Gladly Connect Live 2023

Join us on the ground in The Big Easy or virtually from anywhere.

May 9 – 10, 2023
New Orleans, LA
On-Site and Virtual

REGISTER NOW

Share

Strike a chord with customers

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

Key Takeaway

Why You Should Attend

Icon

Community of peers

Gain exclusive access to CX conversations with trusted commerce brands.

Icon

CX best practices

Learn how the world’s most-loved companies turn customer service into customer loyalty.

Icon

Metrics that matter

Tap into unrealized growth by transforming your contact center into a revenue generator.

Icon

Industry expectations

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

Key Takeaway

Key Takeaways

Icon

Playbook for action

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

Icon

Customer-led insights

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

Icon

Live feedback from peers

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

Icon

Real-world use cases

Gain useful applications and strategies to revolutionize your customer experience.

Conference Agenda

Explore the can't-miss sessions and speakers at Gladly Connect Live 2023.

ALL EVENTS
DAY 1

Tue, May 9

DAY 2

Wed, May 10

May 9
11:00 am
CDT

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

session
expand

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, we’re sharing 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. With a focus on people, product, and processes, you'll learn how to transform your customer service team and drive loyalty. So whether you’re building a team from scratch or reshaping an existing one, you'll want to join to gain actionable insights that take your customer service game to the next level.

Mara Castro

EVP of Customer Experience, Evolve

May 9
11:30 am
CDT

Putting the Customer First — Insights From Industry Leaders on Creating Exceptional Experiences

panel
expand

In this panel session, you'll hear from industry leaders in customer service as they discuss AI, workforce engagement, and understanding the voice of the customer. Our expert panelists will offer helpful insights into how to create memorable CX and improve customer satisfaction, driven by real-world examples. You'll also have the opportunity to ask questions focused on practical tips and winning strategies for improving the customer experience in your own organization. Join these industry-leading partners and leave with new ideas about how to put your customer first.

May 9
1:00 pm
CDT

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

session
expand

From a global pandemic to a looming recession, the events and trends that shape the commerce landscape are often unexpected and consequential. Being able to navigate uncertainty and remain adaptable is critical to a business’s success, especially as it relates to customer experiences.

Join us as we address the challenges that brands are facing today and take a glimpse into the future of commerce, 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

May 9
1:30 pm
CDT

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

panel
expand

Today, customers want to communicate with brands in the same way they communicate with everyone else in their lives — across channels, devices, and times of day. And when questions or issues arise, they’re looking to problem-solve quickly, whether that’s through self-service or with the help of a customer service representative.

Join a panel of industry experts as they 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.

May 9
2:15 pm
CDT

The Value of Community — Introducing the New Connect

panel
expand

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. That’s why we’re excited to share the Gladly Connect Community with you — one place to connect with and learn from your peers.

Listen in as the Lifecycle Marketing Team at Gladly and a few early Connect members share more about what you can gain from joining, like industry trends and best practices to help guide strategic decision-making, world-class content and educational resources on topics beyond our product, 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

May 9
2:40 pm
CDT

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

breakout
expand

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

May 9
2:40 pm
CDT

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

breakout
expand

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.

May 9
2:40 pm
CDT

Unlocking Customer Behavior — The Power of Contacts Per Order

breakout
expand

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.

Brooke Hewitt

Project Manager, Nordstrom

May 9
2:40 pm
CDT

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

breakout
expand

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

May 10
11:00 am
CDT

The Direct Link Between Hero Happiness and Customer Satisfaction

session
expand

In today’s competitive commerce environment, exceptional CX is the key to standing out and finding success. And if exceptional CX begins with your customer service team, it shouldn’t come as a surprise when we tell you the secret to success for your business is happy, supported, and empowered CS employees.

Join us as we discuss the power of empathy in customer service and the importance of developing emotional intelligence on your customer service team. Plus, we’re sharing how creating a supportive and engaging work environment for employees can ultimately create meaningful and memorable customer interactions that strengthen relationships and build brand loyalty.

Susan Tynan

Founder and CEO, Framebridge

May 10
11:30 am
CDT

Improve Efficiencies and CX Processes as Your Business Scales

session
expand

The rapid advancements in technology, specifically AI and automation, are transforming the way businesses interact with customers, and in the near future, they’ll play a more critical role in shaping the customer experience. With these changes come new challenges and new opportunities.

Listen in as we discuss 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, leverage AI and automation to improve your CX, and stay ahead of the curve.

Nari Sitaraman

Chief Technology Officer, BARK, Inc.

May 10
1:00 pm
CDT

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

panel
expand

Handling the need to drive efficiency and build customer loyalty can be a delicate dance for businesses, especially as customer demands continue to evolve. With the rise of new technology and the increasing importance of data in CX decision-making, it’s more important than ever for businesses to find the right balance between all three.

Join a panel of subscription ecommerce leaders as they share 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

May 10
1:45 pm
CDT

Empowering Customer Service Agents to Be Heroes of Your Brand

panel
expand

Did you know that boosting CS agent happiness can lead to better service, higher customer loyalty, and increased revenue? Join this panel as we 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. You’ll leave with a playbook of insights that will help you drive meaningful change at your company.

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

Mara Castro

EVP of Customer Experience, Evolve

Jaime Cornell

Manager of Organizational Development & Growth, Farmgirl Flowers

Brooke Hewitt

Project Manager, Nordstrom

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

See all guests and speakers

expand

Gladly Customers and Partners

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

Who Attends

At Gladly Connect Live 2023, you’ll have a unique opportunity to network with some of the best and brightest in customer service — from CX experts to enthusiasts.

