How modern CX platforms transform IT’s role

IT hasn’t stopped being the guardian of security—but the mandate now includes speed, scale, and measurable growth. The right enterprise-grade CX platform lets IT deliver both: uncompromising security and outcomes like shorter resolution times, higher CSAT, and lower cost-to-serve.

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The new IT mandate

When customer service runs on outdated or complex systems, IT teams spend countless hours on maintenance and troubleshooting. A sophisticated IT leaders' CX platform fundamentally changes this dynamic, shifting IT from reactive maintenance to proactive innovation. By eliminating these technical barriers, IT can collaborate with other departments to create new solutions that drive business success.

For example, Deckers saw productivity double after modernizing their customer service platform with Gladly. For IT, that means the hours once spent trying to make legacy systems work now translate directly into business outcomes the C-suite values (efficiency, growth, customer loyalty).

Key considerations when modernizing CX infrastructure

While upgrading enterprise-grade CX software is essential, success requires more than just new tech. Here are the critical factors to consider:

• Focus on business impact

• Build internal alignment

• Plan for growth

Focus on business impact

The best CX platforms prove their value in business terms, not just technical bells and whistles. Look for measurable outcomes like 29% reduction in order-to-contact value, higher CSAT/NPS, and payback in under six months. For example, Forrester showed that organizations modernizing customer service with cloud platforms have tripled their ROI within three years. Consider the alternative. The hidden costs of keeping legacy systems (lost productivity, customer churn, delayed innovation) often have a higher price tag than investing in a modern solution.

Build internal alignment

Modernizing enterprise-grade CX platforms isn't just on IT. It also requires buy-in across the business. Parter with customer service leaders and front-line CX heroes to uncover daily pain points and opportunities for automation. Try running a small usability pilot or run agent workshops to ensure the platform actually improves workflow, increases adoption, and reduces resistance to change. When IT and CX teams align early, modernization delivers faster wins and stronger long-term outcomes.

Plan for growth

Choose a CX platform that scales with your business. How will the platform adapt as your customer base grows? What happens when you expand into new markets or add service channels? The right solution should grow with your business without requiring costly overhauls or complex workarounds. Whatever enterprise-grade CX platform you choose should be able to handle millions of extra inquiries, add new channels like voice, SMS, social media in weeks (not months), and expand into new markets. A future-ready CX platform should evolve along with your customer base, making sure IT doesn't become a bottleneck to company growth.

7 ways Gladly makes life easier for IT teams

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The strategic IT leader's platform of choice: Gladly

Gladly's platform empowers IT teams with key capabilities:

• Fast implementation and resource optimization

• Comprehensive analytics and reporting

• Flexible integration ecosystem

• Enterprise-grade security and compliance

• Transition from legacy to innovation

• Dedicated IT partnership

Fast implementation and resource optimization

Deploy faster with straightforward onboarding that minimises lift for IT. Our unified architecture reduces ongoing admin hours, freeing IT from patching and maintenance so they can focus on innovation.

Comprehensive analytics and reporting

Equip CX and IT leaders with real-time dashboards, customizable reports, and data exports to BI tools. Track KPIs like deflection rate, handle time, CSAT, and backlog health in one place, making it easier to prove ROI across the organization.

Flexible integration ecosystem

Connect once and integrate everywhere with Gladly's App Platform. Gladly offers a robust API framework, prebuilt connectors for CRM, telephony, and workforce management systems. We also have an event/webhook model for real-time data sync. This allows IT to adapt quickly without brittle custom code.

Enterprise-grade security

Built for the highest standards, Gladly maintains SOC 2 Type II certification with features including SSO/SAML/OIDC, SCIM provisioning, role-based access controls, audit logs, IP allowlists, and encryption in transit and at rest. A dedicated Trust portal provides visibility into compliance and uptime.

Transition from legacy to innovation

Get rid of the complexity of legacy suites with an enterprise-grade CX platform designed for personalization at scale. IT leaders reduce TCO while allowing the business to launch new channels and experiences faster.

Dedicated IT partnership

From initial review through deployment and ongoing operations, Gladly partners with IT every stem of the way. Our modular architecture, developer documentation, and enterprise support team ensure modernization projects succeed on time and on budget.

The future of IT leadership

IT leaders are no longer just maintaining systems. Now, they're shaping how their organizations grow. With customer expectations rising and digital innovation getting faster by the day, enterprise-grade CX platforms have become a cornerstone of business strategy.

Modern CX doesn't just keep the lights on. It frees IT to:

• Reclaim time from patching and maintenance

• Enable automation that drives measurable productivity

• Deliver secure, scalable experiences that businesses can rely on

The IT teams that lead in the next decade will be those that choose CX software built for both enterprise-grade security and business agility. Gladly helps make that choice clear.

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