MARCH 25-27, 2024
SCOTTSDALE, AZ AND VIRTUAL

Gladly Connect Live 2024

Register now

Thank You to Our 2023 Speakers

CX, Reimagined for Today

At this year’s Gladly Connect Live, we’re inviting you to embark on a transformative CX journey to a place where exceptional service and AI enhancements have the power to redefine how customers experience your brand.

Gladly will lead the way as your trusted guide, encouraging you to shift your mindset away from legacy CX thinking and empowering you to create genuine connections and long-lasting relationships with customers.

Why Attend Gladly Connect Live 2024

Join us for this community-building event that will transform your approach to customer experience and inspire new ways to drive business growth.

Gladly Connect Live

Explore Trends
Shaping CX

Learn about today’s biggest customer service trends and the ones guiding the future of CX.

Learn From
Industry Visionaries

Hear from trailblazers and subject-matter experts at brands leading the way in customer experience.

Preview Our
Product Roadmap

Get an exclusive first look at the Gladly innovations that will drive your CX strategy forward.

Key Event Takeaways

Leave Gladly Connect Live 2024 feeling inspired and equipped with the tools and ideas needed to supercharge your CX organization.

Gladly Connect Live

Insights and Strategies

Walk away with a playbook for driving immediate change on your team and within your business.

Real-World Use Cases

Find inspiring examples and useful applications from real customer success stories to boost your CX.

Community of Peers

Grow your professional network and open the doors to potential partnerships and new ventures.

PREVIOUS ATTENDEE EXPERIENCE

“I absolutely loved all of the content, panels, and speakers that attended. Whether or not you’re currently using Gladly, are a prospective customer, or aren't even looking for a new CRM, attending this event is a great learning opportunity and a way to get motivated for your team.”

“It was helpful to collaborate and network with other retailers, understand the problems we're trying to solve, and get tactical advice on how each business approaches them.”

"Such an incredible event, when Gladly said CONNECT, they really meant it! I met wonderful people and learned so much over a 48-hour period — thank you!"

Who Attends Gladly Connect Live

Industry Leaders

Leaders from influential brands who are invested in turning their customer service centers into revenue generators.

Gladly Customers

Companies that use Gladly and are looking for fresh insights, best practices, and winning strategies from their peers.

CX Enthusiasts

Professionals interested in gaining industry insights and learning more about today’s customer experience trends.

A Word From Our Guest Keynote

Hear from our 2024 guest speaker, Louie Gravance, as he previews what’s in store for his keynote speech on March 27.

Conference Agenda

Explore the can't-miss topics and speakers at Gladly Connect Live 2024.

Featured Keynotes

March 26 | 10:00 am MDT

People-Centric Customer Service in the Age of AI

A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.

Joseph Ansanelli

CEO, Gladly

March 27 | 10:00 am MDT

Seven Secrets for Consistently Delivering ‘Wow’ Service

Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.

Louie Gravance

Former Leader,
Walt Disney Company

ALL EVENTS
DAY 1

Tue, March 26

DAY 2

Wed, March 27

March 26
10:00 am
MDT

People-Centric Customer Service in the Age of AI

keynote
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A new era of customer experience is upon us — one that utilizes both AI and human support to deliver personalized experiences which foster stronger customer loyalty. Join Joseph Ansanelli, CEO of Gladly, to learn how to tap into the combined power of people and AI to deliver radically personal customer service.

Joseph Ansanelli

CEO, Gladly

March 26
11:10 am
MDT

Leading With CX — A CEO's Approach to Business Growth

session
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Join us for a dynamic fireside chat between Allbirds CEO, Joey Zwillinger, and Gladly CEO, Joseph Ansanelli as they discuss the role of CX and its impact and importance across the business — from finance to ops and product. You’ll hear how Joey views customer service as a true value center for the business, along with strategies to enhance your support organization's performance with emerging technologies like AI. Plus, preview what’s next for Allbirds to see how Joey envisions customer service continuing to drive their company forward.

Joey Zwillinger

Co-Founder and CEO, Allbirds

March 26
1:30 pm
MDT

Doing More With Less – Scaling Your Support Team Without Scaling Costs

panel
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Brands today are walking a tightrope of having to grow the business while being asked to do so with less budget and resources. How can teams effectively scale operations without scaling costs, and how can they maintain a level of connection and personalization with customers as they do it? This panel of CX experts will share how they’re able to increase efficiency without growing costs by consolidating their tech stack and streamlining their team.

