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The most beloved brands do more than contact customers, they connect with them. So, how can you transform your contact center into a connection center? Gladly Connect is an annual customer service conference where inspiration meets insight for customers, partners, and customer service professionals to explore what it means to deliver radically personal customer service.

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KEYNOTE
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May 17, 2022 9:00 am PT // 12:00 pm ET 60 minutes

The Future of Customer Service is Radically Personal

Today, customers expect more personal service. To succeed, companies must focus on ...

Today, customers expect more personal service. To succeed, companies must focus on loyalty –– creating connection with every great experience, and transforming agents into Service Heroes of your brand. Join Gladly's Chief Executive Officer, Joseph Ansanelli, to learn about the future of radically personal service that puts people at the center of customer experience.

Joseph Ansanelli

CEO, Gladly

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KEYNOTE
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May 17, 2022 10:05 am PT // 1:05 pm ET 30 minutes

Reinventing "Heritage of Service" for the 21st Century

Hear from the brand that is synonymous with providing great service. Jim Gallagher ...

Hear from the brand that is synonymous with providing great service. Jim Gallagher, Vice President, Customer Care & Fraud at Nordstrom, shares how they have evolved with the ever-changing retail landscape and customer expectations to continue to provide legendary service to their customers.

Jim Gallagher

Vice President, Customer Care & Fraud, Nordstrom

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GENERAL
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May 17, 2022 10:40 am PT // 1:40 pm ET 30 minutes

Driving Natural Sales - Shifting Away From a Cost Center

VP of Customer Care and PMO Kate Showalter believes that if you provide great serv ...

VP of Customer Care and PMO Kate Showalter believes that if you provide great service, sales will naturally come. Learn how the popular retailer evolved its Customer Service department to drive additional revenue from its Customer Care department.

Kate Showalter

Vice President, Customer Care and Strategic PMO, Crate and Barrel

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GENERAL
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May 17, 2022 11:15 am PT // 2:15 pm ET 30 minutes

Helping Customers Help Themselves

Jason Faria, Vice President of Customer Experience at V Shred shares best practice ...

Jason Faria, Vice President of Customer Experience at V Shred shares best practices for expanding self-service. Hear the story of his journey of creating an entire customer service team in-house to maximize efficiency.

Jason Faria

Vice President of Customer Experience, V Shred

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GENERAL
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May 17, 2022 11:50 am PT // 2:50 pm ET 30 minutes

Meeting Customers Where they Are

Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support te ...

Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support team creates customer conversations with a multi-channel approach. Learn how automation can enable more personable service.

Logan Rose

Manager of Customer Advocacy, Framebridge

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GENERAL
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May 17, 2022 12:25 pm PT // 3:25 pm ET 30 minutes

Matching for Faster Resolution

Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they pri ...

Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they prioritize customers based on real-time needs. Learn how they are equipping their service heroes to transform customer service in the airline industry.

Danny Cox

Vice President of Guest Services, Breeze Airways

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GENERAL
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May 17, 2022 1:00 pm PT // 4:00 pm ET 30 minutes

Empowering Heroes to Take Action

Lauren Forrest, Director of Customer Experience Engagement, shares how to empower ...

Lauren Forrest, Director of Customer Experience Engagement, shares how to empower customer service heroes to make them more successful—with engagement, coaching, incentives, and the right technology.

Lauren Forrest

Director of Customer Experience Engagement, Warby Parker

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