Gladly

09/05/2024

Don't get FOMO; while others are upgrading, you could be falling behind → https://bit.ly/4ef62GH

Outdated systems can hurt productivity and frustrate customers. Join our webinar, "From Frustration to Innovation: Moving Beyond Zendesk," with Theresa Do 🏳️‍🌈, Gladly's Manager of Solutions Consulting, on September 19th at noon PDT to discover how switching from legacy platforms like Zendesk to Gladly can transform your CX.

Learn how you can:

• Increase customer self-service by up to 60%
• Reduce order-to-contact ratio by up to 29%
• Increase first call resolution by up to 87%
• And more!

Don't miss out — secure your spot now → https://bit.ly/4ef62GH

05/09/2024

Word on the street is that tickets are a thing of the past.

03/27/2024

Gladly Connect Live 2024 has officially wrapped! 🎉

What a fantastic community-building experience this has been — a HUGE thank you to our speakers, sponsors, customers, and attendees. Thank you for being continuously engaged and curious about elevating radically personal service.

And with that, drumroll, please —

🥁 🥁 🥁

Mark your calendars for Gladly Connect Live 2025 on March 10-12, 2025!

Register now to secure your spot and be among the first to know about the location and theme →https://bit.ly/3TCUjsv

03/27/2024

Cheers to wrapping up Day 1 of Gladly Connect Live 2024! 👏🎉

We look forward to seeing you all tomorrow for more engaging discussions and knowledge sharing. 💚

(Peep our customer-obsessed airbrush tattoo station! If you're eager for more insights and strategies to create irrational, tattoo-worthy loyalty with your customers, register for Day 2 → https://bit.ly/49U49wZ

03/26/2024

Missed the first sessions of ? Here's a quick recap 👇

Gladly CEO Joseph Ansanelli kicked off the event with a dynamic entrance, discussing four critical strategies for fostering irrational loyalty via customer service in the era of :

1️⃣ Place customers at the center of customer service
2️⃣ Layer customer service with AI
3️⃣ Harness the best of both assisted and self-service
4️⃣ Unify everything into a single lifelong conversation

Later, Joseph Zwillinger, co-founder of Allbirds, joined Joseph for a fireside chat. Some notable highlights:

⬥ On how Joey thinks consumer patterns will change in the next ten years: "There is a significant demand for personalized communication...before AI, that was already trending, but now this demand is going at hyper speed. People expect something far more personalized at every customer touchpoint — whether it's email, SMS, or agents. If you're not giving relevant answers, people will think you don't understand them and will go elsewhere."

⬥ Advice he'd give on how to talk to a CEO about : "Think about the cost, productivity, and value creation. The way I look at it — productivity is table stakes. If you're leading CX functions but not driving productivity every year, it's a miss."

Up next — panels featuring leaders from Crate and Barrel, FTD Flowers, SelectBlinds, and more → https://bit.ly/49U49wZ

03/26/2024

Welcome to Day 1 of Gladly Connect Live 2024! 💚

We're just under an hour away from showtime and can't wait to show you what we have in store. There's still time to catch the action virtually — register here → https://bit.ly/49U49wZ

Meanwhile, here's a glimpse of what's happening in Scottsdale, Arizona — peep the fantastic Swag Room showcasing products and services from the world's most-loved brands and the Community Lounge serving up delicious coffee and CX insights. 😍

03/21/2024

“Each time a woman stands up for herself, without knowing it possibly, without claiming it, she stands up for all women.” — Maya Angelou

👆This quote resonates with CX Challenger Whitnee Hawthorne — who previously held executive roles at companies like HBO, JetBlue, and Navan before focusing on her own business, The Savvy Working Mom — for a couple of reasons:

⬥ She's faced imposter syndrome due to her treatment in the workplace. "It's really important to see people like you in positions of leadership, and when you don't, it can leave you feeling like you might not belong. But what I've found is that if you're the first, it means, "I'm not an imposter; I'm a trailblazer."

⬥ With few female executive role models while growing up, she's driven to change the narrative. "I see my role not only as an opportunity to propel customer experience initiatives forward but also as a platform to inspire and empower other people who look like me to know that this is possible for them."

Learn more → https://bit.ly/43qYSuu

Gain insights from Whitnee Hawthorne as she shares her journey to CX leadership and emphasizes the importance of building a diverse support center for optimal customer experiences.

03/13/2024

Lauren Inman-Semerau, Head of Customer Experience at Rothy's, is a "shoe"-in for the title of CX Challenger — here’s why:

✅ Constantly seeks innovation
✅ Is unapologetically outspoken about being customer-centric
✅ Values employee & frontline ambassador input above all else

Rothys’ dedication to comfort and lightness extends beyond footwear; Lauren also ensures they’re committed to infusing that same effortless vibe into their support workflows by streamlining support channels to help their customer service heroes be more efficient and their customers get the help 24/7.

Join Lauren and fellow CX leaders in the Gladly Connect Community to network, stay ahead of the latest trends, and access exclusive events, learning courses, and mentorship opportunities → https://bit.ly/43c8rxl

03/08/2024

For Women's History Month, we're spotlighting exceptional women who have challenged the status quo and played a pivotal role in reshaping the customer experience landscape — aka, CX Challengers.

