Free Lesson
Human By Design: Using AI Without Breaking Trust
60 min
Mar 4, 2026 12:00 PM
Virtual (Zoom)
In this video
What you'll learn
Task vs relationship automation
Learn which work AI should handle and where automation damages trust instead of improving experience.
Where care signals live
Understand where customers interpret effort, respect, and presence and how AI can unintentionally erase them.
Why speed can erode trust
See how over-optimization, instant replies, and silence create distance even when outcomes look better.
Moments that must stay human
Identify the CX, support, and community moments where AI should never replace human judgment.
Design AI