Contributing Author
Austin Reece
Austin Reece is Head of Product Marketing at Gladly. He’s passionate about helping businesses see through the hype around AI and focus on the tools and ideas that truly move their teams forward. At Gladly, he works across product and go-to-market to make sure innovation translates into real, measurable impact.
Read More from Austin Reece
AI CX Strategy for Economic Uncertainty
Learn how customer-centric AI transforms CX strategy during economic uncertainty.
CX is dead—and that’s by design
Customer experience is suffering from outdated systems and impersonal AI. Prioritize conversational, agentic, and contextual AI now to drive long-term loyalty.
AI pricing that builds trust: the Gladly approach
Discover how Gladly's Resolutions + Assists pricing model creates compound value through customer trust and operational efficiency, not containment.
Beyond chatbots: Why retail-specific AI drives revenue
Discover why generic chatbots fail in retail and how a purpose-built AI sales agent can convert visitors, increase order value, and scale personalization.
Stop replacing agents — start empowering them
Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.
Customer service is doing AI wrong — and it’s costing more than you think
Is your company using AI to cut customer service costs? Then you're doing it wrong.