Gladly Connect Live 2023

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Strike a chord with customers

At this year’s Gladly Connect Live, we shared new ways to deepen customer relationships and strengthen brand loyalty for your business with real-world, actionable strategies and fresh industry insights.

Insights from 2023

Hear the valuable takeaways and profound lessons shared by 2023 attendees as they reveal the strategies and knowledge gained to revolutionize their businesses and optimize customer interactions.

Key Takeaway

Why We Attended

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Community of peers

Gained exclusive access to CX conversations with trusted commerce brands.

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CX best practices

Learned how the world’s most-loved brands turn customer service into customer loyalty.

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Metrics that matter

Discovered new ways to tap into unrealized growth in your contact center.

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Industry expectations

Learned about commerce trends and how to stay connected to the modern consumer.

Key Takeaway

Key Takeaways

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Playbook for action

Walked away with a customized playbook for driving change and action within your CS team.

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Customer-led insights

Gained new CX ideas and practical insights from industry-leading brands using Gladly.

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Live feedback from peers

Real-time commentary from subject-matter experts, industry leaders, and more.

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Real-world use cases

Gained useful applications and strategies to revolutionize your customer experience.

Featured Keynotes

These inspiring individuals took the stage to share their perspectives on today’s consumer landscape and visions for the future of the customer experience.

ALL EVENTS
DAY 1

Mon, December 4

December 4
2:28 pm
CST

Winning in the Loyalty-Driven Economy

keynote
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Today the most-loved brands are not the best at getting new customers — they’re the best at growing loyal customers. In his Gladly Connect Live 2023 keynote, Joseph Ansanelli, CEO of Gladly, discusses how to make customer service your business and put people at the center of every experience.

Joseph Ansanelli

CEO, Gladly

December 4
2:28 pm
CST

4 Ways to Make a Customer Experience Decision

keynote
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Customer experience should be an everyday decision for everyone in your company — because when you invest in making your customers’ lives easier and better, you’re also investing in your long-term success. In her Gladly Connect Live 2023 keynote, CX expert and bestselling author, Blake Morgan, shares real-world examples and action items that will help you stand out and connect with modern customers.

Blake Morgan

Customer Experience Futurist, Advisory Board Member, Bestselling Author, Keynote Speaker

2023 Conference Agenda

Watch the can’t-miss sessions and speakers from Gladly Connect Live 2023 on-demand.

ALL EVENTS
DAY 1

Mon, December 4

December 4
2:28 pm
CST

Winning in the Loyalty-Driven Economy

keynote
expand

Today the most loved brands are not the best at getting new customers; they’re the best at growing loyal customers. To succeed in a Loyalty-driven economy, companies must focus on creating connection with every great experience, and transform agents into Service Heroes of their brand. Join Joseph Ansanelli, CEO of Gladly, to learn how to make customer service your business, and put people at the center of every experience.

Joseph Ansanelli

CEO, Gladly

December 4
2:28 pm
CST

Putting the Customer First — The Key to Building Long-Term Loyalty in Today's Crowded Market

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Building long-lasting customer loyalty is critical for any business to thrive. But in today’s crowded marketplace, it’s not easy to achieve. In this session, Mara Castro, EVP of Customer Experience at Evolve, shares how to break through and find success by way of trust, transparency, and seamless and personalized experiences that not only meet customer expectations, but exceed them.

Mara Castro

EVP of Customer Experience, Evolve

December 4
2:28 pm
CST

Navigating the New Normal and Embracing Uncertainty in Today’s Commerce Landscape

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Being able to navigate uncertainty and remain adaptable is critical to a business’s success, especially as it relates to customer experiences. Watch this session by Matt Powell, Chief Technology Officer at FTD, which addresses the challenges that brands are facing today, and leave with the tools and strategies you need to continue delivering outstanding customer service in an unpredictable world.

