9 ways to improve customer effort scores

Use these 9 friction-removing strategies to add ease to your overall customer experience, boost shopper satisfaction, and improve agent efficiency.

How to evaluate customer service technology

These 7 steps are essential for CX leaders who need to find the right solution for their organization.

Prepare for peak season like Crate & Barrel

Get ahead with this list of valuable strategies and best practices from leaders at Crate & Barrel.

[Free checklist] Building a customer-focused business strategy

With this free checklist, you can determine whether your organization is taking a top-down approach to a customer-focused business strategy.

Customer service productivity metrics

In this post, Gladly breaks down key productivity metrics — AHT, RPR, FCR, CAR, and concurrency.

5 customer retention metrics for CX leaders to track

These crucial metrics are indicators of customer satisfaction, loyalty, ease of experience, retention, and revenue impact.

Create a service recovery strategy in 4 steps

With an effective service recovery process, brands can turn negative customer experiences into positive ones and prevent long-term customer churn.

What is customer experience maturity? [free assessment]

It’s not guaranteed that as a business scales, so does its CX — which is why tracking CX maturity is crucial.

Agent Churn – The Costs of Losing Agents and How To Stop It

With a few actionable strategies, CX leaders can better retain top customer service performers.

A comprehensive guide to customer service SLAs

Customer service SLAs are critical for businesses because they establish clear expectations for response times, issue resolution, and customer satisfaction.

Becoming a champion subscription service

Read our conversation with Tasha Puckett, Sr. Manager of Customer Support at FightCamp.

The impact of leadership on customer service success

Discover actionable tips for customer service leaders to enhance CX by empowering their teams through effective leadership.

Why a customer loyalty mindset is the secret to long-term success

Hear from Gladly's CEO and Co-Founder on why now is a critical time for brands to make the shift to a customer loyalty mindset above all else.