SAN FRANCISCO, April 24, 2025 (GLOBE NEWSWIRE) - RetailTech Breakthrough, a leading independent market intelligence organization that evaluates and recognizes standout retail technology companies, products, and services around the globe, today announced that Gladly, the AI-powered, people-centered Customer Service Platform, has been named "Overall Customer Experience Solution of the Year" in the 3rd annual RetailTech Breakthrough Awards program.

Recognition Highlights the Growing Need for AI-Driven, Customer-Centered Service SolutionsSAN FRANCISCO, Feb. 14, 2025 /PRNewswire/ -- As businesses grapple with evolving customer expectations and the rapid advancement of AI, the need for customer service solutions that are both intelligent and deeply human has never been greater. In recognition of this shift, Gladly has been named to the Constellation ShortList™ for Digital Customer Service and Support for Q1 2025, marking it as a leading solution for brands looking to modernize service operations and elevate customer experiences.Constellation Research evaluates vendors based on client inquiries, market share, customer references, and independent analysis. The ShortList identifies leading solutions that help organizations modernize their technology stack and maximize the value of their investments. Gladly's inclusion reflects its innovative, customer-first model.Unlike traditional ticket-based platforms that bolt AI onto legacy workflows, Gladly was designed from the ground up to unify conversations across channels, putting customers — not tickets — at the heart of every interaction. This approach empowers brands to create seamless, personalized service experiences while simultaneously driving efficiency."Standalone AI products are simply extending legacy ticket-based customer service tools to make customers feel even more deflected," said Charlie Besecker, President of Gladly