Gartner Expert

Mr. Quaglietta brings over 25+ years of experience in Customer Service, Support and Customer Experience with a focus on strategy, operations, technology, and process. Most recently, he served as Director of Research & Advisory for Customer Success & Support at TSIA where he advised, benchmarked, and researched on key service and success trends and topics. He previously served as VP of Customer Success for Service at Oracle, where he oversaw a team of customer success managers focused on helping clients optimize their digital, self, and assisted service functions and channels. Prior to that he has held numerous leadership roles in customer service, support, success, consulting, and sales. He has led many strategic transformation projects including those focused on service transformation, customer experience, and digital transformation where he has helped many of the Fortune 500 increase market share, product penetration, and revenue, while balancing the cost of acquisition, expansion, and retention.

TSIA

Director of Research & Advisory, Customer Success & Support

Oracle

Vice President of Customer Success & Value Realization

Genesys

Sr. Director of Customer Experience & Contact Center Consulting