Gladly Connect Live 2023 on demand
Explore what it means to deliver radically personal customer service. Watch the on-demand sessions below to gain practical insights, hear winning CX strategies, and learn how to make lifelong loyal customers.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.