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Rick Delisi  

Senior Director and Executive Advisor for CEB; Author of the Effortless Experience

As a senior director and executive advisor for CEB, Rick’s intense passion for communications and customer relations is only rivaled by his love of college basketball. When his alma mater Syracuse University isn’t playing, Rick’s attention is focused on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line. He loves speaking to audiences that include members of all corporate departments, as he believes the customer service and communications functions in many companies have been historically underappreciated and undervalued for their strategic potential. Rick believes companies must develop a more refined “stakeholder-centric” communications strategy, based not solely on communicating to people, but rather enabling customers, business partners and employees to communicate more effectively with the company and with each other. Drawing on more than 20 years of experience, Rick tackles these challenges in addition to offering solutions in key topic areas including how to effectively manage social media, building communications strategies to drive measurable business results, enhancing the customer experience while continuing to reduce operating costs and boosting customer loyalty in an increasingly competitive marketplace. As a senior director and co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, Rick and his colleagues Matt Dixon and Nick Toman debunk the age old customer service motto of “dazzling” customers to build brand loyalty. Rather, Rick and his co-authors prove that loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, making the customer’s experience an effortless one. Prior to his work with CEB, Rick spent more than two decades working as a journalist as well as in the airline and tourism industries, specializing in customer communication and public relations strategies. He holds a bachelor’s degree in communications from the S.I. Newhouse School of Public Communication at Syracuse University. A native of Long Island, Rick resides with his family in Ashburn, Va.

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