MARCH 25-27, 2024

Welcome to Gladly Connect Live

We’re thrilled to have you join us in Scottsdale, Arizona for Gladly Connect Live 2024. Find the essential information you need for a seamless and enjoyable on-site experience.

Explore the Agenda

Make the most of your time at Gladly Connect Live. From insightful keynotes to engaging panels to interactive breakout sessions, there’s something for everyone at this year’s event.

ALL EVENTS
DAY 1

Mon, March 25

DAY 2

Tue, March 26

DAY 3

Wed, March 27

March 25
1:00 pm
MST

Scenic Jeep Tour

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This experience is currently at capacity.

March 25
1:00 pm
MST

Horseback Riding

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This experience is currently at capacity.

March 25
2:00 pm
MST

Golf Lesson

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This experience is currently at capacity.

March 25
2:00 pm
MST

Spa Treatment

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This experience is currently at capacity.

March 25
2:00 pm
MST

Shotgun Golf

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This experience is currently at capacity.

March 25
7:00 pm
MST

Welcome Reception

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Enjoy an open bar, food stations, and passed appetizers at the Gladly Connect Live 2024 Welcome Reception, happening in the Vista Morada at the Westin Kierland Resort & Spa.

March 26
7:00 am
MST

Breakfast

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Fuel up for a full day of CX insights and networking. Enjoy some coffee, choose from a selection of fresh juices, and load your plate with an assortment of cold and hot breakfast items as you catch up with a colleague or meet someone new in the industry.

March 26
10:00 am
MST

People-Centric Customer Service in the Age of AI

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A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.

Joseph Ansenelli

CEO, Gladly

March 26
11:10 am
MST

Keynote Speaker – Coming Soon!

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Joey Zwillinger

Co-Founder and CEO, Allbirds

March 26
Noon
MST

Lunch

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Grab a plate and fill up on tasty food and complimentary beverages at our lunch buffet before the next session starts.

March 26
1:30 pm
MST

Doing More With Less – Scaling Your Support Team Without Scaling Costs

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Brands today are walking a tightrope of having to grow the business while being asked to do so with less budget and resources. How can teams effectively scale operations without scaling costs, and how can they maintain a level of connection and personalization with customers as they do it? This panel of CX experts will share how they’re able to increase efficiency without growing costs by consolidating their tech stack and streamlining their team.

  • Discover game-changing strategies and practical solutions to amplify your support team's effectiveness without the expense surge.
  • Learn how to redefine scalable support strategies without compromising personalization and quality.
  • Gain insights into the strategic reduction of tech stacks and the benefits of a unified platform for comprehensive CX management.

John McCahan

Vice President of Customer Care, FTD

Christina Sheehan

Associate Director, Crate&Barrel

Simas Tamosaitis

Director of Sales and Services, SelectBlinds

March 26
2:20 pm
MST

Crafting Authentic Customer Experiences, From Retail to Online

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Every customer interaction presents an opportunity to cultivate a meaningful relationship, but ensuring authenticity across both digital and physical realms can have its challenges. Join us for a fireside chat with Chief Retail Officer, Kim Heidt, as we uncover how she’s fusing the traditional ethos of customer service with innovation at Tecovas. Drawing from her years of experience at the intersection of retail and digital, Kim will share strategies for building authentic relationships centered around why customers seek assistance, not how to deflect them, how to stay resilient and dedicated to your team and customers even during unforeseen challenges, and more.

Kim Heidt

Chief Retail Officer, Tecovas

Joseph Ansanelli

CEO, Gladly

March 26
3:15 pm
MST

CX Change Makers – How to Impact Innovation Across Your Organization

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To meet growing customer expectations and evolving business needs, brands need modern customer service teams that are rooted in innovation. It’s the pivotal role of CX leaders to champion a culture of change by advocating for customer-centric strategies that drive this innovation.

Join us for an exclusive event spotlighting the trailblazers paving the way for change across their industries and challenging the status quo within their organizations. By sharing success stories, best practices, and the tangible benefits of customer-focused initiatives, this session will inspire and empower fellow CX leaders to become change agents within their organizations, fostering a new era of customer service.

Mike Beaubrun

Director, Global Head of Customer Experience, Condé Nast

Stephanie Kalch

Senior Director of Customer Service, Samsonite

Leslie Nelson

Senior Director of Digital Client Experience, Holly Hunt

March 26
4:00 pm
MST

The Mindset Shift — Creating People-Centered CX From the Ground Up

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If you want to learn how to instill a people-first mindset across your customer service organization, this session is for you. This breakout will help you discover practical strategies to both build and strengthen a customer-centric way of thinking within your teams. We’ll share valuable insights into how current Gladly customers have shifted their mindset and found success in their day-to-day operations — from reporting and team training to enhancing the overall support experience for consumers — and we’ll discuss the actionable steps your team can take today to align with and support this effort from a foundational level.

March 26
4:00 pm
MST

Ask Me Anything — Getting Buy-In From Stakeholders

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So you’re bought into the vision of the Loyalty Economy — but how do you get the rest of your organization on board? Join this Q&A breakout session to hear from a number of decision-makers across departments and get insight into what they look for in a modern customer service platform, what they need for their teams to be successful, and the questions they’d ask during discovery. You’ll learn how to work with a diverse team of stakeholders, how to address their key concerns, and how to build a business case that positions change-making of varying complexities to this group for maximum impact — one that not only considers the needs of the business, but also those of the most important decision-makers.

