, and Software Innovator.
He is a Global Juror for the United Nations’ SDGs – Global Entreps Award,

Antonio is an Accredited and Qualified Global Mentor for Startups and Scaleups by the World Business Angels Investment Forum.

His ethical vision regarding digital transformation has seen him active on numerous social channels, all dedicated to spreading knowledge, most notably to developing countries. Antonio aims to help spread the concept of digital transformation, and he actively engages on social media to bring the latest content on new, emerging technologies and their uses to secure a better future.

Antonio Grasso has over 37 years of experience handling numerous projects in the field of information technology for both enterprise and public sectors. He believes that digital transformation is a digital evolution process that involves many aspects, and technology is only a component of the puzzle. For him, the biggest hurdle is a cultural change, and a strategic approach to face this epochal change is paramount.

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Alan Pennington

Ambassador - UK - Founding Member

Recognised as one of the global experts in the field of customer and employee experience strategy, mapping and design.

Recognised as one of the global experts in the field of customer and employee experience strategy, mapping and design, Alan is a best-selling author, Non-Executive Director, a Customer Experience Special Advisor to selected listed companies and to one of the top 4 Global Consulting Businesses as well as a coach, mentor and trainer. He co-founded Mulberry Consulting in 2003 building the business into the number one Customer Experience consultancy globally. The business was sold in 2014.

He has been responsible for the design and deployment of customer experience programmes in large service and B2B organisations for over 25 years, clients have included Citibank Cards, Emirates Airlines, UPS, Aon, Aviva, Reed Elsevier, British Council, Mazda and Merrill Lynch.

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Michael Brandt

Ambassador - DACH - Founding Member

Michael is a CX Strategist with many years under his belt implementing CX programs in global multi-cultural organizations.

Michael is a CX Strategist with many years under his belt implementing CX programs in global multi-cultural organizations. With over 25 years’ experience in B2B customer-facing operations, he was most recently responsible for Process Excellence in Customer Care across the ABB Group’s worldwide network from 2012 – 2020. His focus areas are Voice of Customer, Complaint Management and Customer Journey Mapping. Apart from being a Certified Customer Experience Professional, Michael also has qualifications in Lean 6 Sigma, NPS 2, and Risk Management.

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Enrique Gomez Alonso

Ambassador - Spain and Portugal - Founding Member

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

Enrique is a Director in Medallia’s XP (CX & EX) Consulting Team and an Insurance and Telco Industries Expert. He is a C-Level professional with more than 25 years of experience driving organizational success and leading the development and implementation of high impact transformation projects. Enrique has led the customer transformation in Spain for two of the biggest multinationals in Europe, first as Head of CX at Vodafone Spain and later as Chief Customer Officer in Zurich Insurance Spain.

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Vincent Placer

Ambassador - France - Founding Member

Vincent is Managing Director of Colorado Group, a Paris-based agency that helps companies both design & improve their customer experience.

Vincent is Managing Director of Colorado Group, a Paris-based agency that helps companies both design & improve their customer experience and define & manage their VoC programs through a SaaS platform. Passionate about customer behavior, Vincent has successively been a researcher in decision sciences, a client marketing executive in the telecom industry and a partner in CX consulting.

He is a regular speaker at professional conferences and in customer experience and customer relationship journals.

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Jeff Sheehan

Ambassador - Ireland - Founding Member

Jeff is Customer Experience (CX) design advisor at KBC Bank in Ireland and an author. A customer-focused cross-functional leader with extensive accomplishments in B2B and B2C.

Jeff is Customer Experience (CX) design advisor at KBC Bank in Ireland and an author. A customer-focused cross-functional leader with extensive accomplishments in B2B and B2C client-facing customer experience (CX) management, he is steeped in a customer service delivery, operations and consultative service sales background and thrives on customer engagement.

He loves to add value by bringing the voice of the customer into the business, collaborating with cross-functional stakeholders, evangelizing a customer-first culture and aligning people, process and technology to design, sell, deliver and support amazing customer experiences.

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Joanna Carr

Ambassador - Norway - Founding Member

Joanna Carr is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway.

Joanna Carr is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. Joanna is a dedicated CX professional committed to continuous development both for herself and for CX as a business methodology. So much so that Joanna, together with Allegro, has just been granted funds to research CX and develop a scalable business model suitable for the Norwegian culture.

