Gladly Connect Live 2024
Secure all sessions from this year’s event on-demand now.
Thank you to our 2024 speakers
CX, reimagined for today
At this year’s Gladly Connect Live, we embarked on a transformative CX journey to a place where exceptional service and AI enhancements have the power to redefine how customers experience your brand.
CX leaders and practitioners were challenged to shift their mindset away from legacy thinking and empowered to create genuine connections and long-lasting relationships with customers.
Reserve the on-demand Gladly Connect Live sessions today to relive the entire 2024 experience.
Why we attended
Attendees enjoyed a community-building event that transformed their approach to customer experience and inspired new ways to drive business growth.
Explored trends shaping CX
Learned about today’s biggest customer service trends and the ones guiding the future of CX.
Learned from industry visionaries
Heard from trailblazers and subject-matter experts at brands leading the way in customer experience.
Previewed our product roadmap
Shared an exclusive first look at the Gladly innovations that will drive your CX strategy forward.
Key event takeaways
Guests left Gladly Connect Live 2024 feeling inspired and equipped with the tools and ideas needed to supercharge their CX organizations.
Insights and strategies
Walked away with a playbook for driving immediate change on your team and within your business.
Real-world use cases
Found inspiring examples and useful applications from real customer success stories to boost your CX.
Community of peers
Grew your professional network and opened the doors to potential partnerships and new ventures.
Who attended Gladly Connect Live
Industry leaders
Leaders from influential brands who are invested in turning their customer service centers into revenue generators.
Gladly customers
Companies that use Gladly and are looking for fresh insights, best practices, and winning strategies from their peers.
CX enthusiasts
Professionals interested in gaining industry insights and learning more about today’s customer experience trends.
Conference Agenda
Explore the can't-miss topics and speakers from Gladly Connect Live 2024.
Keynote speakers
People-centric customer service in the age of AI
A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.
Joseph Ansanelli
CEO
, Gladly
Seven secrets for consistently delivering ‘wow’ service
Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.
Louie Gravance
Walt Disney Company
People-centric customer service in the age of AI
A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.
Joseph Ansanelli
CEO at Gladly
Leading with CX — A founder's approach to business growth
Join us for a dynamic fireside chat between Allbirds co-founder, Joey Zwillinger, and Gladly CEO, Joseph Ansanelli as they discuss the role of CX and its impact and importance across the business — from finance to ops and product. You’ll hear how Joey views customer service as a true value center for the business, along with strategies to enhance your support organization's performance with emerging technologies like AI. Plus, preview what’s next for Allbirds to see how Joey envisions customer service continuing to drive their company forward.
Joey Zwillinger
Co-Founder at Allbirds
Doing more with less – Scaling your support team without scaling costs
Brands today are walking a tightrope of having to grow the business while being asked to do so with less budget and resources. How can teams effectively scale operations without scaling costs, and how can they maintain a level of connection and personalization with customers as they do it? This panel of CX experts will share how they’re able to increase efficiency without growing costs by consolidating their tech stack and streamlining their team.
John McCahan
Vice President of Customer Care at FTD
Christina Sheehan
Associate Director at Crate&Barrel
Simas Tamosaitis
Director of Sales and Services at SelectBlinds
Crafting authentic customer experiences, from retail to online
Every customer interaction presents an opportunity to cultivate a meaningful relationship, but ensuring authenticity across both digital and physical realms can have its challenges. Join us for a fireside chat with Chief Retail Officer, Kim Heidt, as we uncover how she’s fusing the traditional ethos of customer service with innovation at Tecovas. Drawing from her years of experience at the intersection of retail and digital, Kim will share strategies for building authentic relationships centered around why customers seek assistance, not how to deflect them, how to stay resilient and dedicated to your team and customers even during unforeseen challenges, and more.
Kim Heidt
Chief Retail Officer at Tecovas
Joseph Ansanelli
CEO at Gladly
CX change makers – How to impact innovation across your organization
To meet growing customer expectations and evolving business needs, brands need modern customer service teams that are rooted in innovation. It’s the pivotal role of CX leaders to champion a culture of change by advocating for customer-centric strategies that drive this innovation. Join us for an exclusive event spotlighting the trailblazers paving the way for change across their industries and challenging the status quo within their organizations. By sharing success stories, best practices, and the tangible benefits of customer-focused initiatives, this session will inspire and empower fellow CX leaders to become change agents within their organizations, fostering a new era of customer service.
