Gladly Connect Live 2023
Secure all sessions from this year’s event on-demand now.
Strike a chord with customers
At this year’s Gladly Connect Live, we shared new ways to deepen customer relationships and strengthen brand loyalty for your business with real-world, actionable strategies and fresh industry insights.
Insights from 2023
Hear the valuable takeaways and profound lessons shared by 2023 attendees as they reveal the strategies and knowledge gained to revolutionize their businesses and optimize customer interactions.
Why we attended
Community of peers
Gained exclusive access to CX conversations with trusted commerce brands.
CX best practices
Learned how the world’s most-loved brands turn customer service into customer loyalty.
Metrics that matter
Discovered new ways to tap into unrealized growth in your contact center.
Industry expectations
Learned about commerce trends and how to stay connected to the modern consumer.
Key takeaways
Playbook for action
Walked away with a customized playbook for driving change and action within your CS team.
Customer-led insights
Gained new CX ideas and practical insights from industry-leading brands using Gladly.
Live feedback from peers
Real-time commentary from subject-matter experts, industry leaders, and more.
Real-world use cases
Gained useful applications and strategies to revolutionize your customer experience.
2023 conference agenda
These inspiring individuals took the stage to share their perspectives on today’s consumer landscape and visions for the future of the customer experience.
Winning in the loyalty-driven economy
Today the most-loved brands are not the best at getting new customers — they’re the best at growing loyal customers. In his Gladly Connect Live 2023 keynote, Joseph Ansanelli, CEO of Gladly, discusses how to make customer service your business and put people at the center of every experience.
Joseph Ansanelli
CEO
, Gladly
4 ways to make a customer experience decision
Customer experience should be an everyday decision for everyone in your company — because when you invest in making your customers’ lives easier and better, you’re also investing in your long-term success. In her Gladly Connect Live 2023 keynote, CX expert and bestselling author, Blake Morgan, shares real-world examples and action items that will help you stand out and connect with modern customers.
Blake Morgan
Keynote Speaker
Winning in the loyalty-driven economy
Today the most loved brands are not the best at getting new customers; they’re the best at growing loyal customers. To succeed in a Loyalty-driven economy, companies must focus on creating connection with every great experience, and transform agents into Service Heroes of their brand. Join Joseph Ansanelli, CEO of Gladly, to learn how to make customer service your business, and put people at the center of every experience.
Joseph Ansanelli
CEO at Gladly
Putting the customer first — The key to building long-term loyalty in today's crowded market
Building long-lasting customer loyalty is critical for any business to thrive. But in today’s crowded marketplace, it’s not easy to achieve. In this session, Mara Castro, EVP of Customer Experience at Evolve, shares how to break through and find success by way of trust, transparency, and seamless and personalized experiences that not only meet customer expectations, but exceed them.
Mara Castro
EVP of Customer Experience at Evolve
Navigating the new normal and embracing uncertainty in today’s commerce landscape
Being able to navigate uncertainty and remain adaptable is critical to a business’s success, especially as it relates to customer experiences. Watch this session by Matt Powell, Chief Technology Officer at FTD, which addresses the challenges that brands are facing today, and leave with the tools and strategies you need to continue delivering outstanding customer service in an unpredictable world.
Matt Powell
Chief Technology Officer at FTD
Meeting customers where they are — How to deliver exceptional CS at every touchpoint
Watch as a panel of industry experts discuss their strategies to meet challenges and opportunities that arise when commerce happens everywhere, at any time. They'll touch on empowering customers through always-on service and the importance of seamless transitions between self-service and live conversations through voice, SMS, chat, and more. Plus, you’ll learn how reducing customer effort minimizes the risk of disloyalty and helps customer service teams better impact business outcomes.
Brian Kershon
Director of Global Customer Service at Zenni
Bryan Riter
Director of Customer Care at Deckers Brands
Sienna Hitzeman
Senior Product Manager of Support at Chegg Inc.
The value of community — Introducing the new Connect
At Gladly, we recognize the value that building a network holds to finding success and feeling supported in today's fast-paced and ever-changing business landscape. Listen in as the Lifecycle Marketing Team at Gladly and Jaime Cornell of Farmgirl Flowers share more about what you can gain from joining a community like Gladly Connect, such as world-class content and educational resources, industry insights and best practices, exclusive mentorship opportunities, and so much more.
Jaime Cornell
Manager of Organizational Development & Growth at Farmgirl Flowers
Chris Van Wagoner
Director of Lifecycle and Community at Gladly
From insights to outcomes — How customer feedback and analytics drive real business impact
Uncover useful insights on leveraging customer feedback and analytics to create exceptional customer experiences that drive loyalty in this must-attend breakout session. You'll learn how to collect and analyze feedback effectively, identify critical drivers of customer satisfaction, and implement actionable strategies to improve loyalty, and you'll leave with the tips and tools to leverage these insights to make data-driven CX decisions.
Liis Saar
Senior Director of CX at FabFitFun
Empowering your heroes — Actionable strategies for improving agent efficiency and happiness
Join this breakout to learn best practices around the tools and apps that allow customer service agents to perform common functions quickly, leading to better customer experiences and increased customer loyalty. You'll also learn how to create a supportive work environment that fosters a sense of community and belonging, providing opportunities for recognition, growth, and development among your team. Attend this session to gain practical takeaways and insights that you can apply in your own organization.
