Gladly Connect Virtual 2025
On May 28, 2025, the leading AI customer service conference streams directly to you.
Better together: When humans and AI click
After our successful Nashville event, Gladly Connect Virtual comes to you. Join us to discover:
AI strategies your team and customers will embrace
Revenue models that transform service into a growth engine
Success stories from brands that abandoned the ticket-first mindset
Real examples of seamless AI-to-human handoffs
Cross-industry approaches for unique service challenges
Why attend Gladly Connect Virtual 2025?
See the future in action
Discover how leading brands balance AI and human strengths to create experiences customers love.
Get practical AI guidance
Walk away with clear frameworks for implementing AI without creating customer friction or team resistance.
AI-powered growth strategies
Learn advanced optimization techniques that transform service interactions into measurable business results.
Who attends Gladly Connect Virtual?
Customer service experts
Forward-thinking customer service leaders at top brands who are transforming customer experiences and reshaping what’s possible with AI
Gladly customers
Companies using Gladly who are hungry for fresh insights, best practices, and winning strategies from peers at the forefront of CX
Retail and travel leaders
Industry pioneers revealing strategies that drive exceptional customer service outcomes
A glimpse of what's to come
Our one-day virtual event explores three powerful principles changing customer service, backed by real-world success stories:
Better together
Discover how leading brands use AI to handle routine tasks while teams focus on building relationships. See real examples of AI and humans working together, each playing to their strengths to create exceptional experiences.
Building lasting relationships
Learn how innovative companies build continuous customer relationships that improve over time. See how to create seamless handoffs that build trust and deliver those "they remember me!" moments that customers love.
The right touch at the right time
Get a practical blueprint for deciding what AI should handle and what should stay with your team. Learn how to create clear handoff points that turn fragmented journeys into cohesive experiences customers rave about.
Plus: Real results, real stories
Hear directly from companies like yours about their journeys—challenges faced, solutions found, and measurable impact on satisfaction and revenue.
Gladly Connect Virtual 2025: Agenda at a glance
Explore the standout speakers and game-changing sessions from our virtual event.
May 28
10:45 am
Voice AI done right - a practical guide
Voice remains the highest-stakes customer channel—get it right, and you build loyalty; get it wrong, and you create frustration. This technical session cuts through the complexity of Voice AI to show you what actually works in real customer environments. See Gladly Sidekick Voice in action, learn the critical decision points in implementation, and understand how to measure success beyond just call deflection. Rather than dwelling on theory, we'll focus on practical strategies that drive results—identifying your best use cases, preparing your team for success, and creating experiences that both agents and customers will embrace.
Dan Zhang
Staff Product Manager at Gladly
May 28
10:45 am
Training AI like an agent
Join Lauren Inman-Semerau, the Head of Customer Experience at Rothy’s, as she walks through the practical steps of planning, training, and growing your AI program from initial goal-setting through measuring success. Learn how thoughtful setup enables measurement, how treating AI as a new team member rather than just a tool is key to Rothy’s approach, and how using AI implementation can be an opportunity to develop your customer service team’s careers as well as a cost savings journey. You'll leave with a playbook on how to implement an AI program that drives efficiency while maintaining quality, including real examples of how Rothy's achieved consistent SLAs and managed peak seasons without additional hiring.
Lauren Inman-Semerau
Head of Customer Experience at Rothy's
May 28
10:45 am
Competitive edge: how diverse industries turn service into success
In this fast-paced session, service leaders from diverse industries share their Gladly implementation stories in quick, focused lightning talks. Each speaker will walk through a specific challenge, how they Gladly to addressed it, and the outcomes they've achieved. From media and publishing to pet subscription services to airline travel, you'll hear how different business models require different approaches to creating seamless experiences. Walk away with practical insights and fresh ideas from outside your industry that you can adapt to your specific customer service challenges—all delivered in an engaging, rapid-fire format.
Mike Beaubrun
Director, Global Head of Customer Experience at Conde Nast
Laurie Meacham
Director of Guest Experience at Breeze Airways
May 28
11:20 am
Gladly optimization: quick wins for immediate platform performance
Take your Gladly instance from functional to exceptional with a practical "tune-up" that delivers immediate results. Even seasoned users can miss critical optimization opportunities hiding in plain sight. This breakout session reveals the top configuration adjustments you can implement yourself—no PS engagement required—to dramatically improve efficiency and performance. We'll cover conversation workflow settings, inbox organization best practices, topic review strategies, and common "Frankenstein" configurations to avoid. Learn how to evaluate your current setup against Gladly best practices and walk away with a 10-hour action plan for transforming your implementation. Perfect for teams who want quick wins without major investments.
Franklyn Carr
Director, Implementation Services at Gladly
May 28
11:20 am
AI implementation roadmap: planning your first 90 days
Successful AI implementation doesn't happen by accident. This focused session highlights the critical first steps that make or break your AI journey. You'll learn the key elements of pre-implementation planning, including how to identify your best starting points and prepare your team for the transition. We'll showcase practical examples of how our newest features make AI configuration more approachable, particularly for common scenarios like order management. Leave with a practical framework for your first 90 days of implementation—whether you're just getting started or implementing new AI features in your existing platform.
Lauren Giosa
Manager, AI Strategy and Solutions at Gladly
May 28
11:20 am
Revenue unlocked: turning customer support into a growth engine
It's time to turn your customer support organization into a revenue generation machine. Join Nancy Orgill, Customer Support Manager at KUHL, as she shares how they've transformed their support organization into a revenue-generating powerhouse and gives you the tools to do the same. In this session, you'll learn how to develop a revenue-focused strategy, leverage AI to identify upsell and cross-sell opportunities and personalize recommendations, and empower your agents to create revenue generation moments, as well as measure and track your success.
Nancy Orgill
Customer Support Manger at KUHL
May 28
1:05 pm
Creating the perfect AI-human balance
"Should this be handled by AI or a human?" It's the question every service leader struggles with. In this panel discussion, you'll hear from Customer Experience leaders with different approaches to this crucial balance. Learn how they decided what AI should handle versus their team, designed seamless handoffs between the two, and measured success. From initial skepticism to enthusiastic adoption, these leaders share practical advice for creating experiences where technology and human connection work hand in hand.
Jim Rodden
Chief People Officer at MaryRuth's
Whitnee Hawthorne
Global Head of Travel and Hospitality at Snowflake
Timothy Wickes
Director of Customer Service at Tecovas
Laurie Meacham
Director of Guest Experience at Breeze Airways
Speakers and special guests
Mike Beaubrun
Director, Global Head of Customer Experience, Conde Nast
Franklyn Carr
Director, Implementation Services, Gladly
Lauren Giosa
Manager, AI Strategy and Solutions, Gladly
Whitnee Hawthorne
Global Head of Travel and Hospitality, Snowflake
Lauren Inman-Semerau
Head of Customer Experience, Rothy's
Laurie Meacham
Director of Guest Experience, Breeze Airways
Nancy Orgill
Customer Support Manger, KUHL
Jim Rodden
Chief People Officer, MaryRuth's
Timothy Wickes
Director of Customer Service, Tecovas
Dan Zhang
Staff Product Manager, Gladly
Discover how leaders are shaping the future of AI and CX
Secure your virtual spot