Gladly, a customer experience software provider, used the past week to sharpen its AI-first positioning and promote its flagship Gladly Connect Live 2026 conference. The company is highlighting sessions that challenge traditional customer service KPIs in an AI-enabled environment, emphasizing metrics such as adjusted CSAT and resolution path efficiency.
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A featured session by StockX executive Andy Lisk will present a rebuilt measurement framework that redefines productivity and better reflects AI-driven workflows. By centering content on how to measure AI-enabled operations rather than just automation, Gladly aims to appeal to sophisticated enterprise buyers focused on ROI and operational rigor.
The company is also spotlighting architecture-first CX strategies through case studies from brands like MaryRuth’s and Metropolis Technologies. These examples underscore how an emphasis on platform architecture helped consolidate systems, lift AI resolution rates above 40%, and reposition CX as a revenue driver.
Gladly is promoting a five-point evaluation model for AI-heavy, multi-location businesses, targeting finance, IT, and CX stakeholders making long-term infrastructure decisions. Additional programming with brands such as Smith Optics, Condé Nast, and Pact advances a “pragmatic AI” playbook that treats AI as a governed team member within hybrid human–AI service models.
In parallel, Gladly is pursuing lead generation in retail and ecommerce through its presence at the Shoptalk 2026 conference, using short sessions and promotions to drive booth traffic. Collectively, these efforts signal a coordinated push to deepen the enterprise pipeline, support higher-value deployments, and strengthen Gladly’s competitive position in AI-enabled CX software, even though no financial metrics were disclosed.