Matt Powell

Chief Technology Officer, FTD

December 4
2:28 pm
CST

Meeting Customers Where They Are — How To Deliver Exceptional CS at Every Touchpoint

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Watch as a panel of industry experts discuss their strategies to meet challenges and opportunities that arise when commerce happens everywhere, at any time. They'll touch on empowering customers through always-on service and the importance of seamless transitions between self-service and live conversations through voice, SMS, chat, and more. Plus, you’ll learn how reducing customer effort minimizes the risk of disloyalty and helps customer service teams better impact business outcomes.

Brian Kershon

Director of Global Customer Service, Zenni

Bryan Riter

Director of Customer Care, Deckers Brands

Sienna Hitzeman

Senior Product Manager of Support, Chegg Inc.

December 4
2:28 pm
CST

The Value of Community — Introducing the New Connect

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At Gladly, we recognize the value that building a network holds to finding success and feeling supported in today's fast-paced and ever-changing business landscape. Listen in as the Lifecycle Marketing Team at Gladly and Jaime Cornell of Farmgirl Flowers share more about what you can gain from joining a community like Gladly Connect, such as world-class content and educational resources, industry insights and best practices, exclusive mentorship opportunities, and so much more.

Jaime Cornell

Manager of Organizational Development & Growth, Farmgirl Flowers

Chris Van Wagoner

Director of Lifecycle and Community, Gladly

December 4
2:28 pm
CST

From Insights to Outcomes — How Customer Feedback and Analytics Drive Real Business Impact

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Uncover useful insights on leveraging customer feedback and analytics to create exceptional customer experiences that drive loyalty in this must-attend breakout session. You'll learn how to collect and analyze feedback effectively, identify critical drivers of customer satisfaction, and implement actionable strategies to improve loyalty, and you'll leave with the tips and tools to leverage these insights to make data-driven CX decisions.

Liis Saar

Senior Director of CX, FabFitFun

December 4
2:28 pm
CST

Empowering Your Heroes — Actionable Strategies for Improving Agent Efficiency and Happiness

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Join this breakout to learn best practices around the tools and apps that allow customer service agents to perform common functions quickly, leading to better customer experiences and increased customer loyalty. You'll also learn how to create a supportive work environment that fosters a sense of community and belonging, providing opportunities for recognition, growth, and development among your team. Attend this session to gain practical takeaways and insights that you can apply in your own organization.

Mike Beaubrun

Director, Global Head of Customer Experience,, Conde Nast

December 4
2:28 pm
CST

Unlocking Customer Behavior — The Power of Contacts Per Order

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Discover the importance of tracking contacts per order (CPO) as a key metric for understanding customer behavior and optimizing the customer experience. In this session, we’ll share best practices for implementing CPO and using it to identify areas where customers may be encountering challenges or issues. You'll learn how to use the metric to measure progress over time and identify areas for improvement, such as reducing the number of contacts required to complete an order. If you’re looking to gain helpful insights to drive business growth, you won’t want to miss it.

Paul Whitaker

Customer Experience

December 4
2:28 pm
CST

The Power of Connection — How Community-Building Strategies Drive Agent Retention and CX Excellence

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In a world where customer experience is vital, contact center culture can be a make-or-break factor in retaining high-performing agents. This breakout session will explore creating a culture of engagement within your contact center, specifically focusing on agent retention and training strategies. Learn about non-traditional approaches to keep attrition rates low through hiring practices, community-building strategies, and training programs. Join us to discover actionable insights and spark conversation about how you can foster a culture of engagement within your contact center to drive retention, promote ownership, and build a stronger, more connected team.

Laurie Meacham

Director of Guest Empowerment, Breeze Airways

December 4
2:28 pm
CST

4 Ways to Make a Customer Experience Decision

keynote
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Over the last few years, consumers have re-evaluated more than just what they value in life, looking at existing relationships with brands and making a switch when values don’t align. This is why customer experience should be an everyday decision for everyone in your company — when you invest in making your customers’ lives easier and better, you’re also investing in your long-term success. Join CX expert and bestselling author, Blake Morgan, as she shares real-world examples and action items that will help you stand out and connect with modern customers.

