KURU: Creating anticipatory customer service experiences
Featuring Sean McGinnis
President & Integrator at KURU Footwear
In this Gladly podcast episode, join President & Integrator of KURU Footwear, Sean McGinnis, on balancing personalization with efficiency, and how leading with empathy acts as KURU's golden rule of service.
Plus, hear why KURU took an unconventional approach–avoiding distribution through Amazon or eBay, or wholesale via stores like Dicks Sporting Goods–to maintain full control of their customer experience.
"You’re either oriented for personalization or you’re oriented for efficiency and sometimes you can find both, and when you can, it’s magical."
Sean McGinnis
President & Integrator, KURU Footwear
About the host
Joseph Ansanelli is Executive Chairman & Co-Founder of Gladly, a CX platform powered by AI that puts people, not tickets, at the center of every conversation. In addition to leading Gladly, Joseph is a partner at Greylock Partners. As host of Radically Personal, he serves as a curiosity translator, drawing out strategies and hard-won lessons from CX leaders navigating the AI revolution, exploring how they prove ROI, manage change, and scale without compromise.
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