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

OpenAI Accuses Musk's $134B Lawsuit of Being a 'Legal Ambush' Ahead of Upcoming Trial: Elon Musk's lawsuit against OpenAI and Microsoft worth $134 billion intensifies, with new allegations and leadership challenges emerging as the high-stakes trial approaches on April 27, 2026. Link

California Attorneys Face Discipline for Using AI in Legal Filings: Three attorneys in California are being disciplined by the State Bar over allegations of utilizing AI in their court filings and citing fictional legal decisions. These claims spotlight critical issues surrounding the integration of AI in legal practices. Link

Ohio Lawmakers Propose New AI Regulation Legislation: Ohio lawmakers are considering new regulations that would impose requirements on tech companies, including the implementation of watermarks on AI-generated content. The proposed legislation aims to create a framework for managing AI technologies. Link

Industry and Government Brace for Security Threats from Latest AI Model: Financial and tech sectors, along with national governments, are preparing for potential security challenges posed by the latest iteration of Mythos, an advanced AI model. This proactive stance reflects growing concerns regarding the capabilities and risks associated with emerging AI technologies. Link

DARPA Develops AI for Fact-Checking Enemy Claims: The SciFy program enables verification of scientific claims made by adversaries, testing their validity against rigorous standards. Link

How to Safeguard Your Finances Against AI Threats: Discover essential strategies for protecting your money amidst the growing concerns over AI-related financial vulnerabilities. This article outlines practical steps to ensure your financial safety in an increasingly automated world. Link

Meta Rebuilds AI Stack After Llama Setback, Invests $14.3 Billion: In just nine months, Meta has restructured its entire AI framework, incurring a cost of $14.3 billion following disappointment with its Llama project. The new system, recently launched, features significant leadership changes, including the hiring of Scale AI's CEO. Link

OpenAI's Valuation Under Scrutiny Amid Strategic Shift: OpenAI's CEO Sam Altman is shifting the company's focus as investors question the sustainability of its $852 billion valuation in light of rising competition from Anthropic. The changing strategy comes as the AI landscape continues to evolve. Link

Oracle Secures 2.8 GW Fuel-Cell Power from Bloom for AI Data Centers: Oracle Corp. has agreed to purchase up to 2.8 gigawatts of fuel-cell power from Bloom Energy Corp. for its artificial intelligence data centers. Link

Startup Secures $10 Million for AI in Construction Drawings: Primepoint has raised $10 million in a seed round to develop artificial intelligence that can read and interpret building documents. This funding aims to enhance the efficiency of handling construction drawings. Link

NVIDIA Leverages AI to Streamline GPU Design Process: NVIDIA reports that its use of AI has reduced the chip design work required for one GPU from 80 person-months to just overnight. The company has trained an internal large language model (LLM) on decades of GPU design data to enhance its internal chip design processes. Link

OpenAI and Novo Nordisk Team Up to Enhance Drug Discovery: OpenAI has formed a partnership with Novo Nordisk to accelerate the processes involved in drug discovery and delivery. This collaboration aims to leverage AI technologies to improve healthcare solutions. Link

OpenAI's Internal Memo Acknowledges Heightened Competition with Anthropic: In a recent internal memo, an OpenAI executive noted that the current market landscape for AI is the most competitive it has ever been, directly referencing the intensifying rivalry with Anthropic. Link

AI Agents Challenge Traditional Platform Economics: Digital platforms are facing significant risks as AI agents increasingly assume decision-making roles. This shift leads to 'zero-click commerce', compromising advertising revenues for major companies like Google, Meta, and Amazon. Link

Exploring Muse Spark: Meta's New Multimodal AI Model: Meta has released Muse Spark, its proprietary multimodal AI model developed by the Meta Superintelligence Lab, promising quality results across diverse applications. Link

Apple AI Shake-Up: John Giannandrea Exits Amidst Siri Delays: In a significant development, John Giannandrea, a key figure in Apple's AI strategy, has exited the company following delays with Siri. This change signals a potential reset in Apple's approach to intelligence and artificial intelligence. Link

Google Integrates Gemini AI Features into Gmail for Over 2 Billion Users: Google is introducing a significant update to Gmail, incorporating AI tools designed to enhance user experience for more than two billion users worldwide. Link