Gladly, a customer experience software provider, used the week to underscore its AI-first strategy and deepen engagement with enterprise clients through content, events, and thought leadership. The company continued to promote concepts such as “agentic AI” and “agentic commerce” as central to its value proposition.
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Gladly is ramping up promotion of its flagship Gladly Connect Live 2026 conference, scheduled for May 4–6 in Atlanta, which will convene CX leaders from brands including Condé Nast, Crate and Barrel, Smith Optics, StockX, and others. Google Cloud has been announced as a Gold Sponsor, with a joint lounge focused on agentic commerce, signaling tighter ecosystem alignment.
Multiple LinkedIn posts highlighted in-person Connect Live sessions as a forum for CX executives to discuss what is working in customer experience beyond virtual formats. Gladly positions the recurring event as a community-building mechanism that may support customer retention, upsell opportunities, and broader visibility in the CX software market.
The company is also emphasizing a shift in how customer experience teams are measured, moving away from traditional metrics such as handle time and deflection rate toward revenue-oriented outcomes. Drawing on Ulta Beauty executive Adam Seede’s “influencer score” concept, Gladly underscores KPIs like reactivating lapsed members, app downloads, and booked appointments.
Gladly argues that AI-enabled agents can transform service interactions into revenue-generating commerce moments, particularly when AI has a unified view of the customer across purchasing, returns, and discovery. This “agentic commerce” framing seeks to reposition customer service from a cost center to a revenue channel for retailers and consumer brands.
Through its Radically Personal podcast and associated posts, Gladly also highlights the operational side of AI, stressing the need for ongoing “care and feeding” of models. The company contends that systematically updating and governing AI, similar to human teams, is critical to maintaining resolution rates, engagement, and customer satisfaction.
Conference programming will feature sessions from StockX executives on rebuilding KPIs for the AI era, including adjusted CSAT, resolution path efficiency, and quality loops. Gladly is further promoting case studies from brands such as MaryRuth’s and Metropolis Technologies, pointing to architecture-first CX designs and AI resolution rates reportedly above 40%.
Additional content featuring Smith Optics, Condé Nast, Pact, and Ulta Beauty aligns Gladly with large, data-rich enterprises and emphasizes “pragmatic AI” in hybrid human–AI service models. While no new financial metrics were disclosed, the week’s announcements collectively indicate a coordinated push to strengthen partnerships, expand the enterprise pipeline, and reinforce Gladly’s positioning in AI-enabled customer experience software.