RICK DELISI has been researching customer service and customer experience for the past two decades. He is the co-author of the best-selling book The Effortless Experience, and has written several pieces that have been published in the Harvard Business Review. Prior to working in customer service research, he was a journalist, winning four Associated Press awards for outstanding feature reporting.

DAN MICHAELI is CEO and co-founder of Glia, the New York–based technology company that has become an industry leader in Digital Customer Service. The Glia platform helps businesses reinvent how they support customers in a digital world. He is an award-winning speaker who has been a contributor to numerous publications, including Forbes.