Gladly wins "Best Overall Customer Experience Solution Provider" at 2025 MarTech Breakthrough Awards

We're thrilled to announce that Gladly has been named "Best Overall Customer Experience Solution Provider" at the 2025 MarTech Breakthrough Awards, following our RetailTech Breakthrough Award win earlier this year.

This recognition from MarTech Breakthrough highlights something unique about the Gladly approach: we're bridging the traditional gap between marketing and service by bringing marketing-grade personalization—powered by Customer AI—into customer experience.

About MarTech Breakthrough

MarTech Breakthrough celebrates the companies and technologies driving innovation in marketing technology. With over 4,000 global nominations this year, their rigorous evaluation process recognizes solutions that are genuinely transforming how businesses connect with customers across the entire customer journey.

This year's winners include industry leaders like Adobe, Canva, 6sense, Vimeo, and Optimizely—making this recognition particularly meaningful as validation of Gladly’s role in the expanding martech ecosystem, where customer experience is recognized as critical to driving engagement, retention, and growth.

Why this award matters

While marketing teams have long leveraged sophisticated personalization engines to create tailored experiences, customer service has traditionally been stuck with generic, ticket-based interactions. This disconnect creates jarring experiences for customers who expect the same level of personalization they receive in marketing touchpoints.

The "Best Overall Customer Experience Solution Provider" award recognizes our unique position: we're not just a customer service platform—we're a personalization engine that transforms every customer experience into a relationship-building opportunity.

Our platform doesn't just resolve issues; it leverages rich customer context and conversation history to deliver experiences that feel as personal and intentional as your best marketing campaigns.

Two awards, one vision

Winning both RetailTech and MarTech breakthrough awards validates our core belief that exceptional customer experience sits at the intersection of multiple disciplines.

• RetailTech recognized how we help retail brands like Crate & Barrel, Rothy's, and KÜHL deliver radically personal experiences at scale

• MarTech validates our ability to bring marketing-level sophistication to service interactions, transforming CX teams into relationship and revenue drivers

This dual recognition reflects the reality that modern customer experience can't be siloed. The best CX strategies integrate insights from marketing, leverage retail best practices, and deploy technology that serves the entire customer journey.

Looking ahead

As we celebrate this recognition, we remain focused on what matters most: helping brands deliver customer experiences that are both radically efficient and radically personal—no tradeoffs.

To our customers, partners, and team: thank you for making this recognition possible. Together, we're not just keeping pace with the evolution of customer experience—we're defining it.

Ready to see how Gladly can transform your customer experience strategy? Request a demo today.