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

March 11, 1981, the Veterans Committee elects slugger Johnny Mize to the Hall of Fame. Mize won four National League home run titles, a batting title and three RBI crowns. He was revered by fans in St. Louis and New York, where he ended his career by playing on five World Series champions in his last seasons as a Yankee. In the 1952 Fall Classic against the Dodgers he belted homer in games three, four and five, batting .400 with six RBI winning the World Series MVP (PS - you can listen to all 7 games). Like many others from his era Mize lost 3 years to WWII service. When he retires, 359 homeruns were 6th all time.

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