Consumer trust in companies’ responsible use of AI remains mixed. Smart Communications’ 2026 Customer Experience Benchmark found that 44% of consumers trust companies to use AI responsibly in ways that benefit them, while 24% disagree. Trust is considerably higher among Gen Z and Millennials, at 56% and 57% respectively, compared with 39% of Gen X and 30% of Baby Boomers. This generational gap suggests companies must demonstrate how AI benefits customers while providing the transparency, governance and control needed to build broader confidence.
Explore the 2026 Customer Experience Benchmark Research.
