Gladly Connect Live 2024 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 and AI strategies, and learn how to make lifelong loyal customers.
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.
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.
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.
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.
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.
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.
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.
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.