Author: Jenny Roy

March 26, 2019

Conversations in Retail: 4 Customer Experience Trends Heard Over and Again

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Image of Shoptalk 2019 stage

Having been to Shoptalk for the past 3 years, it’s been amazing to have had a first-hand view of how the retail scene has transformed. 2017 represented an inflection point for the retail industry as they began to embrace new technology and thinking about consumer expectations, and going beyond traditional brick-and-mortar paradigms. This year, we’ve […]

January 29, 2019

Building on Customer Traction, Gladly Closes $50M to Reinvent Customer Service by Putting People at the Center of Every Conversation

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New Year. New Funding. New Customers.

Gladly adds TUMI and more to its roster of top brands transforming customer service with people at the center. SAN FRANCISCO, Ca, January 29th, 2019 /BusinessWire/  — Gladly raises $50M, bringing its total raised to $118M, to further its mission of reinventing customer service. With Gladly, customers such as JetBlue and TUMI are transforming how […]

February 27, 2018

Gladly’s Customer Service Platform Wins Two Gold Stevie Awards for Innovating in Customer Service

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Gladly wins Gold Stevie® Awards for New Relationship Management Solution and Innovation in Customer Service with JetBlue Our vision from day one has been to help companies deliver exceptional, even award-winning service. So we were thrilled to have all that work come full circle and win a few awards ourselves this weekend. And while we don’t […]

November 16, 2017

Gladly Named One of 2018’s Hottest San Francisco Startups

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We’re thrilled and honored to be on Business Insider’s latest list of The 19 Hottest San Francisco Startups to Watch in 2018. At Gladly, we have a big, hairy, audacious goal to fundamentally shift the way companies and customers talk to one another – so tickets and case numbers become a thing of the past, and customers are treated as […]

September 26, 2017

Service Spotlight: 1-on-1 with Jeff Toister

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How to Create a Customer Service Culture By Jenny Roy Every company wants to build a customer service team that is passionate and even obsessed about delivering amazing service to its customers. But what companies are now beginning to realize is that for such a team to flourish, it cannot exist in a vacuum. Instead, […]

August 18, 2017

Gladly on the TODAY Show talking Customer Service

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The TODAY show featured Gladly as part of a segment on how companies are working to make customer service better. Watch Gladly CEO and co-founder, Joseph Ansanelli talk about how Gladly is working with JetBlue on improving service for their customers.  

August 16, 2017

Sirius XM Launch Pad: Michael Wolfe talks start-ups and customer service

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Gladly was recently featured on Sirius XM LaunchPad from Penn Wharton Entrepreneurship to talk all things starting a company and transforming customer service. Listen to Karl Ulrich and Gladly Co-Founder and VP of Engineering, Michael Wolfe, talk about what makes Gladly a unique kind of startup, with a dream team of serial entrepreneurs and a […]

August 11, 2017

TV News: Gladly on the air with JetBlue partnership news

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Gladly was featured in several TV news stations around the U.S. this week. Here are some of our favorite clips. ABC 7 KGO JetBlue to take your questions, complaints via text, Facebook   KTLA Morning News   NBC News New York   ABC 11 Raleigh, North Carolina

August 11, 2017

CNN: JetBlue wants to solve one of the most annoying parts of air travel

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CNN: JetBlue wants to solve one of the most annoying parts of air travel JetBlue Airways is out to solve one of the more annoying problems with air travel: Explaining your problem again. And again. And again to different customer service agents. The New York-based airline teamed with tech start up Gladly to create a unified […]

August 10, 2017

TravelPulse: JetBlue Set to Change Airline Customer Service Forever

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Travel Pulse August 10, 2017 “… until now, airlines have not had the technology in place to converse with customer service representatives across multiple mediums—Facebook, Twitter, text, email, and telephone—without having to completely repeat and recap all of the details of their previous conversations. Enter JetBlue and its new partnership with Gladly. Earlier this week, the […]