Rick De Lisi
About Rick De Lisi
Rick De Lisi is an author and lead research analyst at Glia, where he has worked since 2021. He co-authored the book 'Digital Customer Service: Transforming Customer Experience for an On-Screen World,' which was recognized by Forbes as one of the Top 10 Business Books of 2021.
Work at Glia
Rick De Lisi has been serving as the Author and Lead Research Analyst at Glia since 2021. In this role, he focuses on the intersection of customer service technology and psychology, contributing to the company's mission of enhancing digital customer experiences. His work involves facilitating live conversations on customers' screens, which aids companies in achieving digital transformation in their customer service strategies.
Education and Expertise
Rick De Lisi earned a Bachelor of Science degree in Communications from Syracuse University, where he studied from 1976 to 1980. His educational background provides a foundation for his expertise in customer service technology and communication strategies. This knowledge is reflected in his writing and research, particularly in his analysis of the evolution of customer service from the 1980s to the present.
Background
Before joining Glia, Rick De Lisi held significant positions in the customer service and communications sectors. He worked at CEB/Gartner as VP Advisory and Gartner Fellow for 14 years, from 2006 to 2020, in the Washington D.C. Metro Area. Prior to that, he served as Director of Corporate Communications at Independence Air from 1998 to 2006. These roles have equipped him with extensive knowledge and experience in customer service and corporate communications.
Achievements
Rick De Lisi co-authored the book 'Digital Customer Service: Transforming Customer Experience for an On-Screen World' with Glia CEO Dan Michaeli. This book was recognized by Forbes as one of the Top 10 Business Books of 2021. In his writing, he explores the evolution of customer service technology and psychology, highlighting the changes that have occurred in the digital-first world.