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"Seventh Edition State of the AI Connected Customer"

Customer trust in AI has dropped from 58% to 42% as businesses enter the agentic era. While 73% of customers feel treated as unique individuals, privacy concerns grow. Transparency, human oversight, and ethical guardrails are key to building AI trust. Read this report to explore evolving customer expectations and trust strategies.

As AI evolves from generating insights to taking actions, businesses face a trust crisis. Customer confidence in ethical AI use has dropped from 58% in 2023 to 42% in 2024, even as demand for personalisation grows.

This research, based on 16,500 global voices, outlines strategies for building trusted AI relationships:

• Transparency, human oversight, and escalation paths are key to AI adoption and trust.
• Business buyers value AI efficiency, but consumers worry about data privacy and decision-making.
• Companies must rebuild trust through fair pricing, quality, and data protection.

Read the full report for strategies to implement trustworthy AI that complements human judgement.

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