Gartner Expert

Pri Rathnayake

Sr Director Analyst

Pri Rathnayake is a Senior Director Analyst in Gartner Research. He is a member of the Customer Service and Customer Experience Technologies team. His research focus is in the areas of customer service, contact centers, CRM customer engagement center, knowledge management, and self-service support.

Previous experience

Mr. Rathnayake has 30 years' experience in the IT industry including 15 years serving the healthcare and medical devices technology industry as a senior leader, and as a subject matter expert in customer service technologies and strategy.

Professional background

Digital Asset LLC

Head of Global Customer Success and Support

Sparta Systems Inc

Vice President, Global Customer Support

McKesson Technology Solutions

Director, Customer Support

Areas of coverage

Applications and Software Engineering Leaders

Customer Service and Support Technology


B.Sc., Electronics and Telecommunication Engineering, University of Moratuwa

Senior Member - IEEE, IEEE Computer Society (CS), IEEE Society for Social Implications of Technology (SSIT)


Lean Six Sigma

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Top Issues That I Help Clients Address

1How to develop a customer service transformation strategy

2How to create a technology strategy to improve customer service and customer experience outcomes