---
title: "AI improves efficiency but erodes loyalty as per 2026 Customer Expectations Report from Gladly. Customers expect AI support."
type: "News"
locale: "en"
url: "https://longbridge.com/en/news/274218927.md"
description: "The 2026 Customer Expectations Report from Gladly reveals a growing reliance on AI for customer support, with consumers favoring AI as their first point of contact due to its efficiency. However, the report highlights a troubling gap between efficiency and trust, indicating that businesses must focus on fostering trust with customers to address this disparity."
datetime: "2026-01-29T23:09:17.000Z"
locales:
  - [zh-CN](https://longbridge.com/zh-CN/news/274218927.md)
  - [en](https://longbridge.com/en/news/274218927.md)
  - [zh-HK](https://longbridge.com/zh-HK/news/274218927.md)
generator: "portal-rs"
---

# AI improves efficiency but erodes loyalty as per 2026 Customer Expectations Report from Gladly. Customers expect AI support.

The recently released 2026 Customer Expectations Report highlights a significant disparity between efficiency and trust among consumers. The report indicates a noticeable shift in customer expectations, with an increasing reliance on AI for support services. The data suggests that customers now prefer to engage with AI as their initial point of contact, showing a strong inclination towards its effectiveness. However, the report also underscores a concerning trend, revealing a widening gap between efficiency and trust in customer interactions. This growing disparity signifies a pressing need for businesses to prioritize building and maintaining trust with their clientele.

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---
> **Disclaimer: This article is for reference only and does not constitute any investment advice.**