CX leaders will trust AI advisors that show their work in 2027
In 2027 and beyond, customer experience leaders are expected to trust AI advisors that show how they reached a recommendation.
What's happening
According to Customer Experience Magazine, Kieran Devlin says customer experience leaders will trust AI advisors that show the logic behind their conclusions in 2027 and beyond. Gartner data shows that 45% of B2B buyers use generative AI in their purchasing process. In the same study, 51% of buyers say they are more likely to encounter misleading information from generative AI.
Whose desk it lands on
The executive responsible for customer experience. What process should they set up to check the basis for the recommendations AI advisors make?
Our view
The CX Brief's interpretation, not a claim made by the source.
The spread of AI tools puts decision-makers' trust in these systems' outputs directly to the test. As the use of generative AI in sales processes grows, the need for verification is becoming clearer. Companies have to build systems that back up their trust in platform providers with transparent explanations.
