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Gladly secures $40M in funding led by AXA Venture Partners (AVP) and launches AI-powered unified customer service platform, transforming support into a revenue driver

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SAN FRANCISCO, Sept. 26, 2024 /PRNewswire/ — Gladly, a leader in customer service innovation, has announced its groundbreaking unified Customer Service Platform, powered by advanced AI. The platform is set to disrupt the industry by replacing outdated ticket-based systems, enabling retailers and direct-to-consumer brands to offer seamless, personalized support that resolves support issues and drives customer loyalty and revenue. Recognizing the transformative potential of Gladly’s approach to customer service, venture capital firm AVP led a $40M funding round to fuel the company’s growth. AVP, known for backing high-growth, technology-driven companies, sees Gladly as a catalyst for change in the customer service industry. With this investment, Gladly is poised to help brands deliver exceptional, cost-effective customer experiences and redefine customer service as a strategic, revenue-generating asset.

The platform launch comes at a pivotal moment, as customer experience becomes a crucial differentiator for brands, and generative AI gains widespread adoption. While AI has recently been heralded as a solution for improving customer service efficiency, it has struggled to address two fundamental issues. First, legacy ticket-based systems leave agents without the comprehensive context needed to deliver personalized support, resulting in fragmented experiences and unresolved issues. Second, AI solutions bolted onto these outdated platforms may answer more queries but still lack complete customer history, leading to ineffective interactions and increased frustration when transitioning to human agents. Furthermore, add-on AI solutions can pose risks to brand integrity and operational safety.

Gladly’s AI-Powered Customer Service Platform addresses these challenges head-on. By centering every interaction around the customer rather than tickets, Gladly enables AI to provide more accurate, human-like responses, while equipping agents with the context they need to be more effective. This seamless integration of Gladly’s Gen AI capabilities with its core platform not only mitigates the risks associated with AI implementations but also guarantees a consistently high-quality customer experience, whether driven by AI or human agents.

“In today’s challenging retail environment, where customer loyalty is hard-won and easily lost, our AI-powered, unified Customer Service Platform is a game-changer. It not only enhances customer experience but turns support into a strategic asset that drives growth and loyalty,” said Joseph Ansanelli, CEO of Gladly.

Gladly’s Customer Service Platform aggregates all customer interactions, regardless of channel, into a single lifelong customer record that powers both AI and agent-led support, leading to more personalized and efficient service. Gladly accelerates agent efficiency by automating routine inquiries, allowing agents to focus on high-value customer interactions such as cross-selling and upselling opportunities. Gladly also employs rigorous quality control of its AI offering, with features such as the ability to configure AI behavior to specific tone and brand guidelines, and advanced hallucination detection technology that ensures AI-generated content remains factual and relevant. Gladly’s customers achieve faster resolutions, reduced agent handle times, and realize higher CSAT scores.

“Gladly is solving critical challenges in how customer service is delivered,” said Alex Scherbakovsky, General Partner at AVP. “With its people-centered product philosophy, next-gen AI offerings, and experienced go-to-market leadership, Gladly is poised to transform the multi-billion dollar customer service market.”

With this new unified platform, Gladly is inviting retailers and direct-to-consumer brands to redefine what’s possible in customer service. By transforming support teams into growth drivers, Gladly is setting a new standard for the industry. To learn more about how Gladly can help your business turn customer service into a competitive advantage, visit gladly.com.

About Gladly
Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today’s rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at scale, enabling them to efficiently overcome the challenges of declining customer loyalty and rising costs. Its unique approach puts customers at the center, unifying all interactions into a single, lifelong conversation. This ensures customers have seamless, personalized experiences across all channels, driving faster resolutions and deeper, more meaningful connections that boost customer loyalty and lifetime value.

Trusted by hundreds and hundreds of iconic brands like Nordstrom, Warby Parker, and Crate & Barrel, Gladly delivers impressive, industry-leading results. Businesses have seen up to 470% yearly ROI, a 45% reduction in handle times, and customer satisfaction scores as high as 98%. With Gladly, businesses can provide the radically personal service their customers deserve, while maximizing operational efficiency—transforming customer service into a powerful engine for growth, loyalty, and competitive advantage in today’s marketplace. Learn more at gladly.com.

About AVP
AVP is a global venture capital firm specializing in high-growth, technology-enabled companies, managing more than $2 billion in assets across four investment strategies: Venture, Growth, Late Stage and Fund of Funds. Since its establishment in 2016, AVP has invested in more than 60 technology companies in Venture and Growth stages in the US and Europe.
With offices in New York, London and Paris, AVP supports companies in expanding internationally and provides portfolio companies with tailored business development opportunities to further accelerate their growth. For more information on AVP, please visit axavp.com.

