Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
Trust Is the Real Currency
9 minutes Posted Sep 4, 2026 at 8:00 am.
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To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not rising. In this episode, Joseph Michelli makes the case that trust is the real currency of the AI era. Drawing on data from Edelman, Cisco, and Salesforce, he shows why transparency — not capability — is the differentiator and offers three disciplines for earning the “trust dividend” when your AI knows everything.