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Skip to main contentHomeRadically Personal BlogBreak free from the cost-quality trap | GladlyNovember 18, 2025Stop choosing between cost and quality — Gladly lets you have bothBest practices5 min listen5 min readCustomer experience leaders are facing a crisis. Customer acquisition costs have soared by 222% in the last decade. Brand loyalty is fading fast. In an overcrowded retail landscape, delivering exceptional customer service is one of the most important competitive differentiators left. But without the right tools, companies are stuck between a rock and a hard place — forced to choose between maintaining top-tier service at the cost of losing revenue or cutting expenses and risking brand loyalty with subpar support.The challenge is clear: How do you deliver a world-class customer experience that fosters loyalty while navigating an environment demanding costly, ongoing efficiency improvements? Do you keep investing in outdated customer service systems? Cut back on support staff? Or rely on standalone, robotic AI solutions?Instead of choosing between these options, it's about finding a better way — one that avoids overburdening teams, ineffective AI tools, and moves beyond ticket-based systems that treat every issue in isolation.A better path forward with Gladly’s AI-powered, people-centered customer service platformGladly’s Customer Service Platform stands out by placing people, not tickets, at the center of every interaction. It combines AI, live agents, and real-time cross-channel data to deliver highly personal and engaging experiences. And with this customer data coupled with connecting the right agent with the right customer, Gladly eliminates ticket duplication and ensures every conversation is meaningful and context-driven.This human-centered approach not only reduces costs but also drives revenue growth. Agents work more efficiently, resolve issues faster, and create upselling and cross-selling opportunities. With full customer context at their fingertips, agents can easily recommend relevant products or services, turning everyday interactions into valuable revenue drivers.Gladly’s holistic approach is why Gladly's Customer Service Platform is so different:Unified, lifelong conversations: the only platform truly enabling a continuous customer relationship, where every interaction (across channels) feels connected and personal.Human-centered approach (people, not tickets): Gladly enables agents and AI to know the customer holistically through lifelong conversations — not just isolated interactions — creates a personal connection that competitors can't replicate.Radically personal service at scale: AI is used to enhance, not replace, agent-led support experiences and drive self-serve interactions that don't compromise quality, even at scale.Quick start, faster results: Gladly's award-winning ease of use, rapid implementation and smooth integration with existing systems, and dedicated customer service help agents hit the ground running.To see how all these features come together, see Gladly in action in this 2-min video:The results speak for themselvesThis isn’t sorcery, it’s reality. Here are some of the impressive outcomes achieved by brands partnered with Gladly:Breeze Airways: Cut handle times by 45%, streamlining customer service operations.JOANN: Delivered a staggering 470% annual ROI and reduced email response times by 70%, leading to significant cost savings and happier customers.Allbirds: AI resolved 87% of "cancel order" requests, dramatically reducing the workload for human agents.And it doesn't stop there. Across 900+ G2 reviews, 100% of users rate Gladly 4 or 5 stars (with an average of 4.7), 97% believe we're heading in the right direction, and 94% would recommend us.That's a lot of happy customers.Navigate change with comfort and confidenceAI in customer service is no longer just a nice-to-have; it’s the defining factor between brands that stand out and those that get lost in the noise. With customer expectations rising and competitors offering similar products or services, it’s easy for companies to blend in. Brands that don’t effectively leverage AI struggle to keep up with the speed, precision, and efficiency that customers now expect. But it’s not just about implementing AI — it’s about selecting the right vendor, not a quick-fix point solution. The wrong choice leaves you with AI that lacks the context for human-like interactions, leading to costly mistakes.Just as important, if not more, is selecting a Customer Service partner that places people, not tickets, at the heart of every interaction. Without a human-first approach, even the most advanced AI will miss the mark. A well-crafted strategy, paired with the right partner, is key to lasting success. With consumer trust more fragile than ever, getting both your AI and customer service approach right is crucial. Do it right, and you’ll transform your operation from a cost center into a powerful revenue driver.Request a demo today