  • Discover game-changing strategies and practical solutions to amplify your support team's effectiveness without the expense surge.
  • Learn how to redefine scalable support strategies without compromising personalization and quality.
  • Gain insights into the strategic reduction of tech stacks and the benefits of a unified platform for comprehensive CX management.

John McCahan

Vice President of Customer Care, FTD

Christina Sheehan

Associate Director, Crate&Barrel

Simas Tamosaitis

Director of Sales and Services, SelectBlinds

March 26
2:20 pm
MDT

Crafting Authentic Customer Experiences, From Retail to Online

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Every customer interaction presents an opportunity to cultivate a meaningful relationship, but ensuring authenticity across both digital and physical realms can have its challenges. Join us for a fireside chat with Chief Retail Officer, Kim Heidt, as we uncover how she’s fusing the traditional ethos of customer service with innovation at Tecovas. Drawing from her years of experience at the intersection of retail and digital, Kim will share strategies for building authentic relationships centered around why customers seek assistance, not how to deflect them, how to stay resilient and dedicated to your team and customers even during unforeseen challenges, and more.

Kim Heidt

Chief Retail Officer, Tecovas

Joseph Ansanelli

CEO, Gladly

March 26
3:15 pm
MDT

CX Change Makers – How to Impact Innovation Across Your Organization

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To meet growing customer expectations and evolving business needs, brands need modern customer service teams that are rooted in innovation. It’s the pivotal role of CX leaders to champion a culture of change by advocating for customer-centric strategies that drive this innovation.

Join us for an exclusive event spotlighting the trailblazers paving the way for change across their industries and challenging the status quo within their organizations. By sharing success stories, best practices, and the tangible benefits of customer-focused initiatives, this session will inspire and empower fellow CX leaders to become change agents within their organizations, fostering a new era of customer service.

Mike Beaubrun

Director, Global Head of Customer Experience, Condé Nast

Stephanie Kalch

Senior Director of Customer Service, Samsonite

Leslie Nelson

Senior Director of Digital Client Experience, Holly Hunt

March 26
4:00 pm
MDT

The Mindset Shift — Preparing Support Teams for AI

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At last year’s Gladly Connect Live, we unveiled our Hero Experience Report uncovering the motivations, challenges, and opportunities for customer service teams. How have these changed in the era of AI? How has the role of the customer service agent changed? Drawing from real-world examples and audience insights on guiding teams through technological shifts, we'll uncover how AI is transforming the agent landscape. Learn from the experiences of Gladly experts and customers as we discuss how to integrate AI into your support team while keeping your agents and consumers happy and engaged.

March 26
4:00 pm
MDT

From Tickets to People — The ABCs of Implementing Gladly

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Embarking on the journey to scale your business is exhilarating, so don’t let implementation weigh you down. In this session, we’ll guide you through every step of the implementation process — from conception to execution — to help you realize the transformative power of shifting from ticket-centric processes to person-focused interactions with Gladly. Uncover how to unlock the ability to see each customer's journey comprehensively and empower agents with a crystal-clear understanding of their history with your brand. (Spoiler alert – it’s easier than you think!).

March 26
4:00 pm
MDT

Unlocking AI – Getting Started with Gladly Sidekick

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Join us for an AI workshop tailored to CX leaders, where we’ll explore the transformative power of Gladly Sidekick. Discover game-changing strategies and actionable insights from our expert team that will help you harness AI to scale your support team efficiently. From selecting the right AI capabilities to discovering low-lift use cases you can implement today, we’re sharing the Sidekick best practices and practical applications that will unlock the full potential of AI in your organization.

March 27
10:00 am
MDT

Seven Secrets for Consistently Delivering ‘Wow’ Service

keynote
expand

Creating memorable service moments is critical to the success of any business. And finding that delicate balance of high touch and high tech is the key to making them actionable, measurable, and repeatable over and over again. Join Louie Gravance as he draws on over 25 years with the Walt Disney Company to illustrate how service is truly your most indispensable superpower in today’s crowded and dynamic market, and reveal the seven secrets to harnessing it for lasting success.

Louie Gravance

Former Leader, Walt Disney Company

March 27
11:10 am
MDT

Main Stage Session with Jim Gallagher

session
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Jim Gallagher

VP of Customer Care & Fraud, Nordstrom

March 27
12:10 pm
MDT

From Theory to Practice – AI Adoption Across Real Business Scenarios

panel
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AI is here, and while some brands are considering how it fits into their strategy, others are already hard at work implementing it in their day-to-day. Hear practical strategies and personal experiences from leaders on what prompted their entry into the world of AI — how they approached it within their organizations and how they’ve been applying it across their teams. From discovery to implementation and daily use, we’ll explore how AI is the best sidekick in helping support teams streamline, scale, and grow customer loyalty.

