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.