March 26
4:00 pm
MST

From Inception to Execution — The ABCs of Implementation

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On your journey to scaling your business, implementation shouldn’t be the leg that slows you down. But whether you’re switching entire support platforms or embracing new functionalities like AI, there are a number of steps to take and stages to clear before you’re off and running. We’re helping you make sense of it all in this informative breakout session. Join our experts to learn how to navigate the complexities of implementing new technologies — from inception to execution — and discover the advantages a streamlined tech stack has to ensure a quick and pain-free implementation journey for your business.

March 26
7:00 pm
MST

Dinner and Reception

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Join us to celebrate an incredible first day of Gladly Connect Live 2024. Enjoy scenic views of the Westin Kierland Resort & Spa golf course and take advantage of delicious food stations, passed appetizers, and a bevy of complimentary drink options.

March 27
7:00 am
MST

Breakfast

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Kick off day two of Gladly Connect Live with an assortment of your favorite hot and cold breakfast items and beverages.

March 27
10:00 am
MST

Seven Secrets for Consistently Delivering ‘Wow’ Service

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Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.

Louie Gravance

Former Leader, Walt Disney Company

March 27
11:10 am
MST

Keynote Speaker – Coming Soon!

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Jim Gallagher

VP of Customer Care & Fraud, Nordstrom

March 27
12:10 pm
MST

From Theory to Practice – AI Adoption Across Real Business Scenarios

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AI is here, and while some brands are considering how it fits into their strategy, others are already hard at work implementing it in their day-to-day. Hear practical strategies and personal experiences from leaders on what prompted their entry into the world of AI — how they approached it within their organizations and how they’ve been applying it across their teams. From discovery to implementation and daily use, we’ll explore how AI is the best sidekick in helping support teams streamline, scale, and grow customer loyalty.

March 27
12:50 pm
MST

Gladly Connect Live 2024 Closing

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Join us as we close out an amazing 2024 event.

March 27
1:00 pm
MST

Lunch

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Hungry and heading to the airport? We have you covered. Grab lunch to go from our hosted buffet or stay a while to chat and network some more before you take off.

Discover the Event Venue

The Westin Kierland Resort & Spa

6902 E Greenway Pkwy Scottsdale, AZ 85254
(480) 624-1000

This year’s event is taking place at the beautiful Westin Kierland Resort & Spa — a sprawling property in the heart of the Sonoran Desert.

Travel and Transportation

Phoenix Sky Harbor International Airport is the closest major travel hub to the Westin Kierland Resort & Spa, and an approximate 30-minute ride to and from the resort. Rideshares such as Lyft or Uber are recommended for airport transportation.

Hotel Reservation

Book your stay by calling the Westin’s group reservation department at 1-(800)-354-5892, or by visiting the link below.

Reserve Your Stay

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Book an Excursion

There’s plenty to see and do during your time in Arizona. We’ve curated five local excursions for you to choose from, hosted and paid for by Gladly on March 25th to help you experience more of what Scottsdale has to offer.

All Gladly Connect Live 2024 excursions have reached capacity. To be added to our waitlist, email events@gladly.com.

Learn how to golf at the Westin Kierland

It’s never too late to start a new hobby. Clubs will be provided for this 2 p.m. golf lesson with instructors. Spots are limited — reserve yours by noon PST on 2/5/2024 or before we hit capacity.

This experience is currently at capacity.

Treat yourself to a mani and pedi

Sit back and relax with a spa manicure and pedicure at the Westin Kierland. Sign up for a treatment starting at 2 p.m. Time slots will be sent once you’ve secured your spot. Book yours by noon PST on 2/20/2024 or before we hit capacity.

This experience is currently at capacity.

Shotgun golf at the Westin Kierland

Play 18 holes before sunset with your fellow Gladly Connect Live attendees. Clubs and carts will be provided for this round of “shotgun golf” at 2 p.m. Spots are limited — reserve yours by noon PST on 2/5/2024 or before we hit capacity.

This experience is currently at capacity.

Scenic tour of the Sonoran Desert

Hop on for a scenic jeep tour of the Sonoran Desert in the Tonto National Forest. This 2.5-hour tour starts at 1 p.m. and is full of interesting facts and stunning desert views. Book your spot by Monday, March 11, or while seats are still available.

This experience is currently at capacity.

Horseback riding in Arizona

Experience the beauty of Arizona on horseback at Macdonald Ranch. Prior riding experience is not needed for this excursion. Reserve your spot by Monday, March 11, or while spaces are available.

This experience is currently at capacity.

Gladly Connect Live FAQs

Have questions about the event or in-person experience? Find answers to commonly asked questions here.

What is the price to attend Gladly Connect Live 2024?

The price to attend Gladly Connect Live 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 beverages outside of event-sponsored events.

When should I arrive at and leave the venue?

For those planning to participate in the optional event excursions, please arrive at the Westin Kierland Resort & Spa no later than 12:30 p.m. MDT on March 25 as group excursions start at 1:00 p.m. MDT.

For all other attendees, we recommend arriving before 5:00 p.m. MST on March 25, as we will have a welcome reception that evening starting at 7 p.m. MST.

For departure, Gladly Connect Live will wrap by 2:15 p.m. MST on March 27, so guests are free to depart after that time.

Will food and drinks be provided at Gladly Connect Live 2024?

Yes, complimentary meals and drinks will be provided for in-person event attendees including breakfast and lunch on March 26 and March 27, and dinner on March 25 and March 26. For specific allergies or strict dietary concerns, please fill out our dietary form.

What should I wear to Gladly Connect Live 2024?

During the day, please feel free to wear whatever attire you are most comfortable in, but keep in mind that hotel conference rooms typically run on the colder side. Please also note there will be two event parties on March 25 and March 26. Scottsdale in late March is mildly cool and breezy with average highs of 79°F and lows of 49°F.

Contact Us

If you need any further assistance or have specific inquiries, feel free to get in touch with our events team at events@gladly.com.