Gladly named RetailTech Breakthrough’s Customer Experience Solution of the Year

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.

This award arrives at a moment when brands face mounting pressure to deliver personalized service at scale while navigating rapid AI transformation.

For Gladly, the recognition validates a core belief. Customer experience is the ultimate differentiator. And the brands that win are those that put people, not tickets or deflection tactics, at the center of every conversation.

About RetailTech Breakthrough

RetailTech Breakthrough celebrates the companies and platforms 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 AI, FinTech, and RetailTech. With thousands of global nominations each year and past honorees including Intel, Cisco, Spotify, PayPal, BigCommerce, and Toshiba Global Commerce Solutions, this recognition makes this award especially meaningful.

What sets Gladly apart

Retail is undergoing one of the fastest transformations in history. Rising consumer expectations and rapid innovation expose the limits of legacy systems. Ticket-based platforms and bolt-on AI tools focus on deflection. Gladly is built differently.

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

Our platform unifies conversations, context, and actions across voice, chat, SMS, email, and social to deliver fast, secure, and deeply personal experiences at scale. Every interaction is centered on the customer, not a case number.

A win for the brands we serve

While awards are meaningful validation, what drives us most are the brands that trust Gladly to help them transform. Whether it's a retailer turning service into a revenue engine, a travel company elevating experiences across channels, or a lifestyle brand building lifelong customer relationships, their success stories are the proof.

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