Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it? We dig into why trust is becoming the defining customer experience metric as automation spreads across chat, contact centers, and self-service. The data is sobering: many leaders believe customers highly trust their brand, while far fewer consumers agree, and that gap is poised to grow as AI gets embedded into everyday service.

We unpack what’s driving the trust slide, including why customers feel more loyal when real people stay visible in the journey and why authenticity matters more than ever. We talk through a practical approach to AI disclosure: when you can treat AI as an internal assist for human agents, and when transparency is non-negotiable because it could feel like impersonation. We also broaden the lens beyond chatbots to AI avatars and video, where the line between real and synthetic can get blurry fast.

Then we get tactical with three questions you can apply to your CX and 2027 planning. Subscribe, share with your team, and leave a review so more CX leaders can build trust before it turns into a crisis.

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Get more resources -- https://experienceinvestigators.com

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