Show Notes:

Angelina and Martin explore the evolving landscape of AI trust in CX. They break down how European regulations, consumer confusion, and pop culture examples — such as virtual influencers and AI-generated bands — highlight challenges around transparency and authenticity. They also discuss how organizations can build trust in AI-powered experiences by focusing on empathy, transparency, and risk assessments. We discuss:

  • The essential role of empathy for building trust in AI-powered customer experiences, regardless of market or use case
  • How transparency and explainability help bridge the gap between consumer expectations and understanding of AI
  • Examples of how successful organizations listen, care, and act when using AI to support human decisions, provide clear explanations, and enable fast and fair outcomes

Resources:

410: Practitioner Stories: Zurich Insurance Transforms CX With AI – Forrester

The UK Government Is Ready To Embrace AI, But Without Trust, It Risks Disaster

Consumers Are Using AI — But They Still Don’t Trust It

Forrester Reveals State Of Global Business Buyer Trust