Trust is declining dramatically, with the Salesforce study revealing that 72% of consumers now trust companies less than they did a year prior, highlighting how vital it is for brands to prioritize trust in their strategies.
The study indicates that bad experiences significantly impact customer loyalty, with over a third of consumers stating they would turn to other brands following poor purchase or service interactions, stressing the importance of consistent experiences across departments.
Generational differences in attitude towards AI are significant, as Gen Z shows receptiveness toward sharing personal information with AI agents, in contrast to significant skepticism from older generations like Boomers and the Silent Generation.
Transparency in the use of AI is crucial; nearly three-quarters of consumers want clarity on whether they are interacting with AI, which can enhance engagement provided brands establish a clear communication path.
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