Mike Beaubrun
Director, Global Head of Customer Experience at Conde Nast
Unlocking customer behavior — The power of contacts per order
Discover the importance of tracking contacts per order (CPO) as a key metric for understanding customer behavior and optimizing the customer experience. In this session, we’ll share best practices for implementing CPO and using it to identify areas where customers may be encountering challenges or issues. You'll learn how to use the metric to measure progress over time and identify areas for improvement, such as reducing the number of contacts required to complete an order. If you’re looking to gain helpful insights to drive business growth, you won’t want to miss it.
Paul Whitaker
Customer Experience at
The power of connection — How community-building strategies drive agent retention and CX excellence
In a world where customer experience is vital, contact center culture can be a make-or-break factor in retaining high-performing agents. This breakout session will explore creating a culture of engagement within your contact center, specifically focusing on agent retention and training strategies. Learn about non-traditional approaches to keep attrition rates low through hiring practices, community-building strategies, and training programs. Join us to discover actionable insights and spark conversation about how you can foster a culture of engagement within your contact center to drive retention, promote ownership, and build a stronger, more connected team.
Laurie Meacham
Director of Guest Empowerment at Breeze Airways
4 ways to make a customer experience decision
Over the last few years, consumers have re-evaluated more than just what they value in life, looking at existing relationships with brands and making a switch when values don’t align. This is why customer experience should be an everyday decision for everyone in your company — when you invest in making your customers’ lives easier and better, you’re also investing in your long-term success. Join CX expert and bestselling author, Blake Morgan, as she shares real-world examples and action items that will help you stand out and connect with modern customers.
Blake Morgan
Customer Experience Futurist, Advisory Board Member, Bestselling Author, Keynote Speaker at
The direct link between hero happiness and customer satisfaction
If exceptional CX begins with your customer service team, it shouldn’t come as a surprise that the secret to success for your business is happy, supported, and empowered CS employees. Watch as Susan Tynan, Founder and CEO of Framebridge, discusses the power of empathy in customer service and the importance of developing emotional intelligence on your customer service team.
Susan Tynan
Founder and CEO at Framebridge
Improve efficiencies and CX processes as your business scales
The rapid advancements in technology, specifically AI and automation, are transforming the way businesses interact with customers. Listen in as BARK, Inc.’s Chief Technology Officer, Nari Sitaraman, discusses insights and predictions on the future of CX and the role that technology will play, and get ready to learn how you can prepare for these changes and leverage AI and automation to improve your CX.
Nari Sitaraman
Chief Technology Officer at BARK, Inc.
Balancing act — Navigating the intersection of loyalty, efficiency, and customer demands
Handling the need to drive efficiency and build customer loyalty can be a delicate dance for businesses, especially as customer demands continue to evolve. Watch this session as a panel of subscription ecommerce leaders shares valuable insight and practical strategies for understanding and navigating this complex landscape, and learn how changing agent expectations come into play.
Jennifer McTurk
Senior Director of Customer Happiness at Athletic Greens
Julie Suarez
VP of Customer Experience at Honest Paws
Jim Rodden
VP of Customer Experience at MaryRuth Organics
Empowering customer service agents to be heroes of your brand
Did you know that boosting CS agent happiness can lead to better service, higher customer loyalty, and increased revenue? Watch this panel to explore the principles and best practices of radically personal service, and get actionable insights on how to measure happiness among customer service agents from new primary research.
Meredith Klee
Director of Communications and Content at Gladly
Chris Van Wagoner
Director of Lifecycle and Community at Gladly
Speakers and special guests
We’ve gathered an exciting lineup of CX leaders from the world’s most-loved commerce brands to share their experiences, insights, and predictions surrounding customer service.
Joseph Ansanelli
CEO, Gladly
Blake Morgan
Customer Experience Futurist, Advisory Board Member, Bestselling Author, Keynote Speaker,
Mike Beaubrun
Director, Global Head of Customer Experience, Conde Nast
Mara Castro
EVP of Customer Experience, Evolve
Jaime Cornell
Manager of Organizational Development & Growth, Farmgirl Flowers
Sienna Hitzeman
Senior Product Manager of Support, Chegg
Brian Kershon
Director of Global Customer Service, Zenni
Meredith Klee
Director of Communications and Content, Gladly
Jennifer McTurk
Senior Director of Customer Happiness, Athletic Greens
Laurie Meacham
Director of Guest Empowerment, Breeze Airways
Matt Powell
Chief Technology Officer, FTD
Bryan Riter
Director of Customer Care, Deckers Brands
Jim Rodden
VP of Customer Experience, MaryRuth Organics
Liis Saar
Senior Director of CX, FabFitFun
Nari Sitaraman
Chief Technology Officer, BARK, Inc.
Juliana Suarez
VP of Customer Experience, Honest Paws
Susan Tynan
Founder and CEO, Framebridge
Chris Van Wagoner
Director of Lifecycle and Community, Gladly
Paul Whitaker
Customer Experience,
Who attended
Gladly Connect Live 2023 offered a unique opportunity to network with some of the best and brightest in customer service — from CX experts to enthusiasts.
Industry leaders
Leaders from the world’s most-loved retail and commerce brands.
Gladly customers
Brands who have transformed their customer service with Gladly.
Gladly partners
Companies working with Gladly to build a better platform.
Gladly customers
Meet some of the brands using Gladly to build loyalty through radically personal customer service.
Gladly Connect Live 2023 on-demand
Explore on-demand content from previous years for topics that are relevant to your business, whether you’re a customer service leader or simply interested in learning more about the world of customer support.