Gladly named "Overall Customer Experience Solution of the Year" by RetailTech Breakthrough

We’re thrilled to share that Gladly has been named RetailTech Breakthrough’s "Overall Customer Experience Solution of the Year," a top honor recognizing the technologies reshaping today’s most competitive industries.

About RetailTech Breakthrough

RetailTech Breakthrough celebrates the companies, platforms, and innovations redefining the future of retail. With a rigorous evaluation process free of barriers like submission fees, the program spotlights true innovation across companies of all sizes and stages.

Since 2014, Tech Breakthrough—the organization behind RetailTech Breakthrough—has recognized leading innovators across industries like AI, FinTech, and RetailTech. With thousands of global nominations each year and a roster of past honorees that includes Intel, Cisco, Spotify, PayPal, and now companies like BigCommerce and Toshiba Global Commerce Solutions, the recognition makes this award especially meaningful.

Why it matters

Retail is undergoing one of the fastest transformations in history, fueled by rapid innovation and rising consumer expectations. Legacy systems can’t keep up—leaving brands under pressure to deliver standout customer experiences while rethinking the foundation of their operations.

This award reinforces a truth Gladly has championed from the beginning: exceptional customer experience is the ultimate differentiator.

While ticket-based platforms and bolt-on AI tools focus on deflection, Gladly is built differently. Our AI-powered, people-centered platform unifies conversations, context, and actions across every channel—voice, chat, SMS, email, and social—to deliver fast, secure, and deeply personal experiences at scale.

We don’t just help brands resolve issues; we help them build loyalty, deepen engagement, and turn service into a growth engine.

A win for the brands we serve

While awards are an honor, what motivates us most are the brands who trust Gladly to help them transform. Whether it’s a retailer turning service into a revenue engine or a travel company elevating experiences across channels, their success stories are the real proof of what's possible.

To our customers and partners: thank you. This recognition belongs to you just as much as it does to us. Together, we’re not just keeping pace with change — we're leading it.

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