BCG: Consumer Trust in AI Set to Grow by 15 Percentage Points by 2030
New BCG research indicates a significant rise in consumer trust towards AI in purchasing journeys, projected to increase by 15 percentage points by 2030. AI is introducing consumers to new brands in over half of its assisted journeys.
Consumer trust in artificial intelligence (AI) is on a clear upward trajectory within purchasing processes, according to new research from Boston Consulting Group (BCG). The study forecasts that consumer trust will grow by approximately 15 percentage points by the year 2030. AI is proving instrumental in brand discovery, introducing consumers to new brands in more than half of all AI-assisted purchase journeys. Furthermore, the research reveals that nearly one-third of consumers now utilize AI at some point during their buying process, a rate that has roughly tripled over the past 18 months. The findings also highlight a shift in purchasing motivations, with value increasingly taking precedence over price alone. Consumers are willing to pay a premium for products and services that offer superior value, a factor that AI can help identify and deliver. BCG's analysis underscores the evolving role of AI in shaping consumer behavior and market dynamics. Businesses aiming for future success must comprehend and leverage AI's potential to enhance customer experiences and foster brand engagement.