Gartner Expert

Richard A 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.

Previous experience

Mr. DeLisi has written more than 20 major studies covering customer experience and Customer Service, including specialties in customer-centric culture and employee experience. He is the co-author of "The Effortless Experience" the global best-seller on the subject of customer loyalty.

Professional background

Independence Air

Head of Communications

Lansdowne Resort/Benchmark Hospitality

Director of Public Relations

Cablevision of Loudoun

Director of Programming

Areas of coverage

Customer Experience

Customer Acquisition and Retention

Service and Support Strategy and Operations

Communications Function and Team Leadership

Education

Bachelor of Science, Communications, S.I. Newhouse School of Public Communications, Syracuse University

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Top Issues That I Help Clients Address

1How to design CX strategies to build customer loyalty

2How to create a more effortless customer service experience

3How to create customer surveys that generate more usable insights

4How to enable an employee culture that leads to customer loyalty

5How to communicate change messages to employees

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