Rick DeLisi
Rick DeLisi is an author, presenter, and Lead Research Analyst at Glia, where he helps companies achieve greater customer loyalty while reducing service operation costs. He is the co-author of two influential books on customer experience: "The Effortless Experience" (which introduced the groundbreaking Customer Effort Score metric) and "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published by Wiley), co-written with Glia CEO Dan Michaeli.
With over 25 years of experience studying customer service and customer experience, including his time as a research analyst at Gartner, Rick specializes in helping banks and credit unions create exceptional customer interactions through intelligent use of AI and digital channels.
Learn more about his work at www.digitalcustomerservicebook.com