The most beloved brands do more than contact customers, they connect with them. So, how can you transform your contact center into a connection center? Gladly Connect is an annual conference where inspiration meets insight for customers, partners, and customer service professionals to explore what it means to deliver radically personal customer service.

SPEAKERS
Avatar of Joseph Ansanelli JA
Joseph Ansanelli
CEO & Founder
Gladly
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Avatar of Kate Showalter KS
Kate Showalter
Vice President, Services
Crate and Barrel
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Avatar of Lauren Forrest LF
Lauren Forrest
Director of Customer Experience Engagement
Warby Parker
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Avatar of Danny Cox DC
Danny Cox
Vice President of Guest Experience
Breeze Airways
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Avatar of Logan Rose LR
Logan Rose
Manager of Customer Advocacy
Framebridge
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Avatar of Jason Faria JF
Jason Faria
Vice President of Customer Experience
V Shred
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Avatar of Jim Gallagher JG
Jim Gallagher
Vice President, Customer Care & Fraud
Nordstorm
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AGENDA
4:00 PM - 5:00 PM UTC
The Future of Customer Service is Radically Personal

Today, customers expect more personal service. To succeed, companies must focus on loyalty –– creating connection with every great experience, and transforming agents into Service Heroes of...

  • Joseph Ansanelli
5:00 PM - 5:05 PM UTC
Short Break

Break in between sessions

    5:05 PM - 5:35 PM UTC
    Reinventing "Heritage of Service" for the 21st Century

    Hear from the brand that is synonymous with providing great service. Jim Gallagher, Vice President, Customer Care & Fraud at Nordstrom, shares how they have evolved with the ever-changing retail landscape...

    • Jim Gallagher
    5:35 PM - 5:40 PM UTC
    Short Break
      5:40 PM - 6:10 PM UTC
      Driving Natural Sales - Shifting Away From a Cost Center

      Crate & Barrel VP of Customer Care and PMO, Kate Showalter believes that if you provide great service, sales will naturally come. Learn how the popular retailer evolved its Customer Service department...

      • Kate Showalter
      6:10 PM - 6:15 PM UTC
      Short Break
        6:15 PM - 6:45 PM UTC
        Helping Customers Help Themselves

        Jason Faria, Vice President of Customer Experience at V Shred shares best practices for expanding self-service. Hear the story of his journey of creating an entire customer service team in-house to maximize...

        • Jason Faria
        6:45 PM - 6:50 PM UTC
        Short Break
          6:50 PM - 7:20 PM UTC
          Meeting Customers Where they Are

          Logan Rose, Manager of Customer Advocacy at Framebridge, shares how its support team creates customer conversations with a multi-channel approach. Learn how automation can enable more personable service....

          • Logan Rose
          7:20 PM - 7:25 PM UTC
          Short Break
            7:25 PM - 7:55 PM UTC
            Matching for Faster Resolution

            Danny Cox, Vice President of Guest Services at Breeze Airways, shares how they prioritize customers based on real-time needs. Learn how they are equipping their service heroes to transform customer service...

            • Danny Cox
            7:55 PM - 8:00 PM UTC
            Short Break
              8:00 PM - 8:30 PM UTC
              Empowering Heroes to Take Action

              Lauren Forrest, Director of Customer Experience Engagement, shares how to empower customer service heroes to make them more successful—with engagement, coaching, incentives, and the right technology....

              • Lauren Forrest
              8:30 PM - 8:35 PM UTC
              Short Break
                8:35 PM - 8:45 PM UTC
                Closing Remarks
                • Joseph Ansanelli
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