Hi {{Name|Fellow Traveler}},

Happy Tuesday,

If you’re new to the newsletter, welcome. If not, thank you for your continued support.

My Rebuilding Project for Jamaica is now at $470. Thank you for your donations. If you’ve not yet donated, you can donate at https://www.gofundme.com/manage/help-rebuild-jamaican-community-after-hurricane-melissa.

Oh, remember to try Flight Loads at https://flightloads.passrider.com; we’re building momentum.

FEATURED VIDEO

There’s nothing like landing in LaGuardia and seeing this view.

Please leave a comment on the video and let me know your thoughts.

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.

See the data