Signal Organisations hearing customer AI concerns deliver more customer value

Summary

IBM reports a counterintuitive result: organisations whose customers have raised safety and security worries about AI initiatives are more likely to generate greater customer value from AI. IBM's explanation is that these firms are listening to criticism instead of shutting it out. The most successful organisations are open about how they use customer data and actively recruit enthusiastic customers into early trials. Engaged customers share more data and champion the products, creating a virtuous cycle that rivals struggle to copy. The signal suggests that customer concern, when heard, can become an input to better AI rather than an obstacle.