Forrester Finds 72% Of Consumers Doubt Companies Use AI Responsibly

The Common Question

How does AI distrust actually affect customer retention and revenue?

The Lesson in This Case

Seventy-two percent of consumers already doubt that companies will use AI responsibly – and that skepticism is now a direct threat to customer retention and revenue, not just a reputational footnote. Forrester's research points to a clear driver: organizations that make responsible AI visible inside the customer experience, through explicit accountability structures, human oversight, and transparent data practices, outperform those that confine governance to internal policy documents. If you are allocating AI budget right now, the question worth asking is not whether your systems are responsible, but whether your customers can actually see that they are.

Originally reported by Forrester Research Blogs. Read the full story here.