Data study ·
User trust is a barrier to integrating AI into the customer experience
Original title, in Spanish: “La confianza del usuario es una barrera para integrar la IA en la experiencia de cliente”
- Publication
- HayCanal (Spain)
- Author
- Unsigned
- Published on
- 14 September 2026 · read in the page metadata
Summary
According to Infobip's Customer Experience (CX) Maturity Report 2026, 76% of European brands cite low user trust as the main barrier to deploying AI in customer experience, compared with only 36% who mention technical integration difficulties. European companies have a solid data foundation: 50% use customer data platforms (CDPs) and 55% centralise their customer data. Even so, chatbot adoption stands at 45% and agentic AI adoption at 44%, compared with 53% globally. 74% of European companies are also concerned about data privacy. Álvaro Ansaldo, Country Manager at Infobip Iberia, believes the challenge lies in turning regulatory compliance into a competitive advantage in order to deploy responsible AI.
Summary based on the full text of the article.
Read the article on HayCanal →Figures cited
-
76 %
Share of European brands citing user trust as a barrier to AI deployment
European brands, Customer Experience (CX) Maturity Report 2026
« El 76% de las marcas señala la confianza del usuario como una barrera para su despliegue »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
-
36 %
Share of European brands citing technical difficulties in integrating AI
European brands, CX Maturity Report 2026
« solo el 36% apunta a dificultades para integrar la IA en sus sistemas »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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50 %
Adoption of customer data platforms (CDPs) in Europe
European companies, CX Maturity Report 2026
« La adopción de plataformas de datos de cliente (CDP) alcanza el 50% »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
-
55 %
Share of European brands centralising their customer data
European brands, CX Maturity Report 2026
« el 55% de las marcas europeas ya centraliza sus datos de cliente »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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45 %
Chatbot adoption in Europe
European companies, CX Maturity Report 2026
« la adopción de chatbots se sitúa en el 45% »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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44 %
Agentic AI adoption in Europe
European companies, CX Maturity Report 2026
« solo el 44% utiliza IA agéntica, frente al 53% registrado a escala global »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
-
53 %
Agentic AI adoption worldwide
Global average, CX Maturity Report 2026
« frente al 53% registrado a escala global »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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74 %
Share of European companies concerned about data privacy
European companies, CX Maturity Report 2026
« el 74% de las empresas europeas muestra preocupación por la privacidad de los datos »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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56 %
Adoption of hybrid AI in Europe
European companies, CX Maturity Report 2026
« la IA híbrida es utilizada por el 56% de las compañías europeas, cinco puntos menos que la media global »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
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44 %
Share of European tools ready for API connection
European companies, CX Maturity Report 2026
« El porcentaje de empresas europeas cuyas herramientas están preparadas para conectarse mediante API se sitúa en el 44%, frente al 50% global »
Source: Customer Experience (CX) Maturity Report 2026 de Infobip
Classification
- Country
- Worldwide scope
- Company size
- All sizes
- Industries
- All industries, or industry not specified
- Companies
- Infobip (study author)
- Keywords
- customer experience, user trust, agentic ai, chatbots, customer data, privacy
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 HayCanal. Entry translated from French by Claude Sonnet 5.5.