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

Candidate for OH, 7th Congressional District

When times get tough, working people need to stand up! My name is Brian Poindexter. I'm a union ironworker with Local 17 in Cleveland and our local's apprenticeship instructor, a former labor organizer and a councilman in Brook Park. I'm exploring a run for Congress because workers and working families deserve a seat at the table.

The Democratic National Committee’s Local Listeners program is built around a simple idea: Democrats are stronger when they listen first. The program trains volunteers and organizers to have real, relationship-based conversations—especially in communities that often feel ignored—so local concerns, not assumptions, shape messaging and outreach. Instead of leading with talking points, Local Listeners creates a feedback loop that helps campaigns stay grounded in what voters actually care about.