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88% resolved. 22% stayed loyal. What went wrong?

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.

Infrastructure Threats
AWS Bahrain region "disrupted" by drone activity as war in Middle East continues to impact data centers

Regional tensions are moving from the ground into the digital sky.

A major cloud hub in Bahrain just faced a second service breaks this month.

The cause was drone activity near the data center.

While the company has not said if a drone hit the building directly, the impact was enough to stop normal work.

Safety of people on the ground is the main goal right now as teams work with local leaders.

Moving to new regions

The company is helping users move their digital tools to other parts of the world.

If you have data in this area, you should use your backup plans now.

Sending traffic to the US or Europe can keep your services running while the local site recovers.

Physical risks to servers

This event shows that even the cloud has physical parts that can be hurt by war.

Earlier strikes this month caused fire and water damage at sites in the Middle East.

Repairs for these issues often take a long time because the buildings themselves need work.

Keep your critical data in multiple global locations to stay safe from local physical threats.

Agentic Apps
Oracle introduces "agentic cloud apps" into enterprise workflows

Using AI for work can be great until the tools stop working when you need them most.

A top AI assistant named Claude has been having many problems lately, making it hard for people to get their jobs done.

These issues happened many times throughout March, leaving users staring at error screens instead of getting answers.

Growing Pains and Heavy Use

The company behind the tool, Anthropic, saw a huge jump in the number of people trying to use it.

Many people moved away from other popular AI tools to try this one, which caused the systems to slow down or crash completely.

It became so popular that it reached the top of the app store charts, but the servers could not keep up with the crowd.

Even people who pay for the service found they could not log in or lost their chat history for a while.

The Risk of Relying on One Tool

When a tool like this fails, it is not just a small bug for a business.

It stops engineers from writing code and keeps support teams from helping their customers.

This has taught many leaders that they should not put all their trust in just one AI provider.

Smart teams are now looking for ways to have a backup plan so their work does not stop when one system goes down.

Companies must now focus more on making sure their AI is always ready to work rather than just how smart it is.

📺️ Podcast
Will the Cloud Move to Space?

The cloud is heading to the stars, but it is not a simple trip. Companies are already testing data centers in orbit and on the moon to create ultimate backup sites that stay safe from Earth’s weather and physical reach. These space nodes use solar power that is always available, helping solve the power shortage many AI projects face on the ground today.

The Heat and Speed Problem

Space brings tough engineering challenges, specifically with cooling and speed. Since there is no air, getting rid of the heat from powerful chips is much harder than it is on Earth. Users also have to deal with lag, as data takes time to travel thousands of miles into orbit. This makes space better for big AI tasks that do not need an instant response rather than apps that need to be fast.

Cost and Fix-it Risks

The biggest hurdle is the price tag, which is currently 100 to 400 times higher than building on the ground. If a server breaks in space, you cannot simply drive over and fix it, making every hardware failure a major problem. While launch costs are dropping, space-based clouds will likely remain a specialized tool for high-security needs until the technology becomes much cheaper.

Data centers in space offer unique power and security benefits but face massive hurdles in cost, cooling, and maintenance.

Sustainable AI
Openreach Taps Google Cloud AI to Accelerate High-Speed Internet Access and Cut Carbon

Speeding up the internet is getting a big boost from smart software.

Openreach is the company that looks after the wires and cables for the UK internet.

They are teaming up with Google Cloud to use artificial intelligence to plan their work better.

This means they can bring fast fiber internet to more homes and businesses in less time.

Better Planning and Less Waste

Using these smart tools helps the company figure out exactly where to dig and lay new cables.

By planning better, they do not have to drive as much or use as many big machines.

This helps the environment because it cuts down on carbon and waste.

Engineers can now see the best way to finish a job before they even leave their office.

Connecting the Whole Country

The goal is to reach twenty-five million homes with very fast internet by the end of 2026.

Small towns and rural areas will get better service just like the big cities.

The technology also helps find and fix faults in the network much faster than before.

Smart technology is making it easier and cleaner to build the next generation of high-speed internet.

Cloud Onboarding
TGS taps Tape Ark to migrate around 40 petabytes of data to the cloud

Important information from the past is moving to the modern cloud.

A global company named TGS is moving forty petabytes of data from old tapes to the internet.

They are working with a specialist firm called Tape Ark to handle this massive task.

The project is one of the largest moves of its kind in the energy business.

Unlocking Hidden Secrets

Most of this data was stuck on physical tapes that were hard to read and search.

By moving it to the cloud, the company can use smart computers to look for new energy sources.

This helps them find things they might have missed when the data was just sitting on a shelf.

Teams can now work together from anywhere in the world using the same set of files.

Faster Results for Customers

Storing everything in one digital place makes it much quicker to give information to clients.

The move also cuts down the time it takes to process complex maps of the earth.

New digital formats will make the data ready to use with the latest AI tools right away.

Moving massive amounts of old data to the cloud helps energy companies make faster and better decisions.

Green Computing
Hive launches AI cloud platform in Asunción, Paraguay

South America is becoming a new home for high-power computing.

Hive Digital Technologies has officially started its first AI cloud platform in Asunción, Paraguay.

The new site uses strong chips to help researchers and companies build smart software models.

This move turns an area known for digital money into a major hub for the next wave of tech.

Powered by Clean Energy

The platform runs on electricity from a massive dam that makes power from water.

Using this green energy keeps costs low and is better for the planet than using coal or gas.

A team from a famous university in New York is already using these servers to train large models from far away.

This shows that distance does not stop big computers from working together across the world.

Growing for the Future

The company plans to add even more power and space over the next few years.

By 2027, they want to have a much larger network of these smart data centers across the region.

This helps local schools and businesses get the tools they need to grow their own digital ideas.

Paraguay is using its clean water power to attract global leaders in artificial intelligence and high-speed computing.

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