Aashna Malpani

Mining your Shopify contact center for revenue gold

Learn how AI surfaces recurring friction points in Shopify support and resolves root causes to reduce tickets while boosting conversion.

How to recover lost customers as a small business

Lost customers cost more than you think. Learn 7 proven strategies to win back lapsed buyers, reduce churn, and turn past customers into loyal advocates.

5 FAQ updates that actually reduce support volume in hospitality

Most hospitality FAQs answer the wrong questions. These 5 updates address what guests actually ask and cut repeat contacts before they reach your team.

The loyalty moment hiding inside your holiday travel chaos

New data shows 36% of travelers faced cancellations in 2025. Learn how the 10-minute response window turns disruptions into your biggest loyalty advantage.

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.

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.

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.

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.

Why your patient chatbot fails at midnight

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

AI is raising its CX voice

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

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.

Retail trends 2027: 14 shifts shaping how people shop

Retail trends for 2027, from AI shopping agents to returns that become exchanges and ecommerce service that drives revenue. See what to act on first.

AI in hospitality, changes in the hospitality industry

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

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. 

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.

Gen X buying habits and how this generation shops online

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

Personalization and speed: Two rising customer needs brands must meet

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

Customer service expectations survey and statistics

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

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

Creating a customer experience strategy for long-term loyalty

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

5 customer support trends not to miss in 2026

Here, Gladly shares the top 5 customer support trends to watch in 2026.

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.

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.

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

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

15 ways to reduce call center costs by 40% in 2026

Cut call center costs by up to 40% with 15 proven strategies that deliver efficiency and customer value together.

We'll call you back is costing you every night

Delayed callbacks cost boutique hotels more than one lost booking. Learn what guests expect and how independent properties can respond instantly.

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.

Best contact centers of 2026

Choosing contact center software is a critical technology decision for customer-facing organizations. The right platform changes everything.