Name: Leading With CX — A Founder's Approach to Business Growth
Start: 2024-11-13T20:04:00Z
End: 2024-11-13T20:04:41.000Z
Location: BrightTALK
Rating: 0

Gladly's AI-driven Customer Service Platform focuses on people, not tickets, fostering delightful experiences that enhance revenue and lower costs. Explore our live and on-demand events and webinars with industry leaders sharing essential insights, strategies, and the latest customer service trends.

AI is here, and while some brands are considering how it fits into their strategy, others are already hard at work implementing it in their day-to-day.

Hear practical strategies and personal experiences from leaders on what prompted their entry into the world of AI — how they approached it within their organizations and how they’ve been applying it across their teams. From discovery to implementation and daily use, we’re exploring how AI is the best sidekick in helping support teams streamline, scale, and grow customer loyalty.

From Theory to Practice — AI Adoption Across Real Business Scenarios

Through external challenges, evolving customer expectations, technological shifts, and macroeconomic pressures, Nordstrom has remained a benchmark for exceptional customer experiences.

Join Jim Gallagher, Vice President of Customer CARE & Fraud, as he discusses Nordstrom’s dedication to crafting effortless and delightful service experiences. Dive into the principles that underpin the company’s customer-centric approach, and learn how to transform your CX from a cost center to a value center. From redefining the future of CX to harnessing the power of AI in driving proactive support, Jim’s session promises to inspire and empower organizations to elevate their standards of service.

Reimagining Excellence in CX and Adding Value to Your Brand

To meet growing customer expectations and evolving business needs, brands need modern customer service teams that are rooted in innovation. It’s the pivotal role of CX leaders to champion a culture of change by advocating for customer-centric strategies that drive this innovation.

This panel spotlights trailblazers at Condé Nast, Samsonite, and Holly Hunt who are paving the way for change across their industries and challenging the status quo within their organizations.

By sharing success stories, best practices, and the tangible benefits of customer-focused initiatives, this session will inspire and empower fellow CX leaders to become change agents within their organizations, fostering a new era of customer service.

CX Change Makers — How to Impact Innovation Across Your Organization

Over the course of the last few years, consumers have re-evaluated more than just what they value in life. They’re taking a hard look at existing relationships with brands and making a switch when values don’t align. This is why customer experience should be an everyday decision for everyone in your company — when you invest in making your customers’ lives easier and better, you’re also investing in your long-term success.

In her Gladly Connect Live 2023 keynote, CX expert and bestselling author, Blake Morgan, shares real-world examples and action items that will help you stand out and connect with modern customers.

4 Ways to Make a Customer Experience Decision

From a global pandemic to a looming recession, the events and trends that shape the commerce landscape are often unexpected and consequential. Being able to navigate uncertainty and remain adaptable is critical to a business’s success, especially as it relates to customer experiences.

Watch this Gladly Connect Live 2023 session by Matt Powell, Chief Technology Officer at FTD, where he addresses the challenges that brands are facing today. Take a glimpse into the future of commerce and leave with the tools and strategies you need to continue delivering outstanding customer service in an unpredictable world.

Embracing Uncertainty and Navigating Today’s Commerce Landscape

The rapid advancements in technology, specifically AI and automation, are transforming the way businesses interact with customers, and in the near future, they’ll play a more critical role in shaping the customer experience. With these changes come new challenges and new opportunities.

Watch as Nari Sitaraman, Chief Technology Officer at BARK, Inc., discusses insights and predictions on the future of CX and the role that technology will play, and get ready to learn how you can prepare for these changes, leverage AI and automation to improve your CX, and stay ahead of the curve.

[On-Demand Webinar] Improve Efficiencies and CX Processes as Your Business Scales

Today, customers want to communicate with brands in the same way they communicate with everyone else in their lives — across channels, devices, and times of day. And when questions or issues arise, they’re looking to problem-solve quickly, whether that’s through self-service or with the help of a customer service representative.

Watch as Brian Kershon — Director of Global Customer Service at Zenni, Bryan Riter — Director of Customer Care at Deckers Brands, and Sienna Hitzeman — Senior Product Manager of Support at Chegg Inc. discuss their strategies to meet challenges and opportunities that arise when commerce happens everywhere, at any time.

How to Deliver Exceptional Customer Support at Every Touchpoint

Building long-lasting customer loyalty is critical for any business to thrive. But in today’s crowded marketplace, it’s not easy to achieve.

In this Gladly Connect Live 2023 session, Mara Castro, EVP of Customer Experience at Evolve, shares how to break through and find success by way of trust, transparency, and seamless and personalized experiences that not only meet customer expectations, but exceed them.

Whether you’re building a team from scratch or reshaping an existing one, you’ll want to watch to gain actionable insights that take your customer service game to the next level.