and see the Gladly difference firsthand.See the Gladly difference for yourselfBook a demoTable of ContentsWritersAngie TranStaff Content & Communications LeadShareAngie TranStaff Content & Communications LeadAngie Tran is the Staff Content & Communications Lead at Gladly, where she oversees brand storytelling, media relations, and analyst engagement. She helps shape how Gladly shows up across content, PR, and thought leadership.Frequently asked questionsHow can I improve customer service quality without increasing my budget?How does a "people-centered" approach actually reduce costs?Can AI really help deliver personal service, or is it just for deflection?How can customer service become a revenue driver instead of a cost center?Is it difficult to switch to a new, modern CX platform?Recommended readingHave your cake and eat it too — experience personalized CX at scale with Answer ThreadsAnswer Threads is Gladly’s latest AI feature that generates customer interactions, freeing up live agents for more complex tasks. ByAngie Tran Published: September 3, 2024Updated: December 15, 2025Learn moreBest practicesGladly takes home 36 1st-place rankings in G2 Summer 2024 ReportsThe results are in — Gladly has secured first-place rankings in 36 categories for Summer 2024! Read more. ByAngie Tran Published: July 9, 2024Updated: November 18, 2025Learn moreBest practices4 strategies for building a revenue-generating CX programThese profit-focused CX strategies from some of the world’s top brands lay the foundation for teams who want to boost revenue. ByAngie Tran Published: July 11, 2024Updated: February 19, 2026Learn moreBest practices --- Skip to main contentHomeAbout Gladly | The CX platform built for customer devotionHi, we’re GladlyWe’re a company that refuses to compromiseFor too long, CX leaders have been offered a false choice between solutions providing either high-touch, personalized service or seemingly cost-effective solutions focused on deflecting customers. We created Gladly because we reject this false dichotomy.A vision inspired by customersand amplified by AIYears ago, we set out to reinvent customer service based on our vision that the future of CX would demand both scale and intimacy. Efficiency and empathy. So we didn’t build a ticketing system—we built a platform that puts customers at the center of every experience. Now, AI has caught up to that vision, and we’re reinventing customer service yet again with AI that empowers brands to achieve what was once considered impossible: both radically efficient and radically personal experiences.A company powered by "And"Our goal is to drive down operational costs and boost long-term customer loyalty… to deliver service that is instantly responsive and uniquely tailored… to create experiences that are operationally precise and emotionally intelligent… to build connections that are effortlessly scalable and deeply personal… to power conversations that are radically efficient and radically personal. We find joy in the power of “And” because it asks us to take on challenges that others can’t or won’t. It’s how we uncover new ideas, drive innovation, and continually create new value for the companies who, like us, refuse to compromise.Gladly leadership teamCharlie BeseckerCEOJoseph AnsanelliCofounder and Executive ChairmanAndy D'AmatoChief Revenue OfficerTodd RakowChief Financial OfficerMatt BakerVP of EngineeringJodi CerretaniVP of MarketingEmilio Di ZazzoVP of North America Enterprise SalesMichael HicksVP of ProductEliza WiraatmadjaVP Services and DeliveryCandice CarvalhoVP of FinanceMel MacAlisterHead of Customer SuccessDon’t just take our word for itCustomer expectations are rising. Budgets are tightening. Loyalty is fragile. Businesses today need to deliver more with less — and do it in a way that still feels human."We want to build a loyal relationship with a conversation that goes over years and months. It shouldn't feel like a transaction. That's why we chose Gladly."Jim GallagherVP Customer Care, Nordstrom"Gladly helps us to deliver wow service to our customers using AI to jump on the conversations that need to be addressed right away. This allows us to be the perfect friend to our customer."Elise HausmanSenior Customer Happiness Associate, Bombas"We saved costs without sacrificing a single shred of our brand identity. In fact, Gladly helped reinforce it at every touchpoint."Mike BeaubrunDirector, Global Head of Customer Experience, Condé NastTrusted by the world’s most customer-focused brandsMore customer storiesWe drive loyalty and business results Read our reviews on G2See how brands like Rothy's, Deckers, and Andie Swim transformed their service experience with GladlyRead the storiesLearn how Gladly can help grow your businessLet us walk you through a short demo to show how Gladly instantly transforms your customer experiences.Get a demoTry interactive demoLearn how Gladly can help grow your businessLet us walk you through a short demo to show how Gladly instantly transforms your customer experiences.Get a