EST. 2006 • THINKJAR RESEARCH LAB • NEW: CX OUTCOMES FRAMEWORK 2026
CUSTOMER
OBSESSED
BY DESIGN.
I'm Esteban Kolsky — analyst, founder of ThinkJar, and troublemaker-in-chief for bad service. For 25+ years I've helped the world's most ambitious brands turn CRM, service and journey chaos into loyalty, revenue and love. No fluff. Only frameworks that work.
25+Years in CRM & CX
400+Advisory Clients
1.2KKeynotes & Workshops
98%Would Recommend
★ CUSTOMER EXPERIENCE ★ THINKJAR ★ CRM STRATEGY ★ JOURNEY MAPPING ★ SERVICE DESIGN ★ AI AUGMENTATION ★ VOICE OF CUSTOMER ★ ★ CUSTOMER EXPERIENCE ★ THINKJAR ★ CRM STRATEGY ★ JOURNEY MAPPING ★ SERVICE DESIGN ★ AI AUGMENTATION ★ VOICE OF CUSTOMER ★
01 — What I Do
I FIX BROKEN CUSTOMER RELATIONSHIPS
Most companies don't have a technology problem — they have a customer understanding problem. I research, advise and build operating models where every interaction creates value.
01
CX Strategy & Research
ThinkJar independent research, maturity assessments, VoC programs, persona & journey science. From insight to P&L impact.
02
CRM & Service Platforms
Vendor-agnostic selection, implementation rescue, unified agent desktop, knowledge, automation and AI guardrails.
03
Culture & Enablement
Keynotes, masterclasses and advisory retainers that turn support centers into loyalty engines and agents into heroes.
FOUNDER • THINKJAR LLC
ESTEBAN KOLSKY
★ SINCE 2001
02 — ABOUT • THE HUMAN BEHIND THINKJAR
ANALYST. REBEL. CUSTOMER ADVOCATE.
I started ThinkJar in 2006 after leading CRM at eVergance and Gartner because I was tired of tech-first thinking. Customers don't care about your stack — they care if you solve their problem fast, with empathy, and without making them repeat themselves.
Today I work at the intersection of research, strategy and pragmatism: publishing frameworks like Customer Service Value Chain, CCRM (Collaborative CRM), and the 2025-2026 Outcomes-Based CX Model adopted by telcos, banks, retailers, B2B SaaS and public sector teams worldwide.
2026 →Outcomes CX Lab. Launching AI-augmented journey analytics + agentic service playbooks. Advisory for 30+ global brands.
2015-25ThinkJar Scale. 400+ advisory engagements, Gartner & Forrester cited research, top 10 CX influencer every year.
2006Founded ThinkJar. Independent research firm focused 100% on customers, not vendors.
1998-06Gartner / eVergance. Covered CRM, service & support. Built first social CRM frameworks.
25+
YEARS
60K
READERS / MO
4.9★
RATING
03 — Frameworks That Actually Work
FROM JOURNEYS
TO OUTCOMES
★ Most Downloaded 2026
Outcomes-Based Journey Mapping 3.0
Stop mapping touchpoints. Start mapping value. 6-layer model: intent → effort → emotion → outcome → value → memory. Includes Miro + AI prompts.
Service Leaders
Service Value Chain: Reactive → Proactive → Predictive
How top service orgs cut 32% cost while growing CSAT 18pts. Knowledge, automation triage, agent augmentation blueprint.
CCRM
Collaborative CRM
Customers as co-creators. Community + service + product feedback loop that I pioneered.
AI 2026
Augmented Agent Manifesto
AI should make humans more human. Guardrails, copilots, QA automation without losing trust.
04 — INSIGHTS • NEWS & RESEARCH NOTES
LATEST FROM
THE LAB ✎
Unfiltered takes on CX, CRM and service. No vendor pay-to-play. Just data, stories from the field, and what to do Monday morning.
GET THE CX BRIEFING — EVERY FRIDAY, NO SPAM.
Join 60,000+ CX, service and CRM leaders. One email. Three ideas. One action.
05 — Manifesto
CUSTOMERS DON'T WANT DELIGHT. THEY WANT RESOLUTION WITHOUT FRICTION. MAKE IT EASY, MAKE IT HUMAN, MAKE IT COUNT — EVERY SINGLE TIME.
"Esteban doesn't sell software. He tells you the truth about your customers — then gives you the system to fix it. Our NPS went +22 in 9 months."
— VP Customer Experience, Fortune 100 Retailer
"The only analyst who actually answers, actually helps, and actually understands service operations. His AI augmentation model saved us $4.2M."
— Chief Service Officer, Global Telco
06 — WORK WITH ME
LET'S MAKE YOUR CUSTOMERS STAY.
Advisory retainers • CX audits • Keynotes • Workshops • CRM rescue missions. Currently booking Q1-Q2 2026. Response within 24h.
CONTACT CARD
ESTEBAN KOLSKY
◉ ThinkJar LLC
◉ Keynotes Worldwide
◉ Advisory — Remote / Onsite
◉ estebankolsky.com
◉ Keynotes Worldwide
◉ Advisory — Remote / Onsite
◉ estebankolsky.com