About this episode

Alice Sesay Pope discusses the challenges of trust in generative AI and its implications for leadership and customer relations.

Generative AI trust is becoming one of the biggest leadership challenges in business. In this episode of Beginner’s Guide to AI , Dietmar Fischer speaks with Alice Sesay Pope, author of The Trust Algorithm: How Leaders Build Trust with Generative AI , about why AI success cannot be measured only by speed, automation, or cost reduction. Alice describes a growing “trust recession” where customers are unsure whether brands are acting in their best interest, employees are unsure whether AI will help or replace them, and leaders are under pressure to prove AI ROI before they have built the right strategy, governance, and human oversight. The conversation explores why AI customer service often disappoints, why bad data can mislead both chatbots and human agents, and why companies should not deploy generative AI just to say they are using it. You will also hear why leaders need to think about token costs, risk, guardrails, change management, psychological safety, reskilling, and privacy before scaling AI across the business. This episode is for founders, executives, consultants, marketers, customer experience leaders, and anyone trying to understand how to use generative AI responsibly…

People in this episode

Host: Dietmar Fischer

Guest: Alice Sesay Pope

Topics covered

• trust recession
• generative AI
• leadership challenges
• customer service
• AI ROI
• data quality
• employee reskilling

Keywords

• trust recession
• generative AI
• leadership
• customer service
• AI ROI
• data quality
• employee reskilling
• psychological safety
• privacy

Mentioned in this episode

Books & works: The Trust Algorithm: How Leaders Build Trust with Generative AI

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