Danny Cox

VP of Guest Experiences, Breeze Airways

Mandi Geary

Director of Customer Care, BSN Sports

Lauren Inman-Semerau

Head of Customer Experience, Rothy’s

March 27
12:50 pm
MDT

Gladly Connect Live 2024 Closing

session
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Join us as we close out an amazing 2024 event.

Speakers and Special Guests

We’ve gathered an exciting lineup of CX leaders from the world’s most-loved commerce brands to share their experiences, insights, and predictions surrounding customer service.

Joseph Ansanelli

CEO, Gladly

Mike Beaubrun

Director, Global Head of Customer Experience, Condé Nast

Danny Cox

VP of Guest Experiences, Breeze Airways

Jim Gallagher

Vice President, Customer Care & Fraud, Nordstrom

Mandi Geary

Director of Customer Care, BSN Sports

Louie Gravance

Former Leader, Walt Disney Company

Kim Heidt

Chief Retail Officer, Tecovas

Lauren Inman-Semerau

Head of Customer Experience, Rothy's

Stephanie Kalch

Senior Director of Customer Service, Samsonite

John McCahan

Vice President of Customer Care, FTD

Leslie Nelson

Senior Director of Digital Client Experience, Holly Hunt

Christina Sheehan

Associate Director, Crate&Barrel

Simas Tamosaitis

Director of Sales and Service, SelectBlinds

Joey Zwillinger

Co-Founder & CEO, Allbirds

See all guests and speakers

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Venue and Hotel

The Westin Kierland Resort & Spa

6902 E Greenway Pkwy Scottsdale, AZ 85254
(480) 624-1000

Gladly Connect Live 2024 is taking place at the stunning Westin Kierland Resort & Spa in Scottsdale.

Hotel Reservation

You can reserve your room at the Westin Kierland Resort & Spa online on their hotel website or over the phone with the Westin’s group reservation department at 1-800-354-5892.

Looking for another option? We highly recommend a stay at the AC Hotel by Marriott Scottsdale North, located on The Westin’s property and just a short 3-minute walk to the event venue.

Please note that event room blocks at the properties have expired as of February 23, 2024.

hotel
hotel

Register Now

Whether you plan to join us in person or virtually for Gladly Connect Live 2024, all event attendees can expect the following:

  • Thought-provoking keynotes and sessions
  • Interactive panel discussions
  • Engaging product demonstrations
  • Inspiring stories of customer success
  • Exclusive networking opportunities

Attending In Person?

See more details

Attending Virtually?

See more details

Register

FAQ

Find up-to-date details about Gladly Connect Live 2024.

What is Gladly Connect Live and who should attend?

Gladly Connect Live is an annual CX event where industry experts, customer service professionals, and leaders from the world’s most influential brands gather to share practical insights, best practices, and winning strategies to deepen customer relationships and strengthen brand loyalty.

The event is attended by CX leaders and enthusiasts, ambitious CS agents, Gladly customers, partners and developers, and professionals interested in learning more about industry trends and how to deliver radically personal customer service.

When and where will Gladly Connect Live be in 2024?

Gladly Connect Live 2024 is taking place from March 25 to March 27 in person in Scottsdale, AZ and virtually. Virtual attendees will access the event through a unique link sent to them from Goldcast, our online event host.

What is the price to attend Gladly Connect Live 2024?

The price to attend Gladly Connect Live both virtually and in person is free. However, those attending in person will be responsible for their own travel and lodging expenses, as well as food and beverages outside of event-sponsored events.

Will there be a virtual component of Gladly Connect Live 2024, and how can I access on-demand content after the conference?

Yes, all of the sessions from the Gladly Connect Live 2024 will be available on-demand a week after the event. An email will be sent out to all those who register for the event, and you will be able to access the sessions on gladly.com.

Will workshops be offered during the event?

Yes, there will be break-out sessions and workshops offered to those attending in person.

How will I be able to access the event virtually?

The virtual event will be hosted on Goldcast. We will send you a unique link from Goldcast a few weeks prior to the event, as well as the day before and the morning of the event. You will use that unique link to access the event. The unique link cannot be forwarded for another person to use.

How can I stay informed about Gladly Connect Live 2024?

Make sure to register for Gladly Connect Live here and follow us on our social media channels for up-to-date information about the event.

Who do I contact for more information?

Reach out to events@e.gladly.com and someone from our team will assist you.