About Gladly Connect
The most beloved brands do more than contact customers, they connect with them. So, how can you transform your contact center into a connection center? Gladly Connect is an annual customer service conference where inspiration meets insight for customers, partners, and customer service professionals to explore what it means to deliver radically personal customer service.
Mark your calendars and register today to get updates on speakers, the agenda, free swag, and more.
CX Leaders and Partners
If you manage or supervise a CX team, you’ll learn proven strategies to improve agent productivity and reduce agent churn, along with customer success stories and what’s on Gladly’s product roadmap.
Compare notes with other CX professionals, get inspired from Gladly customer stories, and discover how Gladly is revolutionizing customer service with a people-centered design.
Join us for sessions all about best practices and exciting product updates to make your job easier.
Working with Gladly or thinking about switching, but want a deeper dive? Explore how to get the most out of Gladly and the competitive edge Gladly offers.
Vice President of Customer Care & Fraud, Nordstrom, Inc.
Jim joined the Nordstrom team in July 2019 as the Vice President of Customer Care & Fraud. In this role, he supports their 1,200+ team members who interact with Nordstrom’s amazing customers across the multi-channel full price (Nordstrom.com), off-price (Hautelook.com and NordstromRack.com), and subscription (TrunkClub) experiences.
Jim is committed to delighting customers and consistently embodying Nordstrom’s promise, and creating value for his customers. Prior to his contributions at Nordstrom, Jim spent 19+ years at Microsoft supporting Small Business, Enterprise and ultimately Consumer customers on their journey to create raving fans and empowering every person and organization on the planet to achieve more.
The Future of Customer Service is Radically Personal
Today, customers expect more personal service. To succeed, companies must focus on ...
Today, customers expect more personal service. To succeed, companies must focus on loyalty –– creating connection with every great experience, and transforming agents into Service Heroes of your brand. Join Gladly's Chief Executive Officer, Joseph Ansanelli, to learn about the future of radically personal service that puts people at the center of customer experience.
Reinventing "Heritage of Service" for the 21st Century
Hear from the brand that is synonymous with providing great service. Jim Gallagher ...
Hear from the brand that is synonymous with providing great service. Jim Gallagher, Vice President, Customer Care & Fraud at Nordstrom, shares how they have evolved with the ever-changing retail landscape and customer expectations to continue to provide legendary service to their customers.
Vice President, Customer Care & Fraud, Nordstrom
Driving Natural Sales - Shifting Away From a Cost Center
VP of Customer Care and PMO Kate Showalter believes that if you provide great serv ...
VP of Customer Care and PMO Kate Showalter believes that if you provide great service, sales will naturally come. Learn how the popular retailer evolved its Customer Service department to drive additional revenue from its Customer Care department.
Vice President, Customer Care and Strategic PMO, Crate and Barrel
Helping Customers Help Themselves
Jason Faria, Vice President of Customer Experience at V Shred shares best practice ...
Jason Faria, Vice President of Customer Experience at V Shred shares best practices for expanding self-service. Hear the story of his journey of creating an entire customer service team in-house to maximize efficiency.
Vice President of Customer Experience, V Shred
Meeting Customers Where they Are
Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support te ...
Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support team creates customer conversations with a multi-channel approach. Learn how automation can enable more personable service.
Manager of Customer Advocacy, Framebridge
Matching for Faster Resolution
Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they pri ...
Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they prioritize customers based on real-time needs. Learn how they are equipping their service heroes to transform customer service in the airline industry.
Vice President of Guest Services, Breeze Airways
Empowering Heroes to Take Action
Lauren Forrest, Director of Customer Experience Engagement, shares how to empower ...
Lauren Forrest, Director of Customer Experience Engagement, shares how to empower customer service heroes to make them more successful—with engagement, coaching, incentives, and the right technology.
Director of Customer Experience Engagement, Warby Parker
Meet retail and e-commerce leaders
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