According to a recent LinkedIn post from Gladly, the company is promoting a session at its Gladly Connect Live 2026 event focused on rethinking customer service metrics in the context of AI adoption. The post notes that traditional metrics may not fully capture performance once AI changes case complexity, volume, and effort dynamics.
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The post highlights that Andy Lisk, VP and Global Head of Customer Service at StockX, intends to present a rebuilt measurement framework covering adjusted CSAT, redefined productivity, and resolution path efficiency. For investors, this emphasis on advanced CX analytics suggests Gladly is positioning its platform and ecosystem around AI-driven service operations, which could enhance product differentiation and deepen engagement with enterprise customers.
By centering event content on how to measure AI-enabled workflows rather than only automation itself, Gladly appears to be targeting sophisticated buyers focused on ROI and operational rigor. If this approach gains traction with large customer service organizations, it could support higher-value deployments, strengthen Gladly’s standing in the customer experience software market, and potentially improve long-term revenue visibility.