Aashna Malpani

What CX leaders can learn from Spotify Wrapped

Spotify Wrapped generates billions of impressions because it makes customers feel seen. Here's how to apply those principles to create loyalty at scale.

How pact scales CX teams without burning out

Lauren Inman-Semerau shares why the efficiency vs. personalization debate is a false choice, and how AI is changing everything.

The future of customer experience in retail, 2025 trends defining 2026

Discover how AI in retail is revolutionizing customer experience. Get strategic insights to boost engagement, personalize journeys, and drive growth.

Best Shopify apps for SMBs to boost support and growth

Cut through 8,000+ apps to find what actually works. The essential Shopify tools for small businesses to scale support, drive retention, and grow revenue.

Ticketing customer service is broken and here's how AI fixes it

Traditional ticketing customer service is reactive and expensive. Learn how AI solves delivery failures, venue changes, and refunds before customers call.

Emotional intelligence in customer service for holidays

Neuroscience proves customers remember how you made them feel. Master emotional intelligence in customer service this holiday season with free training.

Why your patient chatbot fails at midnight

Discover why you need intelligent and empathetic AI that prioritizes resolutions over deflection.

Phygital shopping: the future of retail customer experience

Discover how phygital shopping blends physical and digital retail to create seamless customer experiences that drive loyalty and revenue growth.

AI in hospitality, changes in the hospitality industry

Find out how AI in hospitality is changing the industry and affecting guest experiences.

What is shoppertainment and how it transforms modern retail

Defined as a revolutionary retail strategy combining shopping with entertainment through live streaming, interactive content, and social engagement.

Bad CX Is a feature, not a bug—why AI vendors are designed to frustrate your customers

Most AI vendors profit when their bots deflect customers, creating frustrating CX. Resolutions + Assists model drives both loyalty and efficiency

5 customer support trends not to miss in 2022

Here, Gladly shares the top 5 customer support trends to watch in 2022.

Learn from their personalization mistakes: 3 examples of brands misusing data

Planning to leverage your user data to implement personalization? Proceed with caution.

Gen X online shopping — cracking the code to this demographic

This high-spending group can become your most loyal customers — if you know how to deliver against their preferences and needs.

The expectation economy and what it means for customer service

With the expectation economy, demands on brands are increasing; from better quality products and experiences to transparent information.

How to surprise and delight customers to earn their loyalty

Being able to surprise and delight customers — not just meet their basic needs—is the secret of the world’s most beloved brands.

Exploring the changing shopping habits of baby boomers

Discover the communication preferences and shopping habits of this generation, as well as how to provide better customer support to these shoppers.

Creating a customer experience strategy for long-term loyalty

Focusing on interconnected experiences, actioning on customer feedback, and scaling smart are keys to success.

The evolution of customer experience

Track the qualitative and quantitative CX evolution through the decades. See how powerhouse brands Apple and more captured the pop culture spotlight.

New Guide for Customer Service: How to Exceed Expectations of the Modern Consumer

Leading customer service experts including Shep Hyken, Jay Baer, Dan Gingiss, Jenny Dempsey & Mike McCarron provide insights into serving modern consumers.

Customer service expectations survey and statistics

Our Customer Service Expectations Survey is back again this year, chockfull of valuable customer insights and statistics.

Personalization and speed: Two rising customer needs brands must meet

This and more key consumer insights from the 2019 Customer Expectations Report

Top 10 Digital Commerce Trends Shaping the Future of CX

A Future Commerce Report on the State of Retail

5 modern customer experience strategies your business can’t do without

Customer experience is the lifeblood of your business. Depending on the quality of the customer experience, your customers will either enjoy it or endure it. 

Customer Satisfaction Surveys

Customer satisfaction surveys (also known as CSAT surveys) are an essential tool used by customer service teams to gauge a customer’s overall satisfaction.

Having multilingual CX is a modern shopping must-have. Here’s why

As more businesses move online and more of the world continues to become interconnected.

AI is raising its CX voice

Voice AI is transforming customer experience. Explore how it works, its benefits, and how Gladly's AI-powered Voice solutions can keep you competitive.