Trends and expert opinions

The hidden cost of slow warranty support in consumer electronics

Warranty delays cost more than you think. Every slow claim erodes trust, inflates returns and chips away at customer lifetime value.

How to build the team that keeps your AI running

Learn the skills, roles, and capacity needed to run AI in customer service. A practical guide to tuning, monitoring, and continuous improvement.

7 best order tracking apps for Shopify merchants in 2026

The best order tracking apps go beyond simple widgets and landing pages. Here's our list of the best customer service software to handle repetitive tasks like order tracking, returns, and more.

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.

The holy grail of personalization: what we heard at eTail Palm Springs

Gladly's VP of Sales joined an eTail panel on personalization at scale. Here are the takeaways — and what they mean for CX.

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.

The silent revenue leaks

Every year, brands suffer because of slow responses. Learn why peak season CX failures cost more than you think and prepare for 2026.

7 Voice AI promises that signal risk, not results

Evaluating Voice AI vendors? Learn the 7 common promises that signal risk, and the questions CX leaders should ask to avoid costly mistakes.

Stop buying Voice AI like software. Evaluate it like a team member.

Stop treating Voice AI like software. Learn the framework to evaluate and hire the right Voice AI for business fit, technical skill, and ROI.