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
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