Gladly Reinvents Customer Service. Again.

Forbes

27-05-2025

SAN FRANCISCO – May 27, 2025
Ten years ago, Gladly burst onto the CX scene with a revolutionary idea: to put customers at the center of customer service. As other platforms revolved around tickets and cases, Gladly created a platform built entirely on the concept of delivering radically personal customer experiences to customers based on their single, lifelong conversation with a brand.
And the approach worked. Gladly has earned the trust of a who's who of customer-obsessed companies that include Crate & Barrel, Ulta, Tumi, and more. With Gladly, brands have achieved an average of 40% reduction in costs and 50% increase in efficiency, with an average time to ROI of seven months. What's more, they proved out their hypothesis that delivering radically personal experiences also drives down the cost of supporting customers—while turning support centers into revenue generators.
Gladly
As companies are being asked to do more with less, the latest trend involves turning to AI-driven solutions to automate workflows and scale transactions with AI agents. The hope is that these tools can drive down the increasing costs of customer service. The reality is an increase in customer dissatisfaction. Forrester's most recent U.S. Customer Experience Index shows CX declining for the third consecutive year, with 39% of brands reporting drops across effectiveness, ease, and emotion. Just 3% of companies are considered truly customer-obsessed.
The problem isn't that brands don't care—it's that they've been forced to layer AI onto outdated systems never built for today's customer expectations. These quick fixes promise efficiency, but they're weakening the customer experience—and with it, customer loyalty. Thirty-nine percent of consumers say AI has actually degraded their experience. When bots are bolted onto platforms designed to minimize human contact, they scale impersonal, frustrating interactions that erode trust and put loyalty-driven revenue at risk.
This leaves B2C leaders with an impossible choice: continue to use AI to cut costs, or invest in preserving quality? Automate service or maintain loyalty? This tradeoff isn't just frustrating—with Glady, it has become unnecessary. Gladly's introduction of Customer AI gives brands the ability to achieve operational efficiencies by also delivering experiences that are informed by deep customer intelligence. In a category characterized by claims of humanizing customer service at scale, Customer AI makes Gladly the first CX platform to fully realize this vision.
Customer AI isn't a new feature—it's core to the platform and powers every conversation with insight into each customer's history along with deep knowledge of a brand's voice, policies, and products. With over 240 million customer conversations supported, Gladly provides the scale and data depth needed to deliver AI that's both intelligent and human.
Customer AI embodies five key CX traits that have been core to Glady's approach since the beginning. By staying true to these concepts, Gladly is reinventing customer service yet again.
AI built with customers at the center
Every decision, workflow, and conversation centers on customers, not tickets, to make customers feel known and understood. Gladly aims to deepen loyalty by delivering experiences where customers feel recognized.
AI that's genuinely intelligent
Most AI is heavy on the artificial and light on the intelligence. Gladly takes a different approach. Sidekick, Gladly's AI agent, connects the power of AI with deep customer understanding, allowing it to converse naturally, take meaningful action, and continuously learn, just like your best support agents.
AI that's fluent in every channel
Gladly is built for how real people connect. Whether it's over voice, chat, SMS, email, or social, every message lives in one continuous conversation. That means customers never have to repeat themselves, and both support heroes and Gladly Sidekick always know where things left off.
AI for self-service and support agents
Gladly's AI doesn't replace people; it amplifies them. When Gladly Sidekick can't automatically resolve a conversation, it works hand-in-hand with the support team in Gladly Hero. Customer AI is built to empower people and AI to work together seamlessly.
AI that is simply powerful
Gladly delivers enterprise-grade intelligence with the ease of consumer-grade design. Business users benefit from no-code automation, embedded insights, and the ability to refine how Gladly behaves to correspond to changing business needs.
With its latest expansion, Customer AI now delivers five powerful new capabilities to bring its intelligence to more channels, teams, and customer moments:
Today's market is increasingly competitive, cost-sensitive, and customer-driven. Brands face heightened expectations for personalized, efficient, and empathetic service. Customer AI uniquely enables brands to address these expectations by offering operational efficiency and exceptional experiences simultaneously. With a fusion of automation and empathy, operational efficiency and deep personalization, human connection and technological innovation, Gladly's Customer AI gives brands the ability to scale 1:1 experiences to customers across channels, night and day, which constitutes a win for everyone.
About Gladly
The world's most customer-centric brands use Gladly's CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simply powerful, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Learn more at www.gladly.ai.