Contributing Author

Angie Tran

Read More from Angie Tran

Gen Z Shopping Habits — The Breakdown

Brands looking to cater to these young consumers should focus on social media mastery, impeccable product quality, and personalized, one-to-one experiences.

Gen X Online Shopping — Cracking the Code to This Demographic

This high-spending group can become your most loyal customers — if you know how to deliver against their preferences and needs.

Millennial Shopping Habits — a Breakdown for CX Teams

Understanding and harnessing millennial shopping habits–their desire for personalization, product recommendations, SMS/chat-based communication–are key to winning their loyalty and repeat purchases.

Common Pet Peeves With Customer Service Platforms

Noticing flaws in your CX tooling? These common issues raised on forums and social media reveal how many team leaders have pet peeves with their customer service platforms.

Is Customer Service a Good Career? Experts Weigh In

Gladly unpacks this question by examining shifts in the customer service industry over time, as well as benefits and disadvantages of careers in support.

Building Relationships With Customers — The Why and How

Building relationships with customers is the key to sustainable brand growth. Here, Gladly explains how to start developing the hard and soft skills needed to get it done.