All the latest from Gladly

October 17, 2018

Building An AI Strategy? Consider These 5 Things First

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Image of robot hand reaching out

Artificial intelligence (AI) seems to be the topic on everyone’s lips right now. Motivated by a fear of falling behind the competition, and the drive to get their share of the estimated US$14 trillion in revenue from incorporating AI, companies are diving headfirst into implementing AI and machine learning (ML) in their business processes. But […]

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 […]

September 29, 2018

Customer Service Week — 7 Great Ideas to Celebrate Your Agents

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Imagine for a second your Keurig acts up one morning. You get on your phone and dial Keurig’s support line…but you don’t get an answer. Annoyed, but in need of your morning fix, you head down to the coffee place down the street…but it’s completely deserted. Well, except for the long line of uncaffeinated people […]

August 31, 2018

We’ve Got You Covered! Gladly’s Now PCI Compliant

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According to a recent PwC survey, 87% of consumers say they will take their business elsewhere if they feel a company isn’t handling their data responsibly. That’s an incredibly impactful statistic for the modern contact center today which deals with an immense volume of sensitive customer data on a daily basis. And it also underscores […]

August 30, 2018

Bloomberg Technology: The Next Big Trends in Venture Capital

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Screenshot of Emily Chang and Joseph Ansanelli discussing the top trends in customer service

Gladly CEO, Joseph Ansanelli, joined Emily Chang on Bloomberg Technology as they talked about the next big trends in venture capital. During their chat, the two also touched on hot topics in today’s VC landscape including how Gladly is helping companies like JetBlue truly harness the power of the information they have to help provide […]

August 23, 2018

Forbes: What Customers Want And Expect

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Forbes August 5, 2018 Our 2018 Customer Service Expectations Report was recently featured in renowned customer service expert Shep Hyken’s Forbes column. As Shep points out in his article, customer expectations are higher today than ever before; a trend we expect will continue rising. Customers today aren’t comparing you to your direct competitors, whether in […]

July 11, 2018

Building a Diverse and Wonderful Workforce

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Gladly sent 24 people, women and men, to the recent Girls in Tech Catalyst Conference. We set up our booth, donned our Girl Power t-shirts, and proudly displayed our gender diversity stats at a well-attended booth under the beautiful rotunda at Westfield Mall. Catalyst is the first conference that Gladly has sponsored, representing precious dollars […]

May 18, 2018

A Big Gladly Welcome to Bruno Bergher

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Bruno Bergher

Every once in awhile you meet someone in your career that stands out above the rest. For me, one of those people is Bruno Bergher, who recently joined Gladly as our VP of Design, and is now one of our executive leaders. Bruno is one of those rare design professionals who not only has amazing abilities in user […]

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