Richard DeLisi

Richard DeLisi

VP, Advisory
Richard DeLisi is VP, Advisory within Gartner's Customer Experience, Customer Service and Communications practices since 2006. In 2018, he was named a Gartner Fellow.
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Tuesday, December 01, 2020 12:45 PM|Tuesday, December 01, 2020 01:30 PM
Navigating New Audience Expectations: Determining When and How to Engage in Contentious Issues

Many organizations are hesitant to "take sides" on contentious societal issues out of a fear of negative backlash. But Gartner research finds that audience response to companies willing to take a stand is significantly more positive than negative. This session will help CMOs:
● Understand new audience expectations for societal issues engagement, as well as how audiences respond to organizations they see taking a stand on a contentious issue, and
● Learn how to analyze engagement with societal issues as a true differentiator, that can lead to great brand connection and customer engagement.

Wednesday, December 02, 2020 03:15 PM|Wednesday, December 02, 2020 04:00 PM
Improving Customer Experience by Improving Employee Experience

This session will reveal brand new Gartner research that demonstrates a clear connection between “how your employees feel about the way they’re being managed” and “how your customers feel about doing business with you.” While hundreds of companies have been working to reduce customer effort, new research has uncovered the critical importance of reducing employee effort as well. In this session, you will learn strategies and techniques that leaders and managers across your company can put into action immediately with your employees—linked directly to a greatly improved customer experience.

Meet the experts face to face.