Author: Zareen Islam

August 20, 2019

[Infographic] ‘Channel’-ing Your Customers Expectations

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A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them.   “Does anyone use the phone to make phone calls anymore?”  According to our 2019 Customer Expectations Report, the answer to that is a resounding yes, with […]

July 26, 2019

Making a Lasting Impression In a Single Moment

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Image of TUMI's Charlie Cole and Joseph Ansanelli

Highlights from the Future Commerce podcast feat. TUMI’s Charlie Cole and our own Joseph Ansanelli   Q.  What do you get when you put two CX thought leaders,Charlie Cole (Global Chief eCommerce Officer, TUMI) and Joseph Ansanelli (CEO and Co-Founder, Gladly) in a room with two leading Retail strategy podcasters? A.  A ton of great […]

July 25, 2019

Expectations Around Personalization And Speed Are Increasing

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This and more key consumer insights from the 2019 Customer Expectations Report Gladly’s Customer Expectations Report returns this year with brand new insights into consumer behavior in the US, and how they’ve evolved over the past three years.  From how long customers will wait for service (by channel), to the companies winning the hearts and […]

January 31, 2019

VentureBeat : Gladly raises $50 million to unify customer service interactions

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Picture of mother on phone while at the table with children

VentureBeat featured news of Gladly’s latest $50 million Series D round, as well as the addition of our newest customers, including TUMI. Better Customer Experience = Better Revenue The piece identifies the problem companies face in trying to provide customers with consistent service across contact centers staffed with thousands of employees, and how Gladly is helping […]

January 31, 2019

Yahoo Finance: Startup “Gladly” raises $118M with personalized customer service in mind

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Image of Joseph Ansanelli speaking live at a Yahoo Finance segment

Gladly CEO, Joseph Ansanelli, sat down with Yahoo Finance’s Jack Guzman and Melody Hahm, as well as Michael Block, Third Seven Advisors’ managing director and market strategist, to discuss our recent funding news, and the addition of our newest customers, including TUMI. During their quick chat, the foursome talked about how  Gladly works as a customer […]

January 17, 2019

Gladly Wins Retail Innovation Award at the 2019 RTech CEO Forum

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At Gladly, we believe in the power of people talking to people. That’s why we’re transforming the way that those conversations happen. Today, we’re proud to announce that Gladly’s been crowned a winner in the 2019 RTech CEO Forum Innovation Awards, a program designed to connect retailers with companies that are driving innovation in the […]

October 17, 2018

Harvard Business Review Case Study: JetBlue & Gladly, Omnichannel Customer Service

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Cover page of Harvard Business Review Case Study about JetBlue and Gladly

Harvard Business Review William E. Youngdahl, a professor at Thunderbird School of Global Management, authored a Harvard Business Review case study analyzing JetBlue’s journey from its start as NewAir back in 1999, to its most recent decision to partner with Gladly to revolutionize its award-winning customer service. The airline industry has faced a significant amount […]