On-Demand Webinar: How JOANN Crafts Service with People at the Center

Featuring Drew Chamberlain, Director of Customer Experience at JOANN

Crafting a Better Experience Centered Around People

JOANN, the nation's leading fabric and craft retailer, continues to innovate on their customer experience by putting customers at the center of everything they do. By partnering with Gladly, they are driving more personal service with a faster response. In this exclusive webinar, hear Drew Chamberlain of JOANN and Kimberly McKellar of Gladly team up to share how JOANN is driving incredible efficiency while delivering a top notch experience for customers.
What you will learn:

  • How JOANN centers service around their customer, across any channel from voice to chat
  • Process JOANN used to identify and evaluate technology vendors big and small
  • Criteria they used to identify Gladly as their chosen solution
  • How JOANN drove 93% improvements in efficiency by using Gladly
  • Advice they would give to other companies looking to transform customer service

Featured Speakers



Drew Chamberlain

Drew is the Director of Operations and Customer Experience at JOANN Stores.
Drew leads the daily operations of the chain’s 865 stores, focusing on increasing productivity and efficiency across the board. He is also responsible for ensuring customer satisfaction, and leads the customer service team to handle millions of loyal customers across phone, email and social support channels.

Kimberly McKellar

Kimberly is the Director of Customer Success at Gladly and leads our team that enables customers.
With extensive experience working with customers to drive impactful results, Kimberly is passionate about being a true partner to all the companies she works with. She helps companies by understanding their business at a deep level in order to map solutions to their urgent needs. And, at the end of the day she helps companies keep their customers at the center of every conversation and all operations.