---
title: "How trust drives AI adoption in customer experience — Marsanne Studio AI watch"
description: "An Ipsos study shows that customer trust and emotional connection are essential to the successful adoption of AI in customer experience."
url: "https://marsanne.studio/en/ai-watch/how-trust-drives-ai-adoption-in-customer-f50ef8/"
lang: "en"
---

[Marsanne Studio](https://marsanne.studio/en/)

[← Back to home](https://marsanne.studio/en/ai-watch)

[← The AI watch](https://marsanne.studio/en/ai-watch)

Data study · 23 September 2026

# How trust drives AI adoption in customer experience

Original title, in Spanish: “Cómo la confianza impulsa la adopción de la IA en la experiencia del cliente.”

**Publication**

Ipsos (France)

**Authors**

Jean-François Damais, Rollo Grayson

**Published on**

23 September 2026 · read in the page structured data · updated on 1 October 2026

## Summary

According to a new Ipsos study, customer trust and emotional connection are decisive factors in the successful adoption of artificial intelligence in customer experience.

Summary based on the article's title and standfirst, as the text is not accessible.

[Read the article on Ipsos →](https://www.ipsos.com/es-ar/como-la-confianza-impulsa-la-adopcion-de-la-IA-y-la-experiencia-del-cliente)

## Classification

**Country**

Worldwide scope

**Company size**

All sizes

**Industries**

All industries, or industry not specified

**Companies**

Ipsos (study author)

**Keywords**

customer experience, trust, ai adoption, customer relations

Entry written by Marsanne Studio from the cited article, with the help of an AI model (claude-sonnet-5). The rights to the article and its illustrations belong to Ipsos and its authors. Entry translated from French by Claude Sonnet 5.5.