AI has been a game-changer for marketers, but it seems that consumers are not as thrilled about it. A recent review of nine reports on AI and marketing reveals a significant gap between marketers and consumers when it comes to trust, authenticity, and overall acceptance of AI in the marketing landscape.
Trust is a major issue when it comes to consumers and AI. While organizations are embracing AI technologies like genAI and agentic AI, consumers are skeptical about the role of AI in safeguarding their digital privacy. Reports like Capgemini’s “Unleashing the Value of Customer Service” and Ascend2’s “The Evolution of AI in Marketing 2025” show that marketers have high levels of trust in AI-driven insights. However, the ARF’s “Consumer Trust and Privacy Concerns in 2024” and Omnisend’s “AI in Ecommerce: Trust, Privacy, and Consumer Perspectives” indicate that consumers have concerns about how AI handles their data and interactions, leading to abandoned purchases and doubts about accuracy.
Interestingly, consumers are not completely opposed to AI interactions. According to Five9’s “2025 Customer Experience Report,” 72% of consumers are open to AI-powered interactions as long as they can escalate to a human when needed. Despite this willingness to engage with AI, trust remains a significant factor, with older generations being particularly wary of negative chatbot experiences.
Another point of contention between marketers and consumers is the question of authenticity. SurveyMonkey’s “State of Marketing 2025” reveals that a significant portion of consumers dislike companies that use AI to generate content, leading to a decrease in likelihood of purchasing from such companies.
While consumers may have reservations about AI, business buyers seem to be more positive about its impact. Business buyers find AI helpful in product research, making them more open to AI interactions early in the purchasing process. This highlights the need for marketers to understand the different preferences and expectations of consumer and business buyers when implementing AI technologies.
To bridge the gap between marketers’ enthusiasm for AI and consumer skepticism, transparency, data security, easy access to human support, and respect for consumer preferences in interactions are essential. By addressing these concerns, businesses can successfully integrate AI into their marketing strategies while maintaining customer confidence and trust.