Rick is the co-author of the new book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (co-authored with Glia CEO Dan Michaeli). He is also the co-author of "The Effortless Experience" and was part of the team that created the Customer Effort Score metric now being used by hundreds of companies worldwide. Prior to joining Glia--the leader in helping FIs reinvent how they serve their customers--he was VP, Advisory with Gartner, specializing in Customer Service and Customer Experience. He also has a background in the airline and hospitality industries.