Gladly

It’s hard to see another @Forrester report showing CX scores at an all-time low, but it’s not exactly surprising. So many brands are racing to roll out new AI tools, hoping more automation will fix the problem. But what customers really want isn’t just speed. It’s connection. They want to feel remembered, heard, and valued. And that can't be solved by slapping deflection-bots onto a ticket-based system. At @Gladly, we’ve learned that customer experience only improves when AI uses lifelong, cross-channel customer data. Loved this @CXToday piece for reminding us that trust and empathy still sit at the center of great customer experience. https://lnkd.in/g_sFepGN #CustomerExperience #CX #AI #Marketing #Gladly

AI is everywhere. But not every trend deserves your roadmap. Join us as we reveal the 3 AI trends that will shape customer experience in 2026 (and what you can do now to stay ahead). -Wednesday, October 22 at 11am PT | 2pm ET -Liz Miller (Constellation Research, Inc.) and Austin Reece (Gladly) Reserve your spot: https://lnkd.in/gHk83SpB #Gladly #AI #CX #CustomerExperience #AIinCX #AITrends #Webinar

CXToday highlighted a crucial insight in their recent article, emphasizing that most CX challenges stem from how teams utilize technology rather than the tech itself. The standout feature among top-performing service organizations isn't the multitude of tools they possess but the seamless alignment of their people, processes, and platforms towards a unified customer-centric objective. Fragmented tech stacks often lead to sluggish service, diminishing trust, and subsequent revenue losses. Conversely, when data, systems, and AI operate cohesively, service transforms into a catalyst for growth. Gladly's core focus revolves around integrating technology, teams, and AI to enhance the customer experience, prioritizing cohesion over individual tickets. The article sheds light on the critical factors driving the disparity between technology adoption and customer experience outcomes. Read more about this insightful perspective from CXToday here: https://lnkd.in/ehzWKh39

Ever tried to cancel an order with “AI” that just won’t listen? That’s the difference between automation that talks at you…and AI that actually understands you. This is Sidekick Voice. Smarter, faster, and human at heart. 💚 See the difference for yourself. Book a demo at gladly.ai #Gladly #GladlySidekick #CustomerAI #CX #AI #CustomerExperience

The decline in CX quality isn’t a mystery. It’s an architectural problem. Companies keep stacking disconnected tools and calling it transformation. Every “fix” adds another layer of friction between the customer and the answer they need. The truth is, you can’t patch your way to personalization. AI only works when it’s built on connected data, contextual systems, and a unified foundation. Otherwise, you’re just automating chaos. At Gladly, our approach has always been simple: start with the customer, then build technology that understands them across every touchpoint. The future of CX isn’t about more tools. It’s about orchestrating smarter, simpler systems that actually work together. Here’s CX Today's piece on why customer experience is at a tipping point: https://lnkd.in/gxqA_RGp #AI #CustomerExperience #EngineeringLeadership #CustomerAI #CX #Gladly

Empathy isn’t something AI replaces. It’s what it helps scale. For Nidhi Nair, Senior Manager of Product Marketing at Gladly, building “AI that feels human” means designing technology that listens, learns, and creates space for people to do what only people can. Because the best AI doesn’t just automate responses. It understands context, remembers the past, and keeps customers feeling seen. 💚 #AI #Empathy #ProductMarketing #Gladly #CustomerExperience #CustomerAI

“Build vs. Buy” sounds simple... until you start doing the math. Every company building AI faces the same inflection point: Do we build it ourselves, or buy a platform that’s already battle-tested? The romantic answer is “build.” The practical answer is often “buy.” Unless AI is your product, you’ll spend years and millions chasing infrastructure, compliance, and model governance, instead of solving the actual business problems AI was meant to address. That’s why I like frameworks like Gladly’s Buy vs. Build Checklist. It breaks down the technical, financial, and operational tradeoffs leaders need to evaluate before committing to either path. Because “build” only makes sense when your differentiation is the technology, not when your customers are the ones paying for your learning curve. Link to checklist: https://lnkd.in/gdvgKKHY #Gladly #AI #CustomerExperience #CustomerAI #CIO 

AI voice has overpromised for years. 2025 is when it finally starts delivering. For years, we've been told AI would transform phone support. Instead, we got robotic IVRs and chatbots that couldn't handle accents. Systems that made customers shout "REPRESENTATIVE!" into the void. But this time feels different. Three major shifts have converged to make truly intelligent, human-like voice AI possible: 🧠 Conversational AI grew up. It can now handle interruptions, background noise, and real human speech, not just canned scripts. 📊 Customer data finally connects. AI can see the whole customer story across every channel, making each conversation personal from the first word. ⚡ AI can now take action. It can process returns, update accounts, and resolve issues end to end. No handoff required. Here's the key: this isn't about replacing people. It's about amplifying them. AI takes care of the routine so humans can focus on the complex, the emotional, and the relationship-driven parts of service that actually build loyalty. Customer experience leaders who recognize that balance (AI and human) will set the new standard in 2025. Those who wait will be explaining to their board why customer satisfaction is declining while costs keep rising. I wrote about what separates next-generation AI voice from the legacy systems still frustrating customers today, and why speed, understanding, and complete customer context make all the difference. 👉 https://lnkd.in/gbiu7mw7 #AIVoice2025 #CustomerExperience #CXLeadership #CustomerService #DigitalTransformation #AIStrategy

Build vs. Buy: the question every CIO faces when it comes to AI. Here’s the truth: unless AI is your product, you’ll move faster, and see ROI sooner, by buying a platform built for scale. This checklist breaks down what most teams underestimate: -The hidden costs of building -The 2–3 year production timelines -The governance and compliance risks you’ll own Gladly customers go live in under 30 days—with AI that feels human, not robotic. Download A CIO’s Buy vs. Build AI Checklist and see how to evaluate smarter: https://lnkd.in/gSjB-feh #AI #CustomerExperience #CXStrategy #AIinCX #CustomerAI #CIO #CustomerSuccess #Gladly

AI success isn’t theoretical for V SHRED. It’s operational. By pairing Gladly Sidekick with a team that knows their customers inside and out, they’ve built a support model that keeps pace with their growth without losing the human touch. Because when AI understands context, it doesn’t just resolve tickets, it strengthens loyalty. #CustomerExperience #AIinCX #CustomerAI #CXInnovation #GladlySidekick #VShred #Gladly