According to a recent LinkedIn post from Gladly, the company is promoting its Gladly Connect Live 2026 event by highlighting a breakout session led by Benjamin Devey, Sr. Director of Customer Experience at pet food brand Ollie. The session, titled “Revenue Through Service,” is described as focusing on how customer experience organizations can shift from being viewed as cost centers to becoming growth drivers.
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The post indicates that topics will include using proactive chat to convert website visitors, deploying SMS to retain at-risk customers, and enabling service agents to turn cancellations into save opportunities. It also notes that the session will address alignment between CX and eCommerce goals, coaching teams for consultative conversations, and leveraging AI to free staff for higher-value revenue interactions.
For investors, the emphasis on revenue-generating service models and AI-enabled workflows suggests Gladly is positioning its platform as a tool for both efficiency and top-line impact in customer experience operations. Spotlighting a customer like Ollie as a case study may help Gladly strengthen its proof points with prospective enterprise clients, potentially supporting future customer acquisition and retention.
The Atlanta-based event, scheduled for May 4–6, appears to be part of Gladly’s broader community-building and demand-generation strategy among CX leaders. If attendance and engagement are strong, such events could enhance Gladly’s brand recognition in the customer experience and AI-enabled service software market, with potential longer-term benefits for sales pipeline and partnership opportunities.