Mike Beaubrun
Director, Global Head of Customer Experience at Condé Nast
Stephanie Kalch
Senior Director of Customer Service at Samsonite
Leslie Nelson
Senior Director of Digital Client Experience at Holly Hunt
The mindset shift — Preparing support teams for AI
At last year’s Gladly Connect Live, we unveiled our Hero Experience Report uncovering the motivations, challenges, and opportunities for customer service teams. How have these changed in the era of AI? How has the role of the customer service agent changed? Drawing from real-world examples and audience insights on guiding teams through technological shifts, we'll uncover how AI is transforming the agent landscape. Learn from the experiences of Gladly experts and customers as we discuss how to integrate AI into your support team while keeping your agents and consumers happy and engaged.
From tickets to people — The ABCs of implementing Gladly
Embarking on the journey to scale your business is exhilarating, so don’t let implementation weigh you down. In this session, we’ll guide you through every step of the implementation process — from conception to execution — to help you realize the transformative power of shifting from ticket-centric processes to person-focused interactions with Gladly. Uncover how to unlock the ability to see each customer's journey comprehensively and empower agents with a crystal-clear understanding of their history with your brand. (Spoiler alert – it’s easier than you think!).
Unlocking AI – Getting started with Gladly Sidekick
Join us for an AI workshop tailored to CX leaders, where we’ll explore the transformative power of Gladly Sidekick. Discover game-changing strategies and actionable insights from our expert team that will help you harness AI to scale your support team efficiently. From selecting the right AI capabilities to discovering low-lift use cases you can implement today, we’re sharing the Sidekick best practices and practical applications that will unlock the full potential of AI in your organization.
Seven secrets for consistently delivering ‘wow’ service
Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.
Louie Gravance
Former Leader at Walt Disney Company
Reimagining excellence in customer service and adding value to your brand
Through external challenges, evolving customer expectations, technological shifts, and macroeconomic pressures, Nordstrom has remained a benchmark for exceptional customer experiences. Join Jim Gallagher, Vice President of Customer CARE & Fraud, as he shares about Nordstrom’s dedication to crafting effortless and delightful service experiences. Dive into the principles that underpin the company’s customer-centric approach and learn how to transform your CX from a cost center to a value center. From redefining the future of CX to harnessing the power of AI in driving proactive support, Jim’s session promises to inspire and empower organizations to elevate their standards of service.
Jim Gallagher
VP of Customer Care & Fraud at Nordstrom
From theory to practice – AI adoption across real business scenarios
AI is here, and while some brands are considering how it fits into their strategy, others are already hard at work implementing it in their day-to-day. Hear practical strategies and personal experiences from leaders on what prompted their entry into the world of AI — how they approached it within their organizations and how they’ve been applying it across their teams. From discovery to implementation and daily use, we’ll explore how AI is the best sidekick in helping support teams streamline, scale, and grow customer loyalty.
Danny Cox
VP of Guest Experiences at Breeze Airways
Mandi Geary
Director of Customer Care at BSN Sports
Lauren Inman-Semerau
Head of Customer Experience at Rothy’s
Speakers and Special Guests
We 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
Mike Beaubrun
Director, Global Head of Customer Experience, Conde Nast
Danny Cox
VP of Guest Experiences, Breeze Airways
Jim Gallagher
Vice President, Customer Care & Fraud, Nordstrom
Mandi Geary
Director of Customer Care, BSN Sports
Louie Gravance
Former Leader, Walt Disney Company
Kim Heidt
Chief Retail Officer, Tecovas
Lauren Inman-Semerau
Head of Customer Experience, Rothy's
Stephanie Kalch
Senior Director of Customer Service, Samsonite
John McCahan
Vice President of Customer Care, FTD
Leslie Nelson
Senior Director of Digital Client Experience, Holly Hunt
Christina Sheehan
Associate Director, Crate&Barrel
Simas Tamosaitis
Director of Sales and Service, SelectBlinds
Joey Zwillinger
Co-Founder, Allbirds
Watch Gladly Connect Live 2024 On-Demand
Relive all the excitement from this year’s event when you want, where you want. Register today to receive:
The on-demand Gladly Connect Live 2024 sessions
AI insights and best practices to delight customers and support teams
Keynote by Louie Gravance, a former leader at Walt Disney Company
Gladly Connect community membership
Free learning and development resources on a variety of CX topics