Only 29 percent of consumers globally trust organizations to use AI responsibly. So, what does that mean for CX leaders trying to scale AI without damaging customer relationships?

In this CX Today interview, Nicole Willing speaks with Dr. Ben Granger, Chief Workplace Psychologist at Qualtrics, about why trust has become one of the biggest barriers to enterprise AI adoption.

Granger explains why successful AI transformation depends on more than deploying new tools. It requires leaders to build trust inside the organization first, listen to customers across every channel and make AI systems transparent, explainable, and useful for employees and customers alike.

The discussion explores why consumer sentiment around AI is slipping, how businesses can balance active and passive feedback and why the companies that succeed with AI will be those that treat it as a strategic transformation rather than another technology rollout.

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