Trends and expert opinions

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

Pulled-forward spending is real and here’s you avoid the post-spike slump

Facing a post-spike slump from pulled-forward spending? Discover how AI-powered CX strategies boost customer retention and turn support into a revenue driver.

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.

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.