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Ideas and advice for modern customer service

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Oct 29, 2026 • 12 min read

How to build a single customer view for ecommerce personalization

A guide to building a single customer view for ecommerce, from data sources and identity resolution to a live record your team and AI use mid-conversation.

Customer stories

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Jan 15, 2026 • 4 min read

How Shopify brands should evaluate AI CX vendors

Apr 5, 2024 • 8 min read

CX leaders Q&A – how to drive change within your organization

Aug 4, 2023 • 9 min read

How digital service channels benefit the modern customer

Inside Gladly

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Apr 15, 2026 • 3 min read

What Shoptalk Spring 2026 revealed about retail's AI moment

Feb 6, 2026 • 4 min read

The Year CX AI Gets Measured Differently

Jan 30, 2026 • 5 min read

Why efficiency alone isn't enough for CX success

Trends and expert opinions

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$Diagram showing how an AI agent handles the prompt "Find size 10 running shoes & add to cart" with and without WebMCP. Without WebMCP, the agent parses rendered HTML text and layout and guesses a button selector (.btn-cart), which is fragile scraping. With WebMCP, the agent makes direct tool calls, search_products({ size: 10 }) and add_to_cart({ variant_id: 882 })$