Rick DeLisi is a Senior Director and Executive Advisor with CEB Customer Contact, the world’s leading research and executive education network for customer service professionals, and is co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty.
Based at CEB’s headquarters in Washington, DC, Mr. DeLisi is a noted public speaker and facilitator, who delivers live presentations focusing on topics including; reducing customer effort in resolving service issues, personality-based customer diagnosis techniques and redesigning self-service channels to improve the customer experience. He has hosted live events in over 50 major cities across the globe including New York, London, Sydney, Johannesburg and (his personal favorite) Las Vegas.
Prior to his work with CEB, Rick spent more than a decade in the airline and hospitality industries, specializing in customer communication and public relations strategies. He also has considerable experience in broadcast journalism and TV documentary production. Mr. DeLisi received a BS in Communications from the S.I. Newhouse School of Public Communications at Syracuse University, and is a past winner of several Associated Press broadcast awards for outstanding achievement in news and feature reporting.