How Ulta transforms their industry with a guest-centric approach
Featuring Adam Seede
Director of Guest Services at Ulta
In this Gladly podcast episode, hear from Director of Guest Services at Ulta Beauty, Adam Seede, as he explains how Ulta Beauty weathered retail closures during the COVID-19 pandemic, turned guest services into a revenue driver, and continues to remain customer-focused during an accelerated shift to digital.
Ulta Beauty has redefined beauty shopping for nearly three decades with the promise, "all things beauty, all in one place." Tune in as Adam reveals the visionary grit of this retail powerhouse.
"We have to move from being transactional to being purposeful—building a relationship and not just thinking about guest services as a post-transaction team that helps answer tracking questions."
Adam Seede
Director of Guest Services, Ulta
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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