The Future of Trust: AI’s Role in Business - Rowland Hirst | 163

Can trust be measured, coached, and improved using AI? In this episode, we sit down with Rowland Hirst, President of Relate Research and Technology Co, to explore how AI-driven technology is revolutionizing the way businesses build trust with clients and partners.

🔹 Why trustworthiness can be objectively measured and how AI acts like a coach for professionals.
🔹 The problem with traditional trust metrics like CSAT and NPS – and why they don’t capture the full picture.
🔹 How AI-driven trust measurement drives business success by improving relationships, sales, and long-term growth.

If you're in sales, leadership, or customer success, this episode will give you a fresh perspective on how technology is reshaping the business world.

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Connect with Rowland:
🔗 LinkedIn
🔗 TrustRelate
🔗 Company LinkedIn
🔗 Forum 360

Chapters

00:00 - Intro
01:13 - AI, Deception, and the Nature of Trust
03:44 - The Role of AI in Measuring Human Behavior
06:09 - Trust as a Business Imperative
07:26 - The Trust Perception Gap
08:20 - The Relationship Between Transparency and Trust
09:12 - The Absence of Trust Data
15:52 - The Role of Technology in Ensuring Fair Measurement
18:09 - The Psychological Comfort of Objective Measurement
20:57 - Overcoming Fear of AI
25:45 - The Limitations of Executive Oversight
28:07 - Measurement of Trustworthiness
33:21 - The Role of Context in Trust-Building Behaviors
36:29 - Ensuring Standardization and Preventing Manipulation
39:36 - Outro

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