Trust Is the Currency of the AI Era

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Recorded22 Jan 2026

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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.

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