Braze Report Reveals AI Trust Gap as Consumer Skepticism Grows
Event summary
- Braze's 2026 Global Customer Engagement Review highlights a 'Trust Gap' between marketers and consumers on AI capabilities.
- 93% of marketing leaders believe AI helps understand customer needs, but only 53% of consumers agree.
- AI agent adoption is expected to double by the end of 2026, with Gen Z leading the transition.
- 43% of consumers would stop engaging with a brand if their personal data were misused.
The big picture
Braze's report underscores a critical shift in the competitive landscape where AI is moving from back-office efficiency to front-line customer interface. The widening 'Trust Gap' signals that brands prioritizing real-time context and human-centric value will outpace competitors. This trend highlights the need for marketers to approach AI as an ecosystem rather than a standalone tool, integrating predictive analytics and reinforcement learning to deliver meaningful experiences.
What we're watching
- Trust Dynamics
- How brands will bridge the AI trust gap to maintain consumer loyalty.
- AI Agent Growth
- The pace at which AI agent adoption will reshape customer-brand interactions.
- Data Privacy Risks
- Whether brands can mitigate data misuse concerns to prevent consumer disengagement.
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