AI is the biggest technological disruptor in history. As we look ahead, one thing is clear: sooner or later, everything will be automated. The biggest differentiating factor between businesses shall be their values, ethics, and thus entailed practices.
86% of Americans rank data privacy as a top concern, and 40% say they don't trust brands to manage their data ethically (Forbes, 2025). In this climate, C-suite leaders face a defining challenge: balancing the promise of AI innovation with the growing demand for transparency. Trust is no longer a soft metric—it’s the engine of growth, brand equity, and regulatory survival.
A recent global study by the University of Melbourne and KPMG revealed some thought-provoking insights on artificial intelligence (AI). While 66% of people reported regular use of AI, and 83% believed in its benefits, only 46% felt they could trust AI systems.
A McKinsey study found that while 77 percent of customer service leaders say their companies have developed digital platforms, only 20 percent of their digital contacts are done unassisted—even as contact center volume continues to grow. That’s a clear indication of the tremendous opportunity to leverage evolving technologies to drive higher return on investment (ROI) at the contact center, especially at a time of agent staff shortages.