demoTry interactive demo --- Skip to main contentHomeJoin the Gladly Partner programBecome a Gladly partnerOur partner program is designed to empower a diverse range of professionals focused on elevating customer engagement.Become a partnerWhy partner with Gladly?The Gladly Partner Program helps you transform customer experiences while growing your business. Refer, implement, or integrate Gladly to unlock revenue opportunities and access exclusive perks like expert support, co-marketing opportunities with our GTM team.Perfect for BPOs, Solution Providers, Agencies, and Cloud Service Providers.Join our Gladly partner networkMake a referral to GladlyPartnering made easyJoin a community dedicated to revolutionizing customer support. Together, we can empower businesses to build lasting customer relationships.Referral partnersBring in top leads, work hand-in-hand with our sales team to seal the deal, and enjoy generous referral fees tied to first-year subscription revenue. Technology alliance partnersUse our API to create tailored solutions, improve tools with integrations, highlight joint success stories, and partner with leaders like Shopify, Twilio, and Microsoft. Referral partnersBring in top leads, work hand-in-hand with our sales team to seal the deal, and enjoy generous referral fees tied to first-year subscription revenue. Technology alliance partnersUse our API to create tailored solutions, improve tools with integrations, highlight joint success stories, and partner with leaders like Shopify, Twilio, and Microsoft. Help us connect with businesses that can benefit from Gladly.Submit a referralDiscover Gladly Apps and IntegrationsSeamlessly connect with leading platforms and easily build custom integrations to maximize your Gladly experience and help your team achieve more.See our integrationsStep into the Gladly Partner network. --- Skip to main contentHomeGladly events and webinarsRegister for Gladly Connect Live 2026 in AtlantaIn-Person EventThe event where CX leaders tackle AI's hardest questionsMay 4, 2026 - May 6, 20263315 Peachtree Rd NE, Atlanta, GA 30326Secure your seat for Gladly Connect Live, May 4–6 in Atlanta, and explore bold CX strategy and AI insights. ShareSee the energy of Gladly Connect LiveGet a feel for the conversations, community, and momentum that made last year’s event a standout for CX leaders.What you’ll experience AI strategy that moves the businessGet practical guidance on modernization, build vs. buy, quality, governance, and earning customer trust.The shifts every CX leader must prepare forUnderstand how automation, AI assistants, new metrics, and evolving team roles are redefining service.Frameworks you can put to work nowLeave with tactical playbooks for implementation, measurement, experimentation, and team transformation.ScheduleAll eventsDay 1 Mon, May 4Day 2 Tue, May 5Day 3 Wed, May 6Filter by:All tracksTactical implementationOptimization and growthStrategic visionMay 46:30 pm EDTWelcome receptionSponsored by HireHoratioMay 510:15 am EDTBeyond prompt engineering: building AI that works without the complexityBreakoutAI doesn't arrive fully trained—but many teams still treat it like plug-and-play software. The result: stalled pilots, inconsistent experiences, and AI that underperforms. In this fireside chat, CX leaders from Condé Nast and Smith Optics share how they approached AI like a team member, not a tool. You'll hear how they operationalized onboarding through knowledge base optimization, designed conversations that preserve brand voice, built QA loops to catch issues early, and continuously trained AI to improve accuracy over time. They'll share what it really takes to move from pilot to production, including timelines, resourcing, and how they measured progress—so you can build AI that actually improves with use.Julie McGinnisCustomer Care Supervisor at Smith OpticsMike BeaubrunDirector, Global Head of Customer Experience at Condé NastMay 510:15 am EDTRevenue through service: converting every conversation into salesBreakoutEvery customer conversation is a potential revenue moment—but most CX teams leave money on the table. Benjamin Devey, Sr. Director of Customer Experience at Ollie, shares how he transformed his team from cost center to growth driver, lowering CAC and increasing customer lifetime value. You'll hear how Ollie built a CX sales function that uses proactive chat to convert visitors, deployed SMS to retain at-risk customers, and gave team members the tools to turn cancellations into save opportunities. He'll cover how to align CX and eCommerce goals, coach teams for consultative revenue conversations, and use AI to free people for high-value moments. Leave with a practical framework to turn CX interactions into revenue.Ben DeveySr. Director of Customer Experience at OllieMay 510:15 am EDTThe architecture advantage: designing AI for devotion, not just deflectionBreakoutEvery CX organization faces the same decision: build your own AI, buy a platform, or modernize your existing system. But it's a business