Gladly Connect Virtual 2025 on-demand
Explore what it means to deliver radically personal customer service. Watch the on-demand sessions below to gain practical insights, hear winning CX and AI strategies, and learn how to make lifelong loyal customers.
Refuse to compromise
Today’s customer experience landscape demands more — faster service, deeper personalization, and greater efficiency — but most platforms force brands to choose between connection and cost. Join Gladly CEO Joseph Ansanelli as he shares a new vision for the future of customer experience, where brands don’t have to settle for less. Learn why refusing to compromise isn’t just possible — it’s the key to building loyalty at scale.
Voice AI done right - a practical guide
Voice remains the highest-stakes customer channel—get it right, and you build loyalty; get it wrong, and you create frustration. This technical session cuts through the complexity of Voice AI to show you what actually works in real customer environments. See Gladly Sidekick Voice in action, learn the critical decision points in implementation, and understand how to measure success beyond just call deflection. Rather than dwelling on theory, we'll focus on practical strategies that drive results—identifying your best use cases, preparing your team for success, and creating experiences that both agents and customers will embrace.
Training AI like an agent
Join Lauren Inman-Semerau, the Head of Customer Experience at Rothy’s, as she walks through the practical steps of planning, training, and growing your AI program from initial goal-setting through measuring success. Learn how thoughtful setup enables measurement, how treating AI as a new team member rather than just a tool is key to Rothy’s approach, and how using AI implementation can be an opportunity to develop your customer service team’s careers as well as a cost savings journey. You'll leave with a playbook on how to implement an AI program that drives efficiency while maintaining quality, including real examples of how Rothy's achieved consistent SLAs and managed peak seasons without additional hiring.
Competitive edge: how diverse industries turn service into success
In this fast-paced session, service leaders from diverse industries share their Gladly implementation stories in quick, focused lightning talks. Each speaker will walk through a specific challenge, how they Gladly to addressed it, and the outcomes they've achieved. From media and publishing to pet subscription services to airline travel, you'll hear how different business models require different approaches to creating seamless experiences. Walk away with practical insights and fresh ideas from outside your industry that you can adapt to your specific customer service challenges—all delivered in an engaging, rapid-fire format.
Gladly optimization: quick wins for immediate platform performance
Take your Gladly instance from functional to exceptional with a practical "tune-up" that delivers immediate results. Even seasoned users can miss critical optimization opportunities hiding in plain sight. This breakout session reveals the top configuration adjustments you can implement yourself—no PS engagement required—to dramatically improve efficiency and performance. We'll cover conversation workflow settings, inbox organization best practices, topic review strategies, and common "Frankenstein" configurations to avoid. Learn how to evaluate your current setup against Gladly best practices and walk away with a 10-hour action plan for transforming your implementation. Perfect for teams who want quick wins without major investments.
AI implementation roadmap: planning your first 90 days
Successful AI implementation doesn't happen by accident. This focused session highlights the critical first steps that make or break your AI journey. You'll learn the key elements of pre-implementation planning, including how to identify your best starting points and prepare your team for the transition. We'll showcase practical examples of how our newest features make AI configuration more approachable, particularly for common scenarios like order management. Leave with a practical framework for your first 90 days of implementation—whether you're just getting started or implementing new AI features in your existing platform.
Revenue unlocked: turning customer support into a growth engine
It's time to turn your customer support organization into a revenue generation machine. Join Nancy Orgill, Customer Support Manager at KUHL, as she shares how they've transformed their support organization into a revenue-generating powerhouse and gives you the tools to do the same. In this session, you'll learn how to develop a revenue-focused strategy, leverage AI to identify upsell and cross-sell opportunities and personalize recommendations, and empower your agents to create revenue generation moments, as well as measure and track your success.
Shaping the future of CX: 2025 roadmap update
Economic pressures are rising, but the need to deliver exceptional experiences has not changed. Join us for a look at what we have delivered so far this year and how we are evolving our product to help you meet higher customer expectations without compromise. We will share updates on expanding automation across more channels, boosting agent productivity, and enhancing the platform to support your goals today and into the future.
Creating the perfect AI-human balance
"Should this be handled by AI or a human?" It's the question every service leader struggles with. In this panel discussion, you'll hear from Customer Experience leaders with different approaches to this crucial balance. Learn how they decided what AI should handle versus their team, designed seamless handoffs between the two, and measured success. From initial skepticism to enthusiastic adoption, these leaders share practical advice for creating experiences where technology and human connection work hand in hand.