AI in CX: Measuring Trust

Mitisha Paleja
Oct 11, 2025
1 min read

If you’re not measuring trust, you’re guessing.

AI in CX can boost efficiency - but if it chips away at trust, you’ll feel it in churn, complaints, and lost advocacy. The smart move? Track trust as seriously as you track conversion.

Signals to watch:

NPS or CSAT changes after AI rollout
Escalation rates to human agents
Drop-off or abandonment rates

Going deeper:

Be transparent - tell customers whether they're interacting with a human or AI assistant.
Gather agent sentiment on AI quality and reliability.

Make it actionable:

Link trust metrics to CX and product roadmaps
Adjust scripts, flows and training based on trust signals

Trust is a performance metric. Measure it, manage it, grow it.

Orignally posted to LinkedIn via CXO2.

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