decision—the wrong choice can drain resources across technology, finance, and customer experience for years. This discussion provides a leadership framework for making that decision. You'll explore why modernization matters more than features, how architectural design impacts AI and CX metrics, and how to quantify total cost of ownership for each stakeholder. Leave with a path to cross-functional consensus on AI that actually engages customers.Jim RoddenChief People Officer at MaryRuth'sKimberly SpenceManager, CX Tools & Enablement at MetropolisMay 511:15 am EDTBuilding trust when AI makes mistakesBreakoutOnly 17% of customers fully trust organizations with their data, and Forrester predicts one-third of brands will erode trust through poorly implemented AI by 2026. Trust is the limiting factor for AI adoption in customer experience. We'll tackle what some vendors avoid: the transparency dilemma, preventing hallucinations and errors, building ethical AI governance, and creating human escalation paths that actually work. Walk away with Gladly's framework for responsible AI deployment, including monitoring and quality controls, and a new perspective on transparency as competitive advantage, not liability.Christian EberleHead of AI Solutions at GladlyMay 511:15 am EDTThe AI-era agent: redefining roles, skills, and career pathsBreakoutWhen AI automates the routine, your team's role fundamentally transforms—from handling high-volume conversations to solving complex problems and building relationships. This session explores how to redesign roles for the AI era: what skills to hire for, how training programs need to evolve, setting fair performance goals when case complexity rises, and emerging specialist roles like AI Trainers and Conversation Designers. Learn how Crate&Barrel is rethinking job descriptions, interview scorecards, and career pathing to retain and motivate their team. Learn change management strategies that help people embrace AI—and the more interesting work that comes with it.Melissa FyeManager, Innovation and Improvement at Crate&BarrelMay 511:15 am EDT Conversation design: making AI feel human, not roboticBreakoutThe difference between AI customers love and AI they abandon comes down to conversation design. Efficiency and resolution rates matter—but the best AI delivers those and clarity, empathy, and context. This masterclass breaks down how to design AI-powered conversations that feel thoughtful, not transactional. You'll learn when to use structured versus open-ended responses, how to preserve brand voice at scale, how to design seamless handoffs that maintain context, and how to create AI personalities aligned to your brand. Through live demos and real Gladly customer examples, you'll leave with practical frameworks you can apply immediately to improve both customer experience and automation performance.Lauren GiosaManager, AI Strategy and Solutions at GladlyMay 51:00 pm EDTPreventing AI failures: quality assurance in productionBreakoutAI hallucinations aren't edge cases—they're a daily production risk. Left unchecked, they create brand damage, misinformation, compliance exposure, and eroded customer trust. Preventing AI failure takes operational quality assurance—not just model accuracy. In this session, Matt Baker shares Gladly's practical framework for governing AI in production—including how QA catches and corrects errors before they reach customers. You'll learn how to identify high-risk use cases, implement guardrails and monitoring workflows, and set accuracy thresholds that make sense for customer service—not demos. You'll leave with a clear framework for keeping AI reliable at scale and measuring its impact on customer trust.Matt BakerVP Engineering at GladlyMay 51:00 pm EDTThe compounding value playbook: from efficiency to lifetime valueBreakoutWhat does efficient scaling actually look like? Not 1:1—where doubling volume means doubling costs—but compounding efficiency, where each improvement enables the next. In this fireside chat, Thomas Harden, Sr. Director of Customer Care at The Black Tux, shares how his team built an operating model for sustainable growth. You'll hear how they achieved 58% AI resolution while maintaining industry high CSAT, reduced tool spend, and shifted team members from order-takers to consultants who handle high-value moments. Come away with practical ideas for automation sequencing, workforce planning, and operating models that scale.Thomas HardenSr. Director Customer Care at The Black TuxMay 51:00 pm EDTProving ROI in the AI era: lessons from a repeat buyerBreakoutCustomer experience is being reshaped by AI—but for executive leaders, the real challenge is proving that investments deliver business impact. Lauren made the same CX AI investment twice. In this session, she shares why. Drawing on her experience evaluating, purchasing, and scaling AI-powered platforms across enterprise and SMB environments, Lauren unpacks how she assessed AI readiness, built executive-aligned success metrics, and tied CX investments to