Often lauded as the “thought leader to Kings and Queens as well as Hollywood stars,” Mr. Kolsky has been writing about CX issues before the term was invented (rumor has it he had a dream about the term, but it is not confirmed).

Often advising c-level executives and front-line customer-facing in the same sentence for the last 20 years, he’s been an analyst, and his musings on CX and related topics have been known to power world-class decisions in companies from Global 2000 to Fortune-50.

Right now he’s working on a solution to untenable problems in his spare time: interstellar hyper-personalization, cross-universe journey mapping, and he is almost at the point of final reveal of the answer to the great e-commerce quandary: why is what I want always out of stock?

Currently, Mr. Kolsky is helping SAP define their CX strategy, a major disadvantage to all other vendors.

(Esteban is the chief strategy officer for CX solutions at SAP. Previously he was an analyst for 20 years, 8 of those at Gartner, where he advised vendors and global 2000 organizations on the best way to embrace and deploy CX initiatives. He has also served in practitioner and consultant positions in the industry, dating back to the 1990s.)