AI evals for AI — sounds sci-fi, leads to improvement

Alice Li breaks down AI evaluation frameworks: manual vs automated, key tradeoffs, and the importance of human oversight. Essential reading for product teams.

How AI is putting ‘customer’ back in customer service

Customer Service & Experience Executive John McCahan explains why the future of CX isn’t about replacing humans with AI.

Stop replacing agents — start empowering them

Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.

Your CX team’s AI rollout won’t be fast or smooth, but it will be worth it

Discover key insights from BSN Sports on the challenges and benefits of AI rollouts in CX.

4 strategies for building a revenue-generating CX program

These profit-focused CX strategies from some of the world’s top brands lay the foundation for teams who want to boost revenue.

Bringing authenticity to digital retail experiences with Tecovas CRO Kim Heidt

Tecovas CRO Kim Heidt spoke at GCLive 2024 about how ecommerce brands can replicate the personalization of an in-person experience online.

Creating a CX-centric organization with Allbirds CEO Joey Zwillinger

Businesses that embrace CX-driven strategies can build stronger connections with customers, drive innovation, and set themselves up for sustained growth.

The journey to AI – real business cases brands are testing today

Want to implement AI, but don’t know where to start? Learn from CX leaders at Breeze Airways, Rothy’s, and BSN Sports.

How CX leaders are doing more with less and seeing success

Three CX leaders from Crate & Barrel and FTD Flowers share strategies for support teams to do more with less, without sacrificing service quality.

CX leaders Q&A – how to drive change within your organization

Learn from CX leaders at Samsonite, Holly Hunt, and Condé Nast, who share their strategies for challenging the status quo and driving effective change.

How to prepare for CX software renewals

Feel empowered going into your CX software renewal process with this value-focused checklist.

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.

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.