efficiency, growth, and retention. You'll hear what separates AI initiatives that build momentum from those that stall—and the leadership frameworks that gave her confidence to invest again.Lauren Inman-SemerauVP Customer Experience at PactMay 51:55 pm EDTBeyond Deflection: the new KPIs that actually drive LTVBreakoutYour metrics were designed for a pre-AI world—and they're not telling the full story. When AI handles simple, high-volume conversations and humans inherit complex edge cases, traditional KPIs become misleading. Lower handle time might mean you're rushing conversations that need more attention. Higher FCR might just reflect that AI already captured the easy wins. It's time to rebuild your measurement framework for the AI era. You'll learn how to adjust CSAT by case complexity, redefine productivity when volume and effort decouple, evaluate escalation quality, and measure resolution path efficiency—not just whether it resolved, but how many turns it took. Expect to leave equipped with metrics that improve both efficiency and customer outcomes.Andy LiskVice President, Global Head of Customer Service at StockXJesse WilkinsonDirector, Customer Service Platform & Insights at StockXMay 51:55 pm EDTVoice AI in the real world: what's ready now vs. what's still comingBreakoutVoice is AI's toughest channel—the most complex, but also the most personal. Today, 67% of customers still have to repeat themselves when they call. That's fixable. Sasha Borog, Senior Product Manager at Gladly, separates what's ready from what's still maturing. You'll learn which use cases work well today—routine inquiries that represent 30-50% of call volume—and where voice AI still struggles with nuance and complexity. She'll share Gladly's four-lens evaluation framework, realistic resolution targets, cost savings benchmarks, and what's on the roadmap. Leave with a clear approach to assess readiness and design pilots that prove value without overpromising.Sasha BorogSenior Product Manager at GladlyMay 68:30 am EDTRetail's next disruption: a CTO perspective on agentic commerceMain sessionTwo big things are hitting retail tech leaders at once. AI agents are starting to shop, book, and solve problems on behalf of customers. And AI surfaces like ChatGPT, Gemini, and Perplexity are becoming discovery channels where your brand might not even show up. In this panel, CTOs and CDOs from leading retail brands discuss how they're thinking about both. Where does agentic AI actually make sense across discovery, conversion, service, and loyalty? How do you show up when customers ask AI instead of Google? A strategic conversation about what's worth building for and what's worth waiting on.May 69:30 am EDTClosing keynote with Rob LawlessKeynoteRob LawlessWhy leaders attendGet clarity on what’s nextStep back from the day-to-day to understand the big shifts shaping service and leadership in the AI era.Learn from industry innovatorsHear real stories from brands evolving their teams, workflows, and operating models for an AI-ready future.Build meaningful connectionsMeet CX, operations, product, and digital leaders who share your challenges, your goals, and a forward-thinking vision for service.Network with leading brandsBe part of a community of leaders redefining customer experience.Featured speakersJoseph AnsanelliCo-founder and Executive Chairman, GladlyHod LipsonFeatured speakerRob LawlessFeatured speakerMatt BakerVP Engineering, GladlyMike BeaubrunDirector, Global Head of Customer Experience, Condé NastSasha BorogSenior Product Manager, GladlyBen DeveysSr. Director of Customer Experience, OllieChristian EberleHead of AI Solutions, GladlyMelissa FyeManager, Innovation and Improvement, Crate&BarrelLauren GiosaManager, AI Strategy and Solutions, GladlyThomas HardenSr. Director Customer Care, The Black TuxLauren Inman-SemerauVP Customer Experience, PactAndy LiskVice President, Global Head of Customer Service, StockXJulie McGinnisCustomer Care Supervisor, Smith OpticsJim RoddenChief People Officer, MaryRuth'sKimberly SpenceManager, CX Tools & Enablement, MetropolisJesse WilkinsonDirector, Customer Service Platform & Insights, StockXSponsorsConnect in Atlanta for lessEnjoy special Southwest flight and hotel rates for CX leaders attending Gladly Connect Live.Book your stay at the InterContinental Buckhead with exclusive discounted rates for attendees.Reserve a roomLock in your discounted Southwest flight and start planning your trip.Book your flightFAQGet the latest updates about Gladly Connect Live 2026Will there be an event app?Is this a virtual event?Can I bring family members?Is airport shuttle service available?How far is the Intercontinental Hotel from Atlanta International Airport (ATL)?What’s the dress code?Who can I contact with additional questions?How can my company participate as a sponsor?Do I need to register for activities outside the conference?Where can I learn more about Gladly before the event?What is the event schedule?LocationInterContinental Buckhead 3315 Peachtree Rd NE Atlanta, GA 30326