January 29, 2026

2026 Customer Expectations Report

88% of customers get their issue resolved by AI. Only 22% prefer the company after. New research reveals what's happening in the gap between resolved and loyal.

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A woman with curly hair smiles at her phone, surrounded by text reading "AI works. Loyalty is where it breaks." The tone is optimistic and engaging.
Smiling woman in a cozy orange sweater using a smartphone while relaxing. A laptop is nearby, with a vibrant plant in the background. Bright, cheerful mood.

When AI loses customers you already won

Most customers now start with AI, and in many cases it works. But poor experiences erode trust, even when issues get fixed. Based on a national study of 1,000 U.S. consumers, this research shows when AI strengthens relationships and when it destroys them.

See how AI shapes loyalty, escalation, and customer behavior in 2026

Middle-aged man with grey hair and a beard smiling at a smartphone. He's relaxed on a sofa, wearing a green shirt. The room is bright with a plant in the background.

6 levels of AI maturity to uplevel your CX

See how AI advances from basic bots to smart, discerning intelligence.

Published: July 16, 2025
Updated: August 5, 2025
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Cover of a guide titled 'The Complete AI CX Platform Comparison Guide' by Gladly. A small group in discussion is pictured near a laptop, suggesting collaboration. Below, a matrix compares AI CX platforms, indicating performance categories.

CX AI platform comparison matrix

Make an informed CX AI platform decision with our comprehensive side-by-side comparison of leading solutions and their key capabilities.

Published: September 19, 2025
Updated: December 23, 2025
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Woman in glasses and white jacket works on a laptop at a stylish home office. Sunlight softly illuminates the space, creating a calm and focused atmosphere.

3 CX AI trends for 2026

Learn what actually matters (and what doesn’t) in AI for CX. Insights from Constellation Research + Gladly, with real next steps.

Published: September 15, 2025
Updated: October 29, 2025
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