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

Anthropic to Launch Powerful AI Model ‘Mythos’ for Cybersecurity: Anthropic's forthcoming AI model 'Mythos' is engineered for advanced reasoning with a focus on cybersecurity. Its rollout will begin with enterprise security teams, aiming to bolster defense mechanisms. Link

Mitigating AI Risks: Essential Practices for Companies: AI agents, while beneficial, can act like malware if unmanaged. Companies are urged to integrate legal, governance, and security teams early, set clear guardrails, and implement "kill switches" to manage these agents effectively. Link

The Role of AI in Reshaping Modern Warfare: Insights from the Iran Conflict: AI technology is increasingly shaping modern warfare, as seen in the Iran conflict. Commercial AI software, space-based sensors, and drones highlight the growing integration of advanced technologies in military strategies. Link

OpenAI Shuts Down Sora Just Six Months After Launch: OpenAI has closed Sora, its AI video-generation tool, only six months after its debut. This decision has sparked discussions around data privacy concerns due to the app's invitation for users to upload personal images. Link

$100M Pro-AI Group Emerges Ahead of 2026 Midterms: A new AI advocacy group backed by Trump allies plans to invest $100 million in the 2026 midterms. The group's aim is to support deregulation and oppose stricter AI rules, marking AI as a key political issue. Link

Mistral AI Secures $830 Million Debt for Nvidia Data Center: Mistral AI has raised $830 million to fund a new data center powered by Nvidia’s advanced GB300 AI chips, enhancing its capabilities to train advanced AI models. Link

Microsoft Enhances Copilot with New AI Features for Users: Microsoft introduced new functionalities in its Copilot assistant, allowing users to employ multiple AI models within a single workflow, enhancing its AI product offering and boosting user adoption. Link

Billionaires Explore AI Solutions in Space Amidst Potential Risks: AI is increasingly being integrated into space initiatives by billionaires seeking to solve current challenges. However, this brings potential threats, reflecting the dual-edged nature of space-based AI solutions. Link

Apple's AI Marketing Takes Shape with Former Google Executive: Apple has appointed Lilian Rincon, previously with Google, to spearhead its AI marketing efforts, signifying a strategic push in the competitive AI landscape. Link

Rebellions Raises $400 Million in Pre-IPO Round: Samsung-backed AI chipmaker Rebellions has garnered $400 million in funding prior to its IPO, positioning itself as a rival to established players like Nvidia. Link