< Gladly Connect Live

MARCH 25-27, 2024

Welcome to Gladly Connect Live

We’re thrilled to have you join us in Scottsdale, Arizona for Gladly Connect Live 2024. Find the essential information you need for a seamless and enjoyable on-site experience.

Explore the Agenda

Make the most of your time at Gladly Connect Live. From insightful keynotes to engaging panels to interactive breakout sessions, there’s something for everyone at this year’s event.

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

Mon, March 25

DAY 2

Tue, March 26

DAY 3

Wed, March 27

March 25
1:00 pm
MDT

Scenic Jeep Tour

excursion
expand

This experience is currently at capacity.

March 25
1:00 pm
MDT

Horseback Riding

excursion
expand

This experience is currently at capacity.

March 25
2:00 pm
MDT

Golf Lesson

excursion
expand

This experience is currently at capacity.

March 25
2:00 pm
MDT

Spa Treatment

excursion
expand

This experience is currently at capacity.

March 25
2:00 pm
MDT

Shotgun Golf

excursion
expand

This experience is currently at capacity.

March 25
7:00 pm
MDT

Welcome Reception

party
expand

Enjoy an open bar, food stations, and passed appetizers at the Gladly Connect Live 2024 Welcome Reception, happening in the Vista Morada at the Westin Kierland Resort & Spa.

March 26
7:00 am
MDT

Breakfast

break
expand

Fuel up for a full day of CX insights and networking. Enjoy some coffee, choose from a selection of fresh juices, and load your plate with an assortment of cold and hot breakfast items as you catch up with a colleague or meet someone new in the industry.

March 26
10:00 am
MDT

People-Centric Customer Service in the Age of AI

keynote
expand

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
expand

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
Noon
MDT

Lunch

break
expand

Grab a plate and fill up on tasty food and complimentary beverages at our lunch buffet before the next session starts.

March 26
1:30 pm
MDT

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

panel
expand

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

session
expand

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

panel
expand

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

breakout
expand

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

breakout
expand

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

breakout
expand

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 26
7:00 pm
MDT

Dinner and Reception

break
expand

Join us to celebrate an incredible first day of Gladly Connect Live 2024. Enjoy scenic views of the Westin Kierland Resort & Spa golf course and take advantage of delicious food stations, passed appetizers, and a bevy of complimentary drink options.

March 27
7:00 am
MDT

Breakfast

break
expand

Kick off day two of Gladly Connect Live with an assortment of your favorite hot and cold breakfast items and beverages.

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
expand

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
expand

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
expand

Join us as we close out an amazing 2024 event.

March 27
1:00 pm
MDT

Lunch

break
expand

Hungry and heading to the airport? We have you covered. Grab lunch to go from our hosted buffet or stay a while to chat and network some more before you take off.

Discover the Event Venue

The Westin Kierland Resort & Spa

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

This year’s event is taking place at the beautiful Westin Kierland Resort & Spa — a sprawling property in the heart of the Sonoran Desert.

Travel and Transportation

Phoenix Sky Harbor International Airport is the closest major travel hub to the Westin Kierland Resort & Spa, and an approximate 30-minute ride to and from the resort. Rideshares such as Lyft or Uber are recommended for airport transportation.

Hotel Reservation

Book your stay by calling the Westin’s group reservation department at 1-(800)-354-5892, or by visiting the link below.

Reserve Your Stay

hotel

Book an Excursion

There’s plenty to see and do during your time in Arizona. We’ve curated five local excursions for you to choose from, hosted and paid for by Gladly on March 25th to help you experience more of what Scottsdale has to offer.

All Gladly Connect Live 2024 excursions have reached capacity. To be added to our waitlist, email events@gladly.com.

Learn how to golf at the Westin Kierland

It’s never too late to start a new hobby. Clubs will be provided for this 2 p.m. golf lesson with instructors. Spots are limited — reserve yours by noon PST on 2/5/2024 or before we hit capacity.

This experience is currently at capacity.

Treat yourself to a mani and pedi

Sit back and relax with a spa manicure and pedicure at the Westin Kierland. Sign up for a treatment starting at 2 p.m. Time slots will be sent once you’ve secured your spot. Book yours by noon PST on 2/20/2024 or before we hit capacity.

This experience is currently at capacity.

Shotgun golf at the Westin Kierland

Play 18 holes before sunset with your fellow Gladly Connect Live attendees. Clubs and carts will be provided for this round of “shotgun golf” at 2 p.m. Spots are limited — reserve yours by noon PST on 2/5/2024 or before we hit capacity.

This experience is currently at capacity.

Scenic tour of the Sonoran Desert

Hop on for a scenic jeep tour of the Sonoran Desert in the Tonto National Forest. This 2.5-hour tour starts at 1 p.m. and is full of interesting facts and stunning desert views. Book your spot by Monday, March 11, or while seats are still available.

This experience is currently at capacity.

Horseback riding in Arizona

Experience the beauty of Arizona on horseback at Macdonald Ranch. Prior riding experience is not needed for this excursion. Reserve your spot by Monday, March 11, or while spaces are available.

This experience is currently at capacity.

Gladly Connect Live FAQs

Have questions about the event or in-person experience? Find answers to commonly asked questions here.

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.

When should I arrive at and leave the venue?

For those planning to participate in the optional event excursions, please arrive at the Westin Kierland Resort & Spa no later than 12:30 p.m. MDT on March 25 as group excursions start at 1:00 p.m. MDT.

For all other attendees, we recommend arriving before 5:00 p.m. MST on March 25, as we will have a welcome reception that evening starting at 7 p.m. MST.

For departure, Gladly Connect Live will wrap by 2:15 p.m. MST on March 27, so guests are free to depart after that time.

Will food and drinks be provided at Gladly Connect Live 2024?

Yes, complimentary meals and drinks will be provided for in-person event attendees including breakfast and lunch on March 26 and March 27, and dinner on March 25 and March 26. For specific allergies or strict dietary concerns, please fill out our dietary form.

What should I wear to Gladly Connect Live 2024?

During the day, please feel free to wear whatever attire you are most comfortable in, but keep in mind that hotel conference rooms typically run on the colder side. Please also note there will be two event parties on March 25 and March 26. Scottsdale in late March is mildly cool and breezy with average highs of 79°F and lows of 49°F.

Contact Us

If you need any further assistance or have specific inquiries, feel free to get in touch with our events team at events@gladly.com.