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What is Gladly Connect Live?

Gladly Connect Live is an annual CX event where industry experts, customer service professionals, and leaders from the world’s most influential brands gather to share practical insights, best practices, and winning strategies to deepen customer relationships and strengthen brand loyalty.

Watch Gladly Connect Live 2022 On-Demand

ALL EVENTS
DAY 1

Tue, May 17

DAY 2

Wed, May 22

May 17
9:00 am
CST

The Future of Customer Service is Radically Personal

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Today, customers expect more personal service. To succeed, companies must focus on loyalty –– creating connection with every great experience, and transforming agents into Service Heroes of your brand. Join Gladly's Chief Executive Officer, Joseph Ansanelli, to learn about the future of radically personal service that puts people at the center of customer experience.

Joseph Ansanelli

CEO, Gladly

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May 17
10:05 am
CST

Reinventing "Heritage of Service" for the 21st Century

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Hear from the brand that is synonymous with providing great service. Jim Gallagher, Vice President, Customer Care & Fraud at Nordstrom, shares how they have evolved with the ever-changing retail landscape and customer expectations to continue to provide legendary service to their customers.

Jim Gallagher

Vice President, Customer Care & Fraud, Nordstrom

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May 17
10:40 am
CST

Driving Natural Sales - Shifting Away From a Cost Center

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VP of Customer Care and PMO Kate Showalter believes that if you provide great service, sales will naturally come. Learn how the popular retailer evolved its Customer Service department to drive additional revenue from its Customer Care department.

Kate Showalter

Vice President, Customer Care and Strategic PMO, Crate and Barrel

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May 17
11:15 am
CST

Helping Customers Help Themselves

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Jason Faria, Vice President of Customer Experience at V Shred shares best practices for expanding self-service. Hear the story of his journey of creating an entire customer service team in-house to maximize efficiency.

Jason Faria

Vice President of Customer Experience, V Shred

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May 17
11:50 am
CST

Meeting Customers Where they Are

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Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support team creates customer conversations with a multi-channel approach. Learn how automation can enable more personable service.

Logan Rose

Manager of Customer Advocacy, Framebridge

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May 17
12:25 pm
CST

Matching for Faster Resolution

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Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they prioritize customers based on real-time needs. Learn how they are equipping their service heroes to transform customer service in the airline industry.

Danny Cox

Vice President of Guest Services, Breeze Airways

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May 17
1:00 pm
CST

Empowering Heroes to Take Action

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Lauren Forrest, Director of Customer Experience Engagement, shares how to empower customer service heroes to make them more successful—with engagement, coaching, incentives, and the right technology.

Lauren Forrest

Director of Customer Experience Engagement, Warby Parker

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See Gladly in action

Watch Gladly Connect Live 2023 On-Demand

This year’s event took place virtually and in person in the heart of New Orleans’ lively French Quarter. Reserve the Gladly Connect Live 2023 on-demand sessions to experience the can’t-miss speaker moments and panels from the conference.

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