Blake Morgan

Customer Experience Futurist, Advisory Board Member, Bestselling Author, Keynote Speaker

December 4
2:28 pm
CST

The Direct Link Between Hero Happiness and Customer Satisfaction

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If exceptional CX begins with your customer service team, it shouldn’t come as a surprise that the secret to success for your business is happy, supported, and empowered CS employees. Watch as Susan Tynan, Founder and CEO of Framebridge, discusses the power of empathy in customer service and the importance of developing emotional intelligence on your customer service team.

Susan Tynan

Founder and CEO, Framebridge

December 4
2:28 pm
CST

Improve Efficiencies and CX Processes as Your Business Scales

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The rapid advancements in technology, specifically AI and automation, are transforming the way businesses interact with customers. Listen in as BARK, Inc.’s Chief Technology Officer, Nari Sitaraman, discusses insights and predictions on the future of CX and the role that technology will play, and get ready to learn how you can prepare for these changes and leverage AI and automation to improve your CX.

Nari Sitaraman

Chief Technology Officer, BARK, Inc.

December 4
2:28 pm
CST

Balancing Act — Navigating the Intersection of Loyalty, Efficiency, and Customer Demands

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Handling the need to drive efficiency and build customer loyalty can be a delicate dance for businesses, especially as customer demands continue to evolve. Watch this session as a panel of subscription ecommerce leaders shares valuable insight and practical strategies for understanding and navigating this complex landscape, and learn how changing agent expectations come into play.

Jennifer McTurk

Senior Director of Customer Happiness, Athletic Greens

Julie Suarez

VP of Customer Experience, Honest Paws

Jim Rodden

VP of Customer Experience, MaryRuth Organics

December 4
2:28 pm
CST

Empowering Customer Service Agents to Be Heroes of Your Brand

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Did you know that boosting CS agent happiness can lead to better service, higher customer loyalty, and increased revenue? Watch this panel to explore the principles and best practices of radically personal service, and get actionable insights on how to measure happiness among customer service agents from new primary research.

Meredith Klee

Director of Communications and Content, Gladly

Chris Van Wagoner

Director of Lifecycle and Community, Gladly

Speakers and Special Guests

We’ve 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

Blake Morgan

Customer Experience Futurist, Advisory Board Member, Bestselling Author, Keynote Speaker

Mike Beaubrun

Director, Global Head of Customer Experience, Conde Nast

Mara Castro

EVP of Customer Experience, Evolve

Jaime Cornell

Manager of Organizational Development & Growth, Farmgirl Flowers

Sienna Hitzeman

Senior Product Manager of Support, Chegg

Brian Kershon

Director of Global Customer Service, Zenni

Meredith Klee

Director of Communications and Content, Gladly

Jennifer McTurk

Senior Director of Customer Happiness, Athletic Greens

Laurie Meacham

Director of Guest Empowerment, Breeze Airways

Matt Powell

Chief Technology Officer, FTD

Bryan Riter

Director of Customer Care, Deckers Brands

Jim Rodden

VP of Customer Experience, MaryRuth Organics

Liis Saar

Senior Director of CX, FabFitFun

Narayanan “Nari” Sitaraman

Chief Technology Officer, BARK, Inc.

Juliana Suarez

VP of Customer Experience, Honest Paws

Susan Tynan

Founder and CEO, Framebridge

Chris Van Wagoner

Director of Lifecycle and Community, Gladly

Paul Whitaker

Customer Experience

See all guests and speakers

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Who Attended

Gladly Connect Live 2023 offered a unique opportunity to network with some of the best and brightest in customer service — from CX experts to enthusiasts.

Industry Leaders

Leaders from the world’s
most-loved retail and
commerce brands.

Gladly Customers

Brands who have
transformed their customer
service with Gladly.

Gladly Partners

Companies working with
Gladly to build a
better platform.

Gladly Customers

Meet some of the brands using Gladly to build loyalty through radically personal customer service.

Gladly Connect Live 2023 On-Demand

Explore on-demand content from previous years for topics that are relevant to your business, whether you’re a customer service leader or simply interested in learning more about the world of customer support.

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