Gladly

The only customer experience AI designed to engage, not deflect. Trusted by Crate & Barrel, Ulta Beauty + more.

[Gladly @gladly]

The convo about AI and humans in CX has been oversimplified for too long.

Adam Seede from @ultabeauty calls it hand off and hand back. Joseph Ansanelli takes it further - what if AI just checks in first: "hey, is it okay if I do this?" then finishes on its own.

#Gladly #AI #CX

[Gladly @gladly]

Delete an app once. There's a 5% chance you ever come back.

Adam Seede from @ultabeauty on why member
retention is really a re-engagement problem and what that means for loyalty at scale.

🎙From Radically Personal with Joseph Ansanelli.

#Gladly #CX #CustomerExperience #AI

[Gladly @gladly]

This is what Gladly Connect Live looks like:

Sessions that give you frameworks you'll use. Convos between panels that change your approach. The person you meet who becomes your sounding board next year.

Nashville last year. Atlanta in 10 days.

RSVP: https://t.co/R6jbUDiko3

[Gladly @gladly]

"When I first heard all these acronyms — MCP, ACP, UCP — I'll admit I was confused."

Same. 🙋

Nidhi Nair breaks down what the protocols mean for your brand, and why the smartest move is still to invest in your own AI first.

#Gladly #AI #AgenticCommerce

[Gladly @gladly]

This industry either eats you alive - or you love it.
Adam Seede from @ultabeauty has been in customer experience for three decades. He took the bait.

🎙 From the Radically Personal podcast with Joseph Ansanelli.

#Gladly #UltaBeauty #CX #CustomerExperience #Leadership

[Gladly @gladly]

New @modernretail piece on how @pactorganic, @MaryRuths, and @olliepets rebuilt CX from a cost center into a revenue function.

Lauren Inman-Semerau, Jim Rodden, and Benjamin Devey are going deeper at #GladlyConnectLive, May 4–6 in Atlanta.

RSVP now: https://t.co/P4DvZboL7w

[Gladly @gladly]

CX teams aren't cost centers. They're your best sales channel.

Adam Seede from @ultabeauty on why the next wave of CX metrics goes beyond resolution rates - and what an "influencer score" actually looks like in practice.

🎙 From the Radically Personal Podcast

#Gladly #AI

[Gladly @gladly]

The conversations, community, and momentum of Gladly Connect Live.

CX leaders from @CrateandBarrel, @CondeNast, @stockx, @googlecloud and more. May 4–6 in Atlanta.

A few seats left. RSVP now: https://t.co/R6jbUDiko3

#GladlyConnectLive #Gladly #Ai

[Gladly @gladly]

The future isn't AI replacing your team. It's your team invoking AI.

Adam Seede from @UltaBeauty on the hand off and hand back model — and why that's actually a better experience for the guest.

From the Radically Personal Podcast

#Gladly #AI #CustomerExperience #CX

[Gladly @gladly]

Agentic commerce isn't shopping bots. It's what happens when AI treats the buy, the exchange, and the next purchase as one conversation — not three.

Nidhi Nair, Sr Product Marketing Manager at Gladly, breaks it down.

#Gladly #AgenticCommerce #AI #CX #CustomerExperience

[Gladly @gladly]

When you've been a member for 8 years, the 30-day return policy shouldn't apply to you.

Adam Seede from @ultabeauty on what hyper-personalization looks like when AI knows your guest's full history.

🎙 From the Radically Personal Podcast.

#Gladly #CX #AI #CustomerExperience

[Gladly @gladly]

Big news for Gladly Connect Live '26 - welcome, @googlecloud! 🙌

Agentic commerce. Expert lounges. Main stage surprises. Atlanta, May 4–6.

Save your spot now: https://t.co/R6jbUDiko3

#GladlyConnectLive #Gladly #GoogleCloud #AI

[Gladly @gladly]

Jesse Wilkinson keeps @stockx's AI getting better week over week — managing the platform and the improvement loop behind it. He's on stage at #GladlyConnectLive, May 4–6 in Atlanta.

Register now.

https://t.co/R6jbUDiko3

[Gladly @gladly]

Most CX teams can tell you how their AI is performing.
Fewer can tell you why it made a specific decision — or what to fix when it didn't.

Full breakdown here: https://t.co/AaWUOl8Otc

[Gladly @gladly]

Your metrics were designed for a pre-AI world. When AI handles the easy stuff and humans inherit the complex cases, traditional KPIs start to mislead you. Andy Lisk of @stockx is rebuilding the framework at #GladlyConnectLive, May 4-6 in Atlanta.

https://t.co/f3RTu2QWnL

[Gladly @gladly]

"Don't buy tools. Build partnerships."

Kate Showalter of @CrateandBarrel on why Crate & Barrel doesn't build their own AI layer — they partner with experts who can deliver AI that "feels like us through you."

#Gladly #AI #CX #CustomerSuccess

[Gladly @gladly]

Kimberly Spence came into every CX platform demo with 5 non-negotiables and didn't compromise on any. When your business runs on AI and scales across thousands of locations, the wrong architectural decision compounds. #GladlyConnectLive May 4–6 in Atlanta.
https://t.co/TFb83VVF2k

[Gladly @gladly]

"It's not those with the best tools — it's those who did the foundational work first."

@gladly's Christian Eberle on what actually separates AI leaders from everyone else.

#Gladly #AI #CustomerExperience

[Gladly @gladly]

Jim Rodden stopped comparing feature lists and started asking how platforms were actually built. That bet took @MaryRuths' from 4 disconnected systems to 40%+ AI resolution and a CX team that's now a top revenue channel. #GladlyConnectLive May 4–6 in ATL.

https://t.co/TFb83VVF2k

[Gladly @gladly]

Day one of @shoptalk 2026 is here and we're ready. 💚 Come find us at Booth 2764 — 90 seconds with the team could win you a Disney vacation. ✨🏰

#Shoptalk2026 #RetailAI #Gladly #AI