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Gartner Expert
Pri Rathnayake
Sr Director Analyst
Pri Rathnayake is a Senior Director Analyst at Gartner Research and a member of the Customer Service and Customer Experience Technologies team. His research is focused on the technology areas of customer service CRM, also known as CRM Customer Engagement Center (CEC), contact centers, customer service knowledge management, AI applications in customer service, and customer service technology architecture.
Previous experience
Mr. Rathnayake has over 30 years' senior leadership experience in engineering, product, strategy, service & support and people management. His technology leadership expertise spans many industries including financial services, manufacturing, and 15 years serving the healthcare and medical devices industries. He has subject matter expertise in technology evolution and innovation, product vision and strategy, tech architecture, and customer service technologies.
Professional background
Digital Asset LLC, Head of Global Customer Success and Support, 2 years
Fujifilm Medical Systems USA Inc., Head of Operations, 2 years
McKesson Technology Solutions, Director, Customer Support, 12 years
Sparta Systems Inc, Vice President, Global Customer Support, 2 years
Unisys, Senior Systems Engineer, 9 years
Areas of coverage
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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
How to develop a customer service technology architecture
AI applications in customer service
AI-powered knowledge management for customer service
CRM Customer Engagement Center (technology innovations, evaluation, selection only.)
Contact Center as a Service (technology innovations, evaluation, selection only.)