First up is Jaime Cornell, Senior Organizational Development Manager at Lodge Cast Iron, who brings a wealth of CX expertise from her prior roles at lululemon and Farmgirl Flowers.

"I believe that our CX workforce is filled with motivated, customer-centric employees who would thrive with more opportunities for career growth. Their direct experience working with a range of customers provides invaluable insights that, if harnessed collaboratively and consistently, could inform broader strategic org-wide decisions."

Now THAT'S a CX Challenger — a leader who encourages growth, learning, and connection, and we admire and support that 1000%. 👏 👏 👏

Join Jaime and other CX leaders in the Gladly Connect Community by signing up for free here → https://bit.ly/4cj3lUm

03/06/2024

Don't miss out on the event of the year — Gladly Connect Live 2024 is less than a month away!

You’ll get exclusive access to engaging keynotes and panels on today’s most pressing topics — like how to deliver people-centered support in the age of and scaling your business without scaling costs — and an opportunity to hear from inspiring leaders at some of the world’s most loved brands.

Secure your spot for in-person or virtual attendance before it's too late → https://bit.ly/49U49wZ

02/27/2024

Don’t miss out as Kim Heidt, Chief Retail Officer at Tecovas takes the stage with Gladly CEO Joseph Ansanelli at Gladly Connect Live 2024.

Kim will draw from her extensive experience at the intersection of retail and digital to explore strategies for seamlessly blending traditional customer service with innovation, fostering authentic relationships, and much more.

Spots are filling up — register now for Gladly Connect Live 2024 to hear from Kim and other CX visionaries →
https://bit.ly/49U49wZ

02/21/2024

You may recognize Louie Gravnce as "the guy who can make the Disney service concepts actually work outside of Disney."

After twenty-five years crafting live entertainment experiences and customer service training programs at the Walt Disney Company, Louie found continued success as a consultant, customer service speaker, corporate culture expert, and author.

Hear from Louie as he previews what's in store for his Gladly Connect Live 2024 keynote speech on March 27.

(Hint: He'll unveil 7 secrets to blend hi-touch and hi-tech customer service to create something truly magical. ✨)

Excited to be speaking for GLADLY!

02/15/2024

Brands today are walking a tightrope of growing the business while being asked to do so with less budget and resources.

It's a daunting task, but these three CX leaders — John McCahan, Vice President of Customer Care at FTD Flowers; Christina Sheehan, Associate Director of Workforce Analytics & VOC for Customer Care at Crate and Barrel; and Simas Tamosaitis, Director of Sales & Services at SelectBlinds — have successfully scaled operations without raising costs. Moreover, they've strengthened connections and personalized customer interactions along the way.

Register for Gladly Connect Live 2024 to hear from John, Christina, and Simas and uncover game-changing strategies to boost your support team's efficiency without breaking the bank.
→ https://bit.ly/3SyYsOW

02/14/2024

02/12/2024

Jim Gallagher, Nordstrom's Vice President of Customer Care & Fraud, adds to our stellar lineup of Gladly Connect Live 2024 speakers.

With over 20 years of experience supporting small businesses and large enterprises in cultivating lifelong loyal fans, Jim now oversees 1,000+ agents across Nordstrom's multi-channel experiences.

Make sure to see Jim as he takes the Gladly Connect Live stage to share how Nordstrom has become synonymous with exceptional customer service. → https://bit.ly/3SyYsOW

02/08/2024

We're ✨thrilled✨ to welcome a distinguished group of customer experience leaders to the Gladly Connect Live stage for our Change Makers panel —Mike Beaubrun, Director and Global Head of Customer Experience at Condé Nast; Stephanie Kalch, Senior Director of Customer Service at Samsonite; and Leslie Nelson, Senior Director of Digital Client Experience at HOLLY HUNT Design. 💥

To say we're excited to hear from these CX trailblazers is an understatement. They'll be sharing how they're driving change across their industries and shaking up the status quo within their organizations.

Spots are filling up — register now for Gladly Connect Live 2024 to catch these speakers and more → https://bit.ly/3SyYsOW

02/06/2024

The future of customer service is here.

It's about embracing the latest technology while keeping human connections at the core of every interaction.

And it's knowing that the customer experience can extend beyond simply loving a product:

"When customers love your brand, they purchase more frequently, have higher average order values, and are more likely to tell other people about their great experience with the brand. The customer experience doesn't have to be limited to just 'I love this product' but can also include 'I had a great experience with the brand, including customer service.'"

Tune into The Modern Customer Podcast's latest episode with futurist and bestselling author Blake Morgan and Gladly CMO Jason Finkelstein as they discuss strategies for building modern customer service teams in the age of AI → https://bit.ly/3SOsvlU

Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization.

01/30/2024

Join us in welcoming Joseph Zwillinger, Co-Founder and CEO of Allbirds, as a speaker at this year's Gladly Connect Live! 👏 💚

Joey, along with Tim Brown, founded Allbirds in 2016 with a vision to create a business that not only prioritizes consumer satisfaction but also champions sustainability.

Today, Joey continues to lead Allbirds with a commitment to excellence, ensuring every customer receives the highest quality experience. We can't wait to hear his invaluable insights, which have played a pivotal role in shaping Allbirds into one of the world's most-loved brands.

Check out the Gladly Connect Live speaker list to see who else will take the stage at this year's event — and don't forget to register → https://bit.ly/3SyYsOW