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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.
1️⃣ CTA Buttons No Longer Appear on Organic Posts after ad boost
Meta quietly changed how CTA buttons work on promoted posts. When you add a CTA in Ads Manager (Shop Now, Learn More, etc.), the button now appears only in the ad — not on the original organic post.
Source: Bram Van Der Hallen
My take: Great update.This keeps your organic feed clean. No random CTA buttons and no hard-sell posts cluttering your page timeline.
Ads stay ads. Organic stays organic.
2️⃣ $1.5M Ad Account Suspended for Using AI
A large advertiser reported their $1.5M-spend ad account getting permanently suspended after using Claude AI to interact with their Meta Ads account.
Source: @zuckpayer
My take: Looks like Meta is drawing a line. You can use AI — but they clearly prefer you using their AI tools inside the platform. Right now that mainly means Meta AI / Manus, which honestly are still pretty weak.
3️⃣ Meta Clarifies Link Click Attribution
Meta released documentation explaining how link clicks are counted and attributed across placements and reporting windows.
The clarification explains why link click numbers sometimes differ across reports and how attribution is applied.
Source: Facebook
My take: This clarification was long overdue. Advertisers constantly misread link click data because attribution rules weren’t clearly explained.
Better clarity → more accurate reporting → better decisions.
4️⃣ New Digital Services Taxes Applied to Meta Ads in Europe
Meta confirmed that Digital Services Taxes (DST) in some European countries will now be applied to advertising invoices.
That means advertisers in those regions may see additional tax charges on their Meta ad spend.
Source: Facebook FacebokFace
My take: As a European, this isn’t surprising. The EU taxes anything that moves — and now Meta advertisers too. For advertisers it simply means higher effective ad costs in affected countries.
5️⃣ Prompting Meta AI for Audience Suggestions
Meta is testing a feature that allows advertisers to prompt Meta AI for audience suggestions when building campaigns. The AI proposes potential targeting inputs based on campaign goals.
Source: Bramd vaassdfBram Van Der Hallen
My take: This hasn’t appeared in any of my accounts yet. But I’m not convinced it’s necessary. Detailed targeting is already mostly a suggestion, not strict targeting anymore. So asking AI for audience ideas sounds nice — but the algorithm will expand beyond them anyway.
That’s it for now.
See you on the 30th of March with the latest Meta Ads News.
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Actionable “how-to’s” for bridging the tax tech gap
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