Industry Leaders

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

Gladly Customers

Talk with the brands who
transformed their customer
service with Gladly.

Gladly Partners

Hear from companies
working with Gladly to build
a better platform.

Plan Your Trip

Get ready to experience the vibrancy of New Orleans.

Venue and Hotel

Omni Royal Orleans
621 St Louis Street
New Orleans, LA 70130
(504) 529-5333


Gladly Connect Live 2023 will be taking place at the Omni Royal Orleans, a stunning hotel in the heart of New Orleans’ lively French Quarter.

Book your stay by April 14 to take advantage of our room block rate of $259/night.

BOOK YOUR ROOM

Additional Accommodations

From the Garden District to Downtown, New Orleans has plenty to discover should you choose to stay elsewhere.

SEE HOTELS

Book Your Flight

Breeze Airways is the official Gladly Connect Live 2023 airline. In-person attendees who book through Breeze Airways will receive 2,000 BreezePoints to use toward their flight. Virtual attendees will receive 500 BreezePoints to use toward future travel.

To claim your credit, please create a Breeze Guest Account at flybreeze.com and fill the form below.

Fill Out Form

Breeze

Getting Around

Navigating The Big Easy is easy. Travel by taxi, foot, or pedicab, or explore the city via New Orleans’ iconic streetcar system.

SEE TRANSPORTATION

Planned Activities

In-person conference attendees will get exclusive access to parties and New Orleans-based excursions including a swamp tour, a cemetery ghost tour, a pedal barge experience, and a pedal bike tour. Space is limited for these event-sponsored outings, so be sure to reserve your spot after your register for the event.

Explore NOLA

New Orleans is a vibrant city with some of the country’s best culinary experiences and most memorable social scenes. Check out this list of can’t-miss restaurants, museums, bars, and more, curated by Gladly employees.

Register for Gladly Connect Live 2023

Gladly Connect Live is a free event taking place on-site and virtually, so you can attend from the conference hall in New Orleans or the comfort of your own home. Regardless of how you plan to attend, all sessions will be available on demand after the event.

On-site icon

On-Site Experience

From in-person networking opportunities and the chance to connect one-on-one with Gladly Product Managers, to free swag bags and exclusive New Orleans-based excursions, there is no shortage of exciting moments that await on the ground in The Big Easy. And getting there is easy with 2,000 complimentary BreezePoints thanks to our official event airline, Breeze Airways.

Virtual icon

Virtual Experience

Virtual attendees will have access to a live stream of our inspiring speakers and special guests, plus can’t-miss break-out sessions with CX experts, enlightening Q&A sessions, free Gladly Connect Live event swag, and 500 BreezePoints to go toward future travel booked through Breeze Airways.

Register


Can’t attend, but want access to the sessions?

Register for the event and receive all sessions on demand to watch at your convenience after the conference.

FAQ

Find up-to-date details about Gladly Connect Live 2023.

What is Gladly Connect Live and who should attend?

Gladly Connect Live is an annual CX event where industry experts, customer service professionals, and leaders from the world’s most influential brands gather to share practical insights, best practices, and winning strategies to deepen customer relationships and strengthen brand loyalty.

The event is attended by CX leaders and enthusiasts, ambitious CS agents, Gladly customers, partners and developers, and professionals interested in learning more about industry trends and how to deliver radically personal customer service.

When and where will Gladly Connect Live be in 2023?

Gladly Connect Live 2023 is taking place on May 9 and May 10 in-person in New Orleans and virtually on Goldcast. Virtual attendees will access the event through a unique link sent to them from Goldcast, our online event host.

What are the health and safety requirements when attending onsite?

Gladly takes your safety very seriously and is always monitoring local updates and guidance as it relates to COVID-19. As of May 2022, the New Orleans Health Department has lifted requirements on wearing masks as well as COVID-19 proof of vaccination or proof a recent negative COVID test to enter certain establishments. While it’s not a requirement for the event, we respect and understand the personal decision to wear a mask. We will have masks on hand for those who choose to wear them.

What is the price to attend Gladly Connect Live 2023?

The price to attend Gladly Connect both virtually and in-person is free. However, those attending in-person will be responsible for their own travel and lodging expenses, as well as food and beverage outside of event-sponsored events.

Will there be a virtual component of Gladly Connect Live 2023 and how can I access on-demand content after the conference?

Yes, all of the sessions from the event will be available on-demand a week after the event. An email will be sent out to all those who register for the event, and you will be able to access the sessions on our website.

Will workshops be offered during the event?

Yes, there will be break-out sessions and workshops offered both in-person and virtually.

How will I be able to access the event virtually?

The virtual event will be hosted on Goldcast. We will send you a unique link from Goldcast a few weeks prior to the event, as well as the day before and the morning of the event. You will use that unique link to access the event. The unique link cannot be forwarded for another person to use.

How can I stay informed about Gladly Connect Live 2023?

Make sure to sign up for Gladly Connect Live here and follow us on our social media channels for up-to-date information about the event.

Who do I contact for more information?

Reach out to events@e.gladly.com and someone from our team will assist you.

Relive the most memorable moments from Gladly Connect Live 2022

Explore on-demand content 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.

Watch on demand