Consumer Trust Framework

A cohesive, layered approach to building consumer confidence in connected automotive experiences

Point Of View

Navigating the complexities of trust in the age of AI

Trust is the foundation of consumers’ relationship with technology, determining whether they embrace innovations or approach them with skepticism. Our propriety Strategic Trust Framework helps automotive OEMs integrate trust-building strategies across all aspects of their operations, ensuring alignment with product capabilities, user expectations, and brand promises.

Set realistic expectations

Avoid overpromising capabilities and communicate clearly and consistently about what AI-driven systems can and cannot do.

Build ethical integrity

Prioritize explainable AI, ethical data practices, and transparent communication to reinforce trustworthiness at every level of the ecosystem.

Ensure consistency

Deliver seamless, reliable, and consistent experiences across all customer interactions—from in-car systems to mobile apps and customer support.

How automotive OEMs can build and manage trust

How automotive OEMs can build and manage trust

As automotive industry trends embrace hyperpersonalization and connected vehicle ecosystems, trust is becoming the cornerstone of customer adoption. Download this ebook to see how a layered...

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An integrated stragegy for trust management

Trust is only sustainable when reinforced consistently across every customer touchpoint, from the way data is handled to the reliability of the product and the transparency of communication. Our framework organizes trust into five key layers, each addressing a critical aspect of trust management.