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Customer service is kind of our thing. And we like to share what we and our friends have learned. Discover useful tools and stay up-todate on industry trends and news.

Featured

Report

2019 Customer Expecations Report

Report

2019 Customer Expecations Report

Customer expectations have changed. Have you? Get the 2019 Report for insights from over 1500 customers on customer expectations.

Featured Stories

JetBlue to take Customer Service Tech to the Skies

via Wall Street Journal — Gladly taking flight

By Zareen Islam

‘Channel’-ing Your Customers Expectations

An illustrated look at the modern customer

By Zareen Islam

Customer-Centered [Self-] Service

Sometimes people feel like talking, and sometimes they don’t.

By Bruno Bergher

Driving the Future of Service

See how conversations shift the conversation towards revenue

By Mike McCarron

Webinars and Demos

See what radically personalized service means for customers and the agents that help them. See all our webinars

On-Demand Webinar

From cost center to revenue center

On-Demand Webinar

From cost center to revenue center

Transforming customer service into your top marketing campaign.

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On-Demand Demo

Gladly Demo

See how conversations shift the conversation towards revenue

Watch a Webinar

On-Demand Webinar

Building a Customer- Centric Culture

Join Nate Brown for a conversation on lasting customer culture.

On-Demand Webinar

How JOANN Crafts Personal Service with Gladly

Watch now to learn how JOANN drove 93% improvements in efficiency using Gladly.

On-Demand Webinar

How to Scale Customer Support in a High Growth Company

How high growth companies can manage and scale their customer support operations.

On-Demand Webinar

4 Ways Top Brands are Innovating with Gladly

Watch our webinar to see how brands like JetBlue and TUMI are using Gladly to deliver a modern customer service experience.

Reports and Guides

Get actionable insight with our essential resources for leaders and visionaries in customer service. See all our guides.

2019 Customer Expectations Report

Trends and insights from 1,500 customers about customer service.

2020 Vision Report

Featuring original research from Future Commerce, Vision 2020: The State of Retail reveals the top trends you need to know to develop a winning strategy for the next decade.

25 Customer Service Benchmarks You Need to Grow Your Business

See where you stand with your customers with these 25 customer experience benchmarks

From the Blog

A Tale of Radically Personal Service

Every day customer service heroes...

By Zareen Islam

Introducing Radically Personal: A New Podcast From Gladly

It's time to get Radically Personal

By Joseph Ansanelli

The Top 10 Digital Commerce Trends Shaping the Future of Customer Experience

A Future Commerce Report on the State of Retail Gladly partnered with Future Commerce...

By Katya Lopez-Nichols

Using Data to Improve Your Customer Experience

A great customer experience is about a lot more than just the sale.

By Zareen Islam

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Podcasts

We hear incredible customer service stories every day—and now you can too. See all our podcasts

Podcast Radically Personal S1 E4

Creating a “happy place” for both the service team and customers

Podcast Radically Personal S1 E3

Building a brand that feels like a friend

with Melanie Travis, Andie Founder and CEO

Podcast Radically Personal S1 E2

Legendary customer experience to match a legendary vehicle

with Jeff Newman, Porsche Customer Care Manager

Customer Spotlights

We’re building amazing customer service experiences with the world’s best brands. See our stories.

Featured Spotlight

Featured Spotlight

Taking customer service to new heights.

“A JetBlue experience is more than just getting passengers from one place to another—it's about building meaningful relationships with our customers and treating them with humanity as people, not numbers.”

Frankie Littleford
Vice President Customer Support Experience, Operations and Recovery

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More Customer Stories

Customer service built for the long haul.

Crafting the perfect  customer experience.

Delighting customers with native personalization.