Case Study: Condé Nast unifies 18 brands and cuts service costs with Gladly

How a century-old media giant unified 18 iconic brands on one platform to accelerate growth and reduce costs

Condé Nast, the century-old media company behind 24 iconic brands, needed to modernize its customer experience as it shifted from print to digital subscriptions, events, and memberships. Its legacy setup was fragmented across brands and channels, creating poor visibility, long training times, and inconsistent support for customers moving between phone, email, SMS, chat, and self-service.

Condé Nast implemented Gladly’s customer-centric omnichannel platform to unify service across brands and give agents a single view of each customer’s conversation history, preferences, and purchase data. With Gladly, Condé Nast reduced total training time by 67%, cut cost per contact by 45%, improved handle time by 58%, and grew agent capacity by 35x, while AI helped boost chat first contact resolution by 28% and resolve 33% of trained conversations within the first 90 days.

Condé Nast

Mike Beaubrun

Director and Global Head of Customer Experience