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Gartner Expert
Pri Rathnayake
Sr Director Analyst
Pri Rathnayake is a Senior Director Analyst in Gartner Research. He is a member of the Customer Service and Customer Experience Technologies team. His research focus is in the areas of customer service, contact centers, CRM customer engagement center, knowledge management, and self-service support.
Previous experience
Mr. Rathnayake has 30 years' experience in the IT industry including 15 years serving the healthcare and medical devices technology industry as a senior leader, and as a subject matter expert in customer service technologies and strategy.
Professional background
Digital Asset LLC
Head of Global Customer Success and Support
Sparta Systems Inc
Vice President, Global Customer Support
McKesson Technology Solutions
Director, Customer Support
Areas of coverage
Applications and Software Engineering Leaders
Customer Service and Support Technology
Education
B.Sc., Electronics and Telecommunication Engineering, University of Moratuwa
Senior Member - IEEE, IEEE Computer Society (CS), IEEE Society for Social Implications of Technology (SSIT)
PMI-PMP
Lean Six Sigma
Top Issues That I Help Clients Address
1How to develop a customer service transformation strategy
2How to create a technology strategy to improve customer service and customer experience outcomes