Gladly, a customer experience software provider, spent the week underscoring its AI-first strategy and enterprise ambitions through new content and event promotions. The company continued to position itself around “agentic AI” and “agentic commerce,” themes it is weaving into both customer case studies and its flagship Gladly Connect Live 2026 conference.
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Gladly promoted a new episode of its “Radically Personal” series featuring Adam Seede of Ulta Beauty, which serves about 45 million loyalty members. The discussion centers on how Ulta applies artificial intelligence at scale in customer care, including data strategies and care structures designed around AI tools and more human-like, agentic interactions.
By highlighting Ulta’s use of AI in high-volume retail service, Gladly is aligning itself with large, data-rich enterprise brands. This content reinforces the company’s message that advanced AI capabilities, when fed the right data and embedded in service workflows, can deepen customer loyalty and differentiate modern CX platforms.
In parallel, Gladly is ramping up promotion of Gladly Connect Live 2026, scheduled for May 4–6 in Atlanta, with Google Cloud announced as a Gold Sponsor. The event will feature a joint Google Cloud–Gladly lounge focused on agentic commerce, signaling tighter alignment with a major cloud ecosystem and potential for co-selling and technical integration.
Conference programming will spotlight AI-driven measurement frameworks and CX operations, including sessions led by StockX executives Jesse Wilkinson and Andy Lisk on rebuilding KPIs for the AI era. Topics include adjusted CSAT, resolution path efficiency, and quality loops aimed at better capturing productivity and outcomes in AI-enabled workflows.
Gladly is also promoting architecture-first CX case studies from brands such as MaryRuth’s and Metropolis Technologies, pointing to benefits like system consolidation and AI resolution rates reportedly above 40%. Additional content featuring Smith Optics, Condé Nast, and Pact advances a “pragmatic AI” model that treats AI as a governed team member within hybrid human–AI service models.
Beyond its own event, Gladly is pursuing retail and ecommerce lead generation through its presence at the Shoptalk 2026 conference. Collectively, these initiatives suggest a coordinated push to deepen the enterprise pipeline, strengthen partnerships, and reinforce Gladly’s positioning in AI-enabled customer experience software, even as no new financial metrics were disclosed.