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SOURCE Gladly

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Charles Dadswell to step down as General Counsel, Illumina initiates search for successor

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SAN DIEGO, Oct. 3, 2024 /PRNewswire/ — Illumina, Inc. (NASDAQ: ILMN), a global leader in DNA sequencing and array-based technologies, announced that after 11 years of service, Charles “Chuck” Dadswell will step down as General Counsel and Secretary on October 3. Dadswell has agreed to remain an Illumina employee, serving as an advisor to CEO Jacob Thaysen and the Board of Directors, through March 31, 2025. Scott Davies has been named acting General Counsel and Secretary while the company conducts a search for Dadswell’s permanent successor.

Dadswell joined the company as General Counsel in 2013, following a distinguished career providing legal counsel to the biotechnology sector. Most recently, he oversaw the company’s successful challenge in the European Court of Justice of the European Commission’s jurisdiction over Illumina’s acquisition of GRAIL.

“Throughout his tenure, Chuck has been a valuable advisor to Illumina’s leadership team and its Board of Directors. He is a respected industry leader whose expertise and advice helped Illumina reach the industry leadership role it holds today,” said Jacob Thaysen, Chief Executive Officer of Illumina. “I want to personally thank Chuck for his advice and assistance as I was joining Illumina. I speak for everyone at Illumina when I say how appreciative we are for his many contributions to our organization.”

“I’ve watched and been a part of Illumina growing from a start-up to one of the most important and innovative companies in the world, and I’m proud to have been a part of that journey,” said Charles Dadswell, General Counsel and Secretary. “The company’s talented employees, innovative technologies, and critical mission have significantly accelerated science and medicine to the benefit of millions of people around the world. I want to thank all the colleagues with whom I’ve had the opportunity to work.”

Scott Davies, serving as interim General Counsel and Secretary, joined Illumina in 2009. He most recently served as Vice President, Legal – Chief Corporate Counsel and Assistant Secretary.

About Illumina

Illumina is improving human health by unlocking the power of the genome. Our focus on innovation has established us as a global leader in DNA sequencing and array-based technologies, serving customers in the research, clinical, and applied markets. Our products are used for applications in the life sciences, oncology, reproductive health, agriculture, and other emerging segments. To learn more, visit illumina.com and connect with us on X, Facebook, LinkedIn, Instagram, TikTok, and YouTube.

Contacts

Investors:

Media:

Salli Schwartz

Bonny Fowler

858-291-6421

740-641-5579

IR@illumina.com

PR@illumina.com

 

View original content:https://www.prnewswire.com/news-releases/charles-dadswell-to-step-down-as-general-counsel-illumina-initiates-search-for-successor-302267306.html

SOURCE Illumina, Inc.

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Lotus Wins for Groundbreaking Wearable Innovation Empowering Individuals with Disabilities at Vista Center’s Accessibility-Focused Startup Pitch Competition

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Vista Center for the Blind and Visually Impaired, a nonprofit supporting individuals with vision loss for over 75 years, recently held its inaugural Startup Pitch Competition to showcase innovations in the underserved accessibility area. Lotus won the competition with its wearable device, the Lotus Ring, which allows users to control home environments with simple point-and-click gestures. Founded by former Apple engineer Dhaval Patel, Lotus empowers individuals with disabilities. The company will present at Sight Tech Global in December 2024 and receive Harvard Business School Alumni Angels mentorship.

SAN JOSE, Calif., Oct. 3, 2024 /PRNewswire-PRWeb/ — Vista Center for the Blind and Visually Impaired successfully hosted its inaugural Pitch Competition, where over 15 startups showcased breakthrough innovations to enhance accessibility for visually impaired and disabled users. Lotus emerged as the competition winner for its pioneering wearable solution. Finalists Equivalent and Lighthouse Tech were also recognized for their innovative contributions, each demonstrating significant potential to drive change.

“Being recognized by the accessibility community reinforces our commitment to innovative technology,” said Dhaval Patel, CEO of Lotus. “The Lotus Ring has a profound impact on daily life, and we’re excited to continue pushing accessibility forward and make this product widely available.”

Leading the Charge in Accessibility Innovation

According to the CDC, one in four adults in the U.S. lives with a disability, driving a growing demand for innovative accessibility solutions. Vista Center’s event highlighted this urgent need in a market that often operates in isolation, showcasing cutting-edge technologies designed to enhance independence and improve the quality of life for individuals with disabilities. This event is part of Vista Center’s ongoing commitment to raising awareness and advancing assistive technologies that promote inclusion.

“We were truly inspired by the diverse range of cutting-edge solutions presented at our inaugural innovation event,” said Karae Lisle, CEO of Vista Center. “Discovering companies pushing the boundaries of accessibility technology gives us hope for a future where independence is accessible to all.”

About LOTUS (Event Winner):

Founded in 2021 by a team of experts from top tech companies such as Apple, Google, and Nest, Lotus is revolutionizing assistive technology with its groundbreaking Lotus Ring. This wearable device empowers individuals with limited mobility to control their home environment through simple point-and-click gestures, providing new levels of independence and ease. Its versatility also extends to individuals with vision impairments, offering an intuitive alternative to traditional home automation systems.

This groundbreaking technology earned Lotus a speaking engagement at Sight Tech Global 2024 and a pro bono HBS/MIT Advisor Mentoring Session sponsored by Harvard Business School Alumni Angels.

