As AI becomes a visible part of the customer experience, trust is no longer assumed — it’s questioned. In this episode, we explore why trust is emerging as the defining factor in how customers choose brands in an AI-powered world.
Across industries, customers are asking new, more pointed questions:
How is my data being used?
Why was this decision made?
Am I interacting with a person or an algorithm?
Research shows that transparency now matters more than speed or convenience. We break down four practical ways leaders can build trust while using AI:
Explain where AI helps customers — clarity reduces uncertainty.
Give people control — choice builds confidence.
Keep humans present in meaningful moments — empathy creates trust, automation creates efficiency.
Operationalize values — trust is built through consistent actions, not slogans.
AI will continue to accelerate experiences. But trust will determine who customers stay with — and who they leave behind.
