Goodbye tickets. Hello radically personal service.

Today’s customers expect personalized service that makes them feel unique. See what that means across the consumer experience in our Customer Expectations Report.

Get your copy to learn

Why people want you to know them by name, location, and purchase history

Which channels Gen Z and millennials use most, broken out by generation

Ways personal service positively influences customers’ spending habits

A sneak peek of what’s inside.

From consumer expectations to current experiences, discover new data and trends to help you make customers feel more connected to your brand.

Explore insights like
79% say a personalized experience is more important than personalized marketing.
86% expect you to know them as they switch from channel to channel.
77% will recommend a brand that offers personal service to friends and family.
32% expect a 1–2 minute SMS response time.
2020 Customer Experience Report Teaser

Gladly's report is a must read for anyone who wants to keep up with ever-changing customer expectations.

Shep Hyken

Shep Hyken
Customer Service & Experience Expert, NY Times Bestselling Author

Experts Explain Stats

Hear what these stats mean IRL.


Discover how to put this year’s findings to work from the experts to amplify your brand and drive more revenue.

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