That's the AI paradox hiding in your CX stack. Tickets close. Customers leave. And most teams don't see it coming because they're measuring the wrong things.

Efficiency metrics look great on paper. Handle time down. Containment rate up. But customer loyalty? That's a different story — and it's one your current dashboards probably aren't telling you.

Gladly's 2026 Customer Expectations Report surveyed thousands of real consumers to find out exactly where AI-powered service breaks trust, and what separates the platforms that drive retention from the ones that quietly erode it.

If you're architecting the CX stack, this is the data you need to build it right. Not just fast. Not just cheap. Built to last.

See the data

Amazon's AI-Powered Superstores Set to Compete with Walmart: Amazon's Project Kobe plans to introduce massive supercenters integrating advanced retail and fulfillment automation, challenging Walmart by streamlining operations and enhancing customer experience. Link

Vercel's CEO: AI Agents Transforming Us into 'Mini CEOs': Vercel's CEO discusses how AI agents are assuming roles traditionally held by individual contributors, positioning everyone as managers in their workflow, and encouraging individuals to embrace their roles as 'mini CEOs.' Link

Anthropic Tests New AI Model in Wake of Data Leak: Following an accidental data leak, Anthropic confirmed testing a new AI model described as a 'step change' in performance, marking a notable advancement in artificial intelligence capabilities. Link

Meta Sets Ambitious AI Goals for Employees by 2026: Under CEO Mark Zuckerberg's leadership, Meta is striving to become an AI-native company by establishing ambitious AI tool adoption goals for its workforce by 2026. Link

Microsoft and NVIDIA Tackle Key Challenge for AGI: Microsoft and NVIDIA have identified and are addressing the primary obstacle separating current AI technologies from achieving Artificial General Intelligence (AGI), a critical issue for the AI industry. Link

South Korea Allocates $166 Million to AI Chip Startup Rebellions: South Korea has approved a significant investment in Rebellions, an AI chip startup, as part of a government initiative to bolster local semiconductor capabilities. Link

Arm Holdings Launches AI Data Center Chip with Meta as Anchor Customer: Arm Holdings unveiled a new AI data center chip, with Meta as its anchor customer, aiming for substantial revenue growth and experiencing a sharp increase in stock value. Link

Apple's Siri to Integrate More AI Chatbots in iOS 27: Apple is reportedly planning to enhance Siri's capabilities by allowing integration with additional AI chatbots, including Google Gemini and Claude, in iOS 27, enhancing its virtual assistant's functionality. Link

Germany Under Pressure to Bolster Laws Against Deepfake Pornography: Following a complaint from a recognized television actor regarding AI-generated explicit content, Germany's government is being urged to strengthen legal protections against digital violence. Link