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The AI your stack deployed is losing customers.

You shipped it. It works. Tickets are resolving. So why are customers leaving?

Gladly's 2026 Customer Expectations Report uncovered a gap that most CIOs don't see until it's too late: 88% of customers get their issues resolved through AI — but only 22% prefer that company afterward. Resolution without loyalty is just churn on a delay.

The difference isn't the model. It's the architecture. How AI is integrated into the customer journey, what it hands off and when, and whether the system is designed to build relationships or just close tickets.

Download the report to see what consumers actually expect from AI-powered service — and what the data says about the platforms getting it right.

If you're responsible for the infrastructure, you're responsible for the outcome.

Get the data

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