Developed using a combination of universal design and inclusive design, the Lotus Ring requires no rewiring or complex setup—users can snap the Lotus Switch Cover onto an existing wall switch and start using it immediately. This feature makes home automation affordable and accessible, eliminating the hassle of traditional smart home systems.

The inspiration for Lotus came from founder and CEO Dhaval Patel, who developed the idea after struggling with mobility. Following a night when he couldn’t easily turn off the lights while using crutches, Patel was driven to create technology that could benefit others facing similar challenges. “If I, as an Apple engineer, didn’t have accessible smart home tech, who else is struggling?” Patel asked himself. His experience laid the foundation for Lotus’ mission: to build technology that everybody can use by optimizing for disability first.

“Being recognized by the accessibility community reinforces our commitment to innovative technology,” said Dhaval Patel, CEO of Lotus. “The Lotus Ring has a profound impact on daily life, and we’re excited to continue pushing accessibility forward and make this product widely available.”

Vista Center’s Startup Pitch event is part of a broader initiative to promote innovation in accessibility technology.

“Our goal is to support companies creating technologies that improve independence for the visually impaired community. The recognition of Lotus is well-deserved, and we are excited to have them take the stage at our Sight Tech Global (STG) conference in December.”

Sight Tech Global, now in its fourth year, is a premier global virtual conference that brings together technology pioneers who are creating new approaches to barrier-free navigation, human interaction, and equitable access to information. Free for anyone to attend, STG advances technologies supporting accessibility.

About Vista Center for the Blind and Visually Impaired

For over 75 years, Vista Center, a 501(c)(3) nonprofit, has empowered individuals with vision loss to embrace life to the fullest through evaluation, counseling, education, and training. With low-vision clinics in Palo Alto and San Jose, California, Vista Center provides essential support through various comprehensive rehabilitation programs and services. By fostering collaboration with technology companies. Vista Center continues to champion innovations that enhance the independence and quality of life for people with vision loss.

About Lotus

Founded in 2021 and based in Silicon Valley, Lotus creates accessible home automation solutions that eliminate the need for rewiring or apps. Partners include the U.S. Department of Veterans Affairs, the State of New York, and the National Council on Independent Living (NCIL). With over 1 billion people globally living with disabilities, Lotus’s innovative product, the Lotus Ring, has the potential to transform the lives of millions by providing greater independence and ease of use.

Media Contact

Jennifer George, Vista Center for the Blind and Visually Impaired, 1 4083149833, jennifer@jgmmc.com, www.jgmmc.com

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SOURCE Vista Center for the Blind and Visually Impaired

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The Inner Circle acknowledges, Chris Bradford as an Inner Circle Lifetime

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BENTONVILLE, Ark., Oct. 3, 2024 /PRNewswire/ — Prominently featured in The Inner Circle, Chris Bradford is acknowledged as an Inner Circle Lifetime for her contributions to Leading Innovation in Seafood Traceability.

Chris Bradford, a dynamic leader in the software industry, continues to make waves with Trace Register, a global pioneer in seafood traceability solutions. With an impressive track record and a commitment to excellence, Chris is transforming how the seafood industry manages sales, marketing, and customer success through cutting-edge software.

Trace Register, under Chris’s leadership, offers a comprehensive suite of software solutions designed to enhance seafood traceability. These solutions cover sales management, marketing, customer success, social media management, and website development, catering to an international clientele. Chris’s expertise lies in leveraging customer insights to drive sales and growth, reflecting her deep understanding of the market and customer needs.

Chris Bradford holds an MBA from the University of Arkansas, class of 2006. Her career is marked by several notable accomplishments, including securing a landmark $100 million project with Walmart, showcasing her strategic and sales expertise. Chris is particularly proud of her role in advancing her team members’ careers and witnessing the success of her two children, highlighting her dedication to both professional and personal achievements.

In addition to her professional success, Chris is deeply committed to community service. She is involved with Next Up and engages in charitable work supporting the homeless, reflecting her dedication to giving back to the community.

Chris’s career is adorned with numerous honors and awards, including being selected as a member of the Department Leadership Team in 2020 to drive organizational change, and being a Soderquist Executive Leadership Supplier Circle Cohort Member in 2016-2017. She has also been recognized as one of the Top 20 Young Professionals in NWA in 2012 and received the Contribution Leadership Award in 2015 and 2010. Her accolades further include the Best Performance in a Supporting Role Award in 2009.

An avid traveler and outdoor enthusiast, Chris is driven by values of perseverance and determination. She embraces her passion for innovation and lifelong learning, often describing herself as a self-proclaimed nerd. Looking ahead, Chris aims to grow Trace Register by threefold or more by 2026 and is interested in joining the NEA to network with executives and further her career.

Contact:
Katherine Green
516-825-5634
editorialteam@continentalwhoswho.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/the-inner-circle-acknowledges-chris-bradford-as-an-inner-circle-lifetime-302267252.html

SOURCE The Inner Circle

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