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Author Spotlight

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Rick DeLisi Lead Research Analyst, Glia

Rick is a seasoned author and researcher who has been studying the science of customer interactions for over two decades. He is a noted speaker, having co-authored “The Effortless Experience” and “Digital Customer Service” (with Glia CEO and Co-Founder Dan Michaeli). 


Blog, Perspectives
November 18, 2025
Beyond Bots: 3 Ways AI Helps Contact Center Agents Build Real Connections on Digital Banking Platforms
When most people think about artificial intelligence (AI) in the contact center, a few familiar them...
Blog, Perspectives
October 7, 2025
Personalized Banking in Action: How AI Helps Anticipate User Needs
Beyond Selling: Personalization That Anticipates and Serves When you think about “personalizat...
Blog, Perspectives
July 18, 2025
AI-Powered Digital Banking Solutions: Built for Both Efficiency and Experience
Discover how modern banks and credit unions are scaling their customer service efforts smarter, whil...
Personalized Banking Starts With Understanding User Needs
Blog, Perspectives
April 23, 2025
The Secret to Winning at Personalized Banking? Personalize to Your Users’ Specific Needs
Personalized banking isn’t personal, unless it’s based on real user needs Just about every company h...
Blog, Perspectives
February 25, 2025
How Digital Innovation is Reshaping Consumer Banking Solutions at Heartland Credit Union
Re-Thinking Your Contact Center Operations Benefits Account Holders and Employees It’s rare in life ...
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