The Key to Building Long-Term Loyalty in Today’s Crowded Market

In today’s competitive commerce environment, exceptional CX is the key to standing out and finding success. And if exceptional CX begins with your customer service team, it shouldn’t come as a surprise that the secret to success for your business is happy, supported, and empowered CS employees.

Watch as Susan Tynan, Founder and CEO of Framebridge, discusses the power of empathy in customer service and the importance of developing emotional intelligence on your customer service team. She’ll share how creating a supportive and engaging work environment for employees can ultimately create meaningful and memorable customer interactions that strengthen relationships and build brand loyalty.

The Direct Link Between Hero Happiness and Customer Satisfaction

Today the most-loved brands are not the best at getting new customers — they’re the best at growing loyal customers. To succeed in a loyalty-driven economy, companies must focus on creating connections through great experience and transform agents into Service Heroes of their brand.

In his Gladly Connect Live 2023 keynote, Joseph Ansanelli, CEO of Gladly, discusses how to make customer service your business and put people at the center of every experience.

Winning in the Loyalty-Driven Economy

With so much global financial and political instability, business uncertainty may be here to stay. But uncertainty need not be paralyzing; the best companies will have a plan for withstanding any challenges that come their way and a roadmap of where they want to go after the storm subsides.

Learn from Dan Gingiss, Customer Experience Coach & 2x author, and Joe Ciuffo, Director of Product Marketing at Gladly, as they discuss strategies customer service leaders should take to reduce the risk of uncertainty.

[On-Demand Webinar] Surviving Business Uncertainty

The customer experience doesn't end once there's a purchase. As packaging supply company Paper Mart puts it, "The shopping experience extends far beyond your initial order."

But how do you provide an excellent end-to-end customer experience that takes agent happiness into account, as well?

Learn from Andy Knosp, VP of Product Marketing at Gladly, and Jennifer Flores, Paper Mart’s VP of Sales and Customer Support.

Why Paper Mart Switched to Gladly Customer Service

For brands with highly personal products, such as skincare, the ability to deeply understand who each of your customers are is a must-have.

Not all brands have a one-size-fits-all product approach. And when it comes to skincare, shoppers’ knowledge level runs the spectrum, from total newbie to seasoned expert. In this shopping scenario, support teams need to clearly know who each customer is in a two-second scroll and understand their needs. What do they like? What products are they avoiding? Are they a first-time buyer, or a long-time customer?

Learn from Andy Knosp, VP of Product Marketing at Gladly, and Justin Crosbie, Head of CX at TULA Skincare.

Why TULA Skincare Switched to Gladly

A recent survey shows that customer service agents rate their happiness 2.3 out of 5 stars — meaning there's much room for improvement.

But how do you achieve the delicate balance of keeping agents happy while also delivering radically personal CX? Premium sock and apparel brand Bombas knows the answer.

Hear from Nick Martin, Director of Customer Happiness at Bombas, and Andy Knosp, VP of Product Marketing at Gladly.

Why Bombas Switched to Gladly

Imagine a world where you can anticipate your customers' needs before they even reach out — sounds incredible, right? This is the reality for Native Shoes, an animal-free footwear brand whose proactive customer service strategies build stronger relationships and increase long-term value. Hear from Andy Knosp, VP of Product Marketing at Gladly, and Kelly Spence, Senior Manager of Customer Care at Native Shoes, as they share their insights.

Why Native Shoes Switched to Gladly

For subscription box businesses like FabFitFun, it might be tempting to think customer service can be put on autopilot. However, the truth is, customer care plays a critical role in driving subscription renewals.

Hear from Liis Saar, Director of CX Tools & Systems at FabFitFun, and Andy Knosp, VP of Product Marketing at Gladly, as they share how FabFitFun is increasing sales and boosting CSAT.

Why FabFitFun Switched to Gladly

As online shopping continues to grow, customer service teams face increasing pressure to meet customer expectations at every stage of the buying journey. With the holiday season approaching, preparation is key — but it’s often a challenge.

Hear from Christina Sheehan, Associate Director of Workforce Analytics and VOC for Customer Care at Crate & Barrel, as she shares how the brand equips its customer service agents to excel during the holiday rush.

How Crate & Barrel Preps Customer Service for the Holidays

In this dynamic fireside chat between Allbirds co-founder, Joey Zwillinger, and Gladly CEO, Joseph Ansanelli, the leaders discuss the role of CX and its impact and importance across the business — from finance to ops and product.

You’ll hear how Joey views customer service as a true value center for the business, along with strategies to enhance your support organization’s performance with emerging technologies like AI. Plus, preview what’s next for Allbirds to see how Joey envisions customer service continuing to drive their company forward.

Leading With CX — A Founder's Approach to Business Growth

CX leadership

Customer Experience

CX strategy

Leadership in CX

Service excellence

CX-driven growth

Brand loyalty

Customer Success

CX transformation

Customer Engagement

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In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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Leading With CX — A Founder's Approach to Business Growth

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