# Earning and Sustaining Trust in the Age of AI The importance of trust in AI strategies for business leaders - **Source:** [McKinsey Insights](https://www.mckinsey.com/insights) - **Published:** 2026-08-20 - **Topic:** [Leadership](https://brifing.si/c/leadership) - **Original article:** - **On Brifing:** https://brifing.si/s/bb764e41-3092-4bb7-9638-16f2eb209cde ## The Strategic Importance of AI Invesco CEO Andrew Schlossberg emphasizes that AI should be part of a firm’s strategy, not on the sidelines. Integrating AI into business processes can provide companies with a competitive edge. Schlossberg highlights that the correct use of AI is critical for long-term success. ## The Role of Trust Schlossberg states that trust is a fundamental element in business and once lost, it is hard to regain. Transparency and accountability in the use of AI technologies are crucial for building trust. The trust of customers and employees in AI systems directly impacts a company’s success. ## Ethical Use of AI The ethical use of AI plays a key role in building trust. Schlossberg notes that AI systems must be fair and unbiased. Ignoring ethical principles can damage a company’s reputation. Therefore, adopting ethical standards in AI projects is vital for long-term trust. ## AI in Customer Relations AI has the potential to transform customer relations. Schlossberg highlights that AI is an important tool for personalizing customer experiences and improving service quality. However, the security and privacy of customer data are critical for the successful implementation of this technology. ## Employee Adaptation to AI The integration of AI into business processes requires employee adaptation. Schlossberg emphasizes the importance of providing training and support for employees to embrace and use AI technologies. This adaptation process enables companies to fully leverage the opportunities AI offers. ## AI and Competitive Advantage AI can provide companies with a competitive advantage. Schlossberg notes that AI is an important tool for increasing operational efficiency and developing innovative products. However, achieving this advantage requires strategic use and continuous development of AI. ## The Future of AI The future of AI technologies holds the potential to transform the business world. Schlossberg predicts that AI will continue to evolve, further optimizing companies' decision-making processes and operations. These developments can enable companies to grow more quickly and effectively. ## Trust and Success Trust is the cornerstone of a company’s success. Schlossberg states that the correct and ethical use of AI will help companies gain the trust of customers and employees. This trust is critical for the long-term success of companies. ## Sources covering this story - https://www.mckinsey.com/industries/financial-services/our-insights/earning-and-sustaining-trust-in-the-age-of-ai — --- _Summary written by Brifing from the original reporting. Copyright in the original article belongs to its publisher; read the full piece at the link above._