Originally from England, Joanna has worked in various industries both within customer-facing and head office roles and has expertise in customer experience strategizing, service design, emotional intelligence in the workplace, coaching, customer service training and speaking.

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Danny Peters

Ambassador - The Netherlands - Founding Member

Danny is a certified Customer Experience expert and co-founder of Milkymap, a SaaS platform for visualising, presenting and sharing Customer Journey Maps connected to a holistic CX Life Cycle Model.

Danny is a certified Customer Experience expert, specialised in Customer Journey Mapping and Customer Research. He started a CX network in 2013 in The Netherlands, organising events and meetups. With a contact center background from 1998 to 2010, he entered the CX world in 2011 with his own consultancy agency, delivering workshops and projects for Customer Journey Mapping and customer process improvement.

In 2017 he co-founded Milkymap, a SaaS platform for visualising, presenting and sharing Customer Journey Maps, connected to a holistic CX Life Cycle Model, which is now used in more that 140 countries and has thousands of users that improve CX in their daily life.

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Sue Nabeth-Moore

Ambassador - France - Founding Member

Sue is the founder of Success Track Enterprise, a CS advisory and coaching company, and a passionate and active evangelist of customer success (CS) in Europe.

Sue is a passionate and active evangelist of customer success (CS) in Europe. Sue is the founder of Success Track Enterprise, a CS advisory and coaching company as well as the co-founder of Customer Success Mastermind/Success Chain, an ongoing CS training and career development program which helps CS/CX practitioners and customers to acquire new skill sets to grow together.

She organizes CS meetups in Paris (previously also in Lisbon) and co-founded the first French-speaking CS event, Engage Paris. She is a regular speaker and moderator at CS events.

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Neil Davey

Honorary Ambassador - Founding Member

Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers.

Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.

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Annika Björck

Ambassador - DACH - Founding Member

Supporting CX professionals and C-level to be more successful by driving customer centric change is my zone of passion.

Supporting CX professionals and C-level to be more successful by driving customer centric change is my zone of passion.

Feeling where an organisation is at and putting together the right CX strategy is my zone of genius.

As a mentor I stay in the background because I know that change has to come from inside of an organisation to be successful and long-lasting.

I bring together CX and business performance because I don't believe in flying blind.

I fight for respecting the needs of small and big humans because I firmly believe, that communicating at needs level is the zone for true understanding.
 

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Tue Søttrup

Ambassador - Denmark - Founding Member

Tue Søttrup has been delivering excellent customer service for more than 20 years and is currently Chief CX Evangelist at Dixa.

Tue Søttrup has been delivering excellent customer service for more than 20 years and is currently Chief CX Evangelist at Dixa where he's carefully nurturing a small bonsai tree called GenZen.

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Olivier Saint-Léger

Ambassador - France - Founding Member

For 20 years, Olivier worked in the largest specialized French press groups. In the early 90s he specialized in NTIC...

For 20 years, Olivier worked in the largest specialized French press groups. In the early 90s he specialized in NTIC by creating the first French section exclusively devoted to the Internet. Between 1993 and 2000 he wrote and translated several books, founded a web agency and a press agency, and launched the first French Internet magazine (Web // Master), followed a few years later by .Netpro. In 2006, he changed careers to join the DDB group where he set up the influence offer at Ketchum Paris.

He manages digital operations for clients such as Adobe, Symantec, La Marine Nationale, Kodak, SOS Village or the CNAM. He currently runs neuromass, a digital influence, marketing and content production agency.

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Harald Henn

Ambassador - Germany - Founding Member

Harald Henn is managing partner of Marketing Resultant GmbH in Mainz, Germany. Marketing Resultant sees itself as a navigator for digital customer service and customer experience.

Harald Henn is managing partner of Marketing Resultant GmbH in Mainz, Germany.

Marketing Resultant sees itself as a navigator for digital customer service and customer experience, providing customers with orientation in a complex service world and guiding them safely to their destination.  Marketing Resultant supports clients in strategy, process, organization and technology issues with a profound understanding and many years of experience.

Together with Prof. Nils Hafner from the Lucerne University of Applied Sciences and Arts, Harald Henn has developed the CEX Trendradar. A maturity model, which is highly recognized in expert circles as an orientation for those responsible for customer experience.

