In the rush to integrate AI into business solutions, it’s easy to focus on what’s possible – and forget what’s actually useful. But even as AI becomes more powerful, the success of AI-first solutions still hinges on a very human factor: trust.
When you’re rolling out AI tools, earning trust is what determines adoption, usage, and subsequent long-term value. Trust doesn’t come from technology alone – it comes from people, process, and communication.
One way to build trust is by opening two-way feedback channels for customers. When customers feel that their input shapes the outcome, they’re far more likely to engage with, trust, and promote the end result.
Transparency is key to building confidence
One of the unique challenges with AI is that it often functions as a “black box” – producing decisions or outputs without full transparency into how it works. This can create a natural skepticism from customers, especially those in sensitive industries.
Being radically transparent about what your AI is doing and, more importantly, what it isn’t doing can help set clear expectations, communicate limitations, and help build credibility, even when the technology itself is still evolving.
At Ideba, we’ve seen the positive impact of including customers through the product development journey, and how showcasing how customer input was used can lead to a stronger end result and quicker adoption. In the fast-evolving world of AI, having a handful of power users ready to provide actionable feedback can make a big difference in how quickly you can adapt your solutions to new market demands, helping you keep up.
AI-first doesn’t mean your heart can’t be in it
AI might be driving innovation, but human experience should still guide it. Designing with empathy, listening with intention, and communicating with honesty are strategic necessities in the age of automation.
Kaila Joynes – Senior Consulting Manager
