Gladly Connect Live 2023

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

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.

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

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.

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

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

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.

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

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.