May 28, 2026
What retail's best AI deployments have in common
Seven insights from real Gladly platform data. The companies pulling ahead aren't doing anything exotic — here's what separates them.
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Same technology. Dramatically different results.
We studied retail companies running AI on the same platform and saw dramatically different outcomes. The difference wasn’t budget or engineering resources. It came down to how actively teams maintained, expanded, and operationalized their AI over time.
This guide breaks down seven data-backed patterns from real Gladly platform data — including why AI-resolved conversations reopen less often than agent-handled ones, and what happened to one company’s resolution rate after losing its AI owner.
You don't need to build AI. You need to commit to it.
Real platform data from December 2024 through March 2026. Seven insights on what separates retail's top AI deployments from everyone else.
2026 Customer expectations report
New national study: Customers now start with AI, but poor experiences drive defection, even when problems get solved. Download the data.
6 levels of AI maturity to uplevel your CX
See how AI advances from basic bots to smart, discerning intelligence.
Buy vs. build AI checklist
Should you build or buy AI for customer service? This CIO checklist covers costs, risks, and vendor evaluation to help you decide wisely.