Trust and Transparency: Using AI Without Losing Your Customers

Written By Matt Perry

Adopting AI without transparency risks eroding customer trust. Consumers increasingly care about *how* technology is used.

According to Edelman’s Trust Barometer, 61% of people say they trust businesses that are transparent about their use of AI more than those that are not. For SMBs, this means clear communication: letting customers know when chatbots are in play, how their data is being used, and ensuring human support is available when needed.

👉 Actionable step: Don’t hide the AI. Frame it as an enabler of better service, not a replacement for genuine care. Trust is built when customers know both the tech and the people are working for them.

Sources

https://www.edelman.com/trust/2024/trust-barometer

Matt Perry https://www.linkedin.com/in/mattrperry/
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