He organizes the CX-DIALOG, a virtual conference on customer experience, is the publisher of several ebooks on customer service and contact centers, and is a sought-after speaker at numerous virtual events.

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Christopher Brooks

Ambassador - UK - Founding Member

Previously as lead at Lexden CX and now leading the award winning international customer experience advisory and technology solution practice Clientship CX.

Previously as lead at Lexden CX and now leading the award winning international customer experience advisory and technology solution practice Clientship CX, Christopher has always pursued a ‘customer purpose’ approach to customer centricity.

In addition to helping clients across all sectors and geographies on improving the success of their commitment to customer centricity, Christopher leads a few other knowledge sharing and development initiatives in the industry: the CX Superheroes podcast series, CX Shed Talks and the Customer Experience World Games.

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Jamie Haughey

Ambassador - The Netherlands - Founding Member

We enable organisations to retain their customers, increase revenue growth, predict & eliminate churn, reduce costs and improve overall customer experience.

We enable organisations to retain their customers, increase revenue growth, predict & eliminate churn, reduce costs and improve overall customer experience. We are the world's only solution proving the ROI of Customer Experience allowing companies like DHL, Electrolux or AB InBev to monetize the use of Net Promoter across their business which results in millions of revenue change.

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Mads Fosselius

Ambassador - Denmark - Founding Member

I’m passionate about building companies and software that empower customers and businesses to build stronger bonds - much like the connection between friends.

I’m passionate about building companies and software that empower customers and businesses to build stronger bonds - much like the connection between friends.

I believe that the future of customer service is build by a strong bond between companies and their customers, and I want to create a world in which every customer and customer service employee feels appreciated.

I imagine a world where everyone - employees, customers, business partners - treat each other as friends. To the benefit of businesses, their employees and customers everywhere.
 

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Lisa Rottmann

Ambassador - Spain and Germany - Founding Member

I am a customer experience specialist with business and technical background and I have been working in different countries for the past 13 years.

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Chiara Scortegagna

Ambassador - Italy - Founding Member

Chiara is the Principal and Founder of AdHocRetail, a training and consulting company she established in Italy in 2007.

Chiara is the Principal and Founder of AdHocRetail, a training and consulting company she established in Italy in 2007. A passionate and committed sportswoman, she has a love for performance and people development and nothing motivates her more than seeing people achieve excellent results. Customer experience has always been a dominant theme in her business world. In December 2020, she achieved the Certificate of CX expert. 

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Chris Ward

Honorary Ambassador - Founding Member

Chris is the Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist.

Chris is the Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.

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Jonathan Daniels

Ambassador - Benelux - Founding Member

Jonathan is a Customer Experience pioneer, focused on advancing the discipline and supporting the community.

Jonathan is a Customer Experience pioneer, focused on advancing the discipline and supporting the community. His recent book The Customer Experience Playbook offers a framework for Customer Experience Governance (CX CENTRIC), as well as four step process for leading Customer Centric Transformations (ICON).

He runs CX Centric, a firm offering training and coaching on CX. He is the founder and director of CX Brussels, a networking platform for Customer Experience Professionals and also runs a monthly global interactive CX Discussion: CX Centric Conversation.

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Tom Watts

Technical advisor, Design and Development - Founding Member

Based in Brighton, UK but working across the globe Tom specializes in all forms of print and online design, video, production, web development, IT training and strategy.

Based in Brighton, UK but working across the globe Tom specializes in all forms of print and online design, video, production, web development, IT training and strategy.

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Dave Sims

Technical advisor, Design and Development - Founding Member

With over 22 years experience in web development Dave is passionate about providing clients personalized service and solutions tailored to their needs.

With over 22 years experience in web development Dave is passionate about providing clients personalized service and solutions tailored to their needs. A lifelong fascination and curiosity with computers led to him my starting as a professional web developer in 2002. He started building basic html sites with flash and javascript at first and then began learning PHP and MySQL to develop wordpress sites. While continuing those disciplines he is now learning Node.js and MongoDB to create web apps for next-gen sites.

Instead of offering out of the box answers, Dave thinks strategically about the business problems he is presented and what would serve it best. No website is the same and no solution is the same either. Dave is based in Atlanta, GA USA and serves clients around the world.

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