According to a recent LinkedIn post from Gladly, the company is spotlighting a shift in how customer experience (CX) teams might be evaluated, moving beyond traditional metrics like handle time, deflection rate, and cases closed. The post cites Ulta Beauty’s Adam Seede as focusing on an “influencer score” that tracks outcomes such as reactivating lapsed members, driving app downloads, or booking salon appointments.
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The post suggests that when CX agents are supported by AI-driven customer data, their role may evolve from purely resolving issues to actively driving revenue and engagement. For investors, this framing positions Gladly’s AI-enabled platform as potentially aligned with revenue-generating CX strategies, which could enhance its value proposition to enterprise customers and strengthen its competitive stance in the customer experience and AI-enabled CRM markets.