Gladly × Condé Nast
Gladly x Condé Nast: 18 brands, one platform, costs cut nearly in half
45% reduction in cost per contact
Black hole to full visibility
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Why it works
The case study earns its numbers by anchoring every metric to a concrete before-state: 21-week training becomes 7 weeks, invisible resolution rates become measurable KPIs. The pilot-then-scale narrative (5 agents on Vogue, then 175 agents across 18 brands) gives the story a credible arc rather than a straight claim. The Clarity secondary tag fits because the before-state quote about customer care being 'a black hole' is specific and attributed, not generic.
Steal this
Open with a named executive calling the before-state a 'black hole' and then close the loop with exact metrics for every dimension that was previously invisible. It turns a generic transformation story into a before-and-after audit.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gladly's published work; we link to the source and lead with our analysis.