AUTHOR NAME

Isabelle Zdatny

As Head of Thought Leadership at Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals navigate the complex and evolving XM landscape, enabling them to perform their jobs with greater confidence and success.

CX

Customers Trust You, Not Your AI. Here’s Why.

Isabelle Zdatny - October 6, 2025

Qualtrics 2026 report finds AI, personalization, and privacy gaps erode trust, showing CX improvements alone aren’t enough to retain customers.

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