Balancing personalization, consumer trust, & experience in the age of AI | Transparency in retail AI

Consumers are using AI more than ever but trusting it less. Capgemini's own CRI data reveals a phenomenon called fragile loyalty: with 74% of shoppers willing to switch brands on price alone, the retailers that win will be those that invest in transparency and explainability, not just personalisation. This video explores what it takes to turn AI from a black box into a genuine trust-builder — from clear data explanations to human-validated outputs and why providing consumers with the logic behind AI decisions is the most powerful thing a retailer can do right now. Capgemini brings deep industry expertise to help retail brands make it real. #RetailAI #ConsumerTrust #AITransparency #FutureOfRetail