Discover How Gladly Redefined Customer Experience to Win ‘Overall Solution of the Year’

Gladly Wins Prestigious Award

SAN FRANCISCO, April 24, 2025 (GLOBE NEWSWIRE) — RetailTech Breakthrough, a leading independent market intelligence organization, has recognized Gladly, an AI-powered, people-centered Customer Service Platform, as the "Overall Customer Experience Solution of the Year" in its 3rd annual RetailTech Breakthrough Awards program.

Unlike traditional ticket-based platforms, Gladly was designed to unify conversations across various channels, ensuring that customers — not tickets — are at the center of every interaction. This innovative approach empowers brands to create seamless and personalized service experiences, driving operational efficiency.

Charlie Besecker, President of Gladly, stated, "Standalone AI products merely extend outdated customer service tools, often making customers feel neglected. Gladly prioritizes the customer in every conversation, utilizing AI to craft personalized experiences that foster loyalty and engagement."

The Importance of Customer Service

In today's market, customer service transcends problem-solving; it’s a crucial driver of brand loyalty, customer retention, and revenue growth. Companies that do not provide seamless, AI-enhanced support risk losing customers to more innovative competitors.

Transformative Results with Gladly

Brands utilizing Gladly have experienced remarkable outcomes, including:

• 470% ROI in just one year, attributed to increased customer lifetime value and decreased operational costs.
• 45% faster handle times, enhancing service efficiency.
• Customer satisfaction scores reaching 98%, thanks to more personal interactions.

"AI presents both an opportunity and a potential risk for brands. Those focusing solely on automating ticket resolution often lack the individual customer context, leading to deteriorating customer experiences," added Besecker. "Gladly integrates AI with a focus on lifelong conversations, creating superior customer experiences."

As businesses shift from reactive support to proactive, revenue-generating strategies, platforms like Gladly are essential for success. Trusted by leading brands such as Nordstrom, Warby Parker, and Crate & Barrel, Gladly transforms customer service into a powerful competitive advantage.