How JOANN creates a “happy place” for teams & customers
Featuring Drew Chamberlain
Director of Operations and Customer Experience at JOANN
In this Gladly podcast episode, learn from Drew Chamberlain, the Director of Operations and Customer Experiences at fabric and craft retailer JOANN, how their brand evolved to embrace digital innovation while always putting customers first.
At JOANN, their holistic approach to customer experience begins with the recruitment of customer service team members, and ends with dedicated, engaged, lifelong fans.
"We’re always looking at how we can make the experience better for the retail customer and how we can make it better for our team members, too."
Drew Chamberlain
Director of Operations and Customer Experience, JOANN
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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