MARCH 25-27, 2024

Welcome to Gladly Connect Live

We’re thrilled to have you join us for Gladly Connect Live 2024 from the comfort and convenience of your own space. Find all the essential information you need for a seamless virtual experience.

Gain Virtual Event Access

We’re partnering with event streaming platform, Goldcast, to deliver this year’s Gladly Connect Live virtual experience. After you’ve registered to attend virtually, you’ll receive a unique viewing link via email from Goldcast — our event streaming partner.

To access the full event starting on March 26, simply click on the link you’re provided in that email to tune in.

Goldcast links available February 1.

Virtual Event Agenda

ALL EVENTS
DAY 1

Tue, March 26

DAY 2

Wed, March 27

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
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

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

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 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.

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.

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 access on-demand content after the conference?

All of the sessions from the Gladly Connect Live 2024 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 gladly.com.

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.