Trust and transparency in AI-driven CX

A practical guide for customer experience leaders

AI is transforming customer experience, but trust remains the cornerstone of lasting loyalty. While 70% of CX leaders recognize AI as a business imperative, less than half of people globally are willing to trust AI systems. This growing gap between capability and comfort makes transparency, ethics, and human connection more critical than ever.

This eBook explores how CX leaders can harness the power of AI responsibly, creating experiences that are transparent, ethical, and human-guided. You’ll learn how to avoid common trust breakers, design trustworthy AI systems, and balance automation with empathy.

• Why trust is essential for AI adoption in CX
• Common mistakes that erode customer trust
• Step-by-step tactics to build transparency and ethical AI
• How human-guided AI builds lasting confidence
• Real-word examples and next steps

Featuring real-world stories from organizations like NatWest and Memorial Sloan Kettering, this guide offers actionable strategies to build confidence, protect your brand, and strengthen customer relationships in the age of AI.