---
title: "User trust is a barrier to integrating AI into the customer experience — Marsanne Studio AI watch"
description: "76% of European brands see user trust, more than technology, as the main barrier to AI in customer experience."
url: "https://marsanne.studio/en/ai-watch/user-trust-is-a-barrier-to-integrating-ai-into-the-customer-0d4ed0/"
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 · 14 September 2026

# 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 →](https://haycanal.com/noticias/23479/la-confianza-del-usuario-es-una-barrera-para-integrar-la-ia-en-la-experiencia-de-cliente)

## 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
    
-   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
    
-   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
    
-   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
    
-   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
    
-   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
    
-   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.