According to a recent LinkedIn post from Gladly, the company is drawing attention to the importance of continuous “care and feeding” of customer-facing AI systems. The post references comments from Ulta Beauty’s Adam Seede, who argues that AI models require frequent updates and training, similar to ongoing development for human teams.
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The LinkedIn post highlights that insufficiently maintained AI could limit resolution rates, engagement, and customer satisfaction in customer experience operations. The content is tied to a new episode of Gladly’s “Radically Personal” podcast, suggesting the firm is positioning itself as a thought leader in AI-driven CX, which may support demand for its customer service platform and related AI capabilities.
For investors, the emphasis on AI lifecycle management underscores a broader industry shift toward operationalizing and continuously improving AI rather than treating it as a one-time deployment. If Gladly effectively embeds these practices into its product offering, it could enhance its competitive position in the CX software market and potentially improve customer retention and expansion opportunities over time.