Gladly, a customer experience software provider, spent the week spotlighting its AI-first strategy and ecosystem-building efforts ahead of its Gladly Connect Live 2026 conference in Atlanta from May 4–6. The company is positioning the in-person event as a peer-to-peer forum where CX leaders share actionable strategies in AI and customer experience.
Meet Samuel – Your Personal Investing Prophet
- Start a conversation with TipRanks’ trusted, data-backed investment intelligence
- Ask Samuel about stocks, your portfolio, or the market and get instant, personalized insights in seconds
Posts promoting the Connect Live series emphasize informal networking, community-building, and discussions that extend beyond formal panels. Gladly is using the event to deepen engagement with existing clients and prospects, supporting customer retention, upsell opportunities, and lead generation in a competitive CX technology market.
Google Cloud has been named a Gold Sponsor, with plans for a joint lounge focused on “agentic commerce,” underscoring closer ecosystem alignment. The conference will feature leaders from brands such as Condé Nast, Crate and Barrel, Smith Optics, StockX, and others, highlighting Gladly’s growing enterprise reach.
Gladly’s content this week also framed customer experience as a revenue driver rather than a cost center, citing examples from brands like Pact, MaryRuth’s, Ollie, and Metropolis Technologies. These case studies and discussions will be further explored at Connect Live, reinforcing a focus on measurable CX ROI and pricing power for AI-enabled support solutions.
The company continued to promote a human-in-the-loop AI model through its partnership with Ulta Beauty, highlighting a “hand off and hand back” approach where AI assists but human agents remain central. This model is being positioned for enterprise retailers that prioritize service quality and differentiated customer experience over full automation.
Gladly is encouraging a shift in CX metrics away from handle time and deflection toward revenue-linked KPIs such as reactivating lapsed members, app downloads, and booked appointments, drawing on concepts like Ulta’s “influencer score.” Sessions with StockX executives will address rebuilding KPIs for the AI era, including adjusted CSAT, resolution path efficiency, and quality loops.
Through its Radically Personal content series, Gladly is also stressing the operational demands of AI, including the ongoing “care and feeding” of models to maintain resolution rates and satisfaction. Overall, the week’s messaging signals a coordinated push to entrench Gladly’s role in AI-enabled, revenue-focused customer experience for large consumer-facing brands.