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Esteban Kolsky
Works at ThinkJar
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Have them in circles
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Customer Strategist
  • ThinkJar
    2009 - present
  • eVergance
    2008 - 2009
  • KANA
    2008 - 2009
  • Gartner
    2000 - 2008
  • Intraware
    1997 - 2000
  • BDO Seidman
    1996 - 1997
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Esteban Kolsky started his career when, still in high school, taught himself how to program computers and worked as a programmer in a team that created the first hospital records management systems in Argentina.  He spent three years in college and working with his father, a renowned consultant and market researcher, where he learnt the art of crafting surveys.

Esteban graduated from Cal Poly, while supervising computer labs during the school year and doing technical support during the summer.  He completed a Bachelor of Science degree in Computer Information Systems, with minors in Telecommunications and Economics and was included in the Dean’s and President’s list every period.

Following graduation Mr. Kolsky worked with American Management Systems, part of a team deploying a document management system for the State of Arizona.  He followed as a system administrator for Bank of America, running a help-desk and managing the systems for a Foreign Exchange trading floor.  During this time, he was certified by both Microsoft and Novell.

Back to consulting on a technical capacity, Esteban joined BDO Seidman as a Manager, later promoted to Senior Manager, and worked with clients implementing Microsoft solutions, running an outsourced help-desk, and managing a team that built the first Internet application in the Mortgage Insurance industry.

He joined a small startup in the Bay Area as a Systems Engineer, was promoted to manage a team of 12 engineers, and later given the chance to launch a market research business.  Later, he was Director of CRM, responsible for implementing an entire CRM system, end-to-end.

In 2000, he took a leave of absence to start his own company as Chief Technology Officer, designing a point-of-need architecture for customer service.  They completed a proof-of-concept application but the implosion of the Internet market in early 2000 forced the closure.

The next seven and an half years were spent at Gartner, where he created and led the eService agenda, crating the concepts for the Customer Interaction Hub, Collaborative Customer Service, and Enterprise Feedback Management.  He worked with virtually all companies in the Fortune 500 and most of the Global 2000; keynoted conferences and vendor events around the world; presented in more than 60 conferences; was published more than 200 times and quoted in more than 1,500 publications in 23 different languages.  He also appeared in Radio (both national and international) as well as Television. 

As the creator of the EFM concept and a member of the Customer Experience Management team, he saw an opportunity to create a strategic consulting practice in the topic.  He left Gartner to work with eVergance, a consulting firm and wholly owned subsidiary of KANA, but when the plans changed decided to develop the practice individually.

Today Mr. Kolsky is the Founder and Principal at ThinkJar, a research and consulting firm specializing in Customer Experience, CRM, and Feedback Management.  He works with vendors to create go-to market strategies and with organizations leveraging his results-driven, dynamic Customer Experience Management methodology to earn and retain loyal customers.  He continues his research passion in the Social Networking space where he is helping craft the Social CRM (SCRM) market
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