Gladly, the customer experience (CX) platform powering brands like Crate & Barrel, Ulta Beauty, and TUMI was named Disruptive Technology of the Year at the 2025 CCW Excellence Awards. The award recognizes Gladly’s approach to AI in CX—one that’s breaking the legacy model of tradeoffs between cost and care.
The Disruptive Technology category honors innovations that fundamentally reshape how businesses serve their customers. Gladly stood out from a field of finalists—including Microsoft, Observe.AI, and Krisp—for its customer-centric platform designed around lifelong relationships, not tickets.
“We’re disrupting the customer experience space because we refuse to accept the old tradeoff that forces businesses to choose between efficiency and personalization,” said Charlie Besecker, President of Gladly. “With Gladly, you get both—and we’re grateful the industry is recognizing that approach.”
Unlike traditional platforms that layer AI onto fragmented ticketing systems, Gladly was built around customers from the start. That foundation paved the way for Gladly Customer AI, the intelligence layer powering seamless, context-rich experiences across every channel and touchpoint. It also powers Sidekick, Gladly’s AI agent, which supports the full customer journey—from answering questions and taking action to guiding shoppers and escalating with context.
With service quality at a decade low and AI expectations finally shifting from hype to outcomes, Gladly offers brands a new way forward—one where cost savings and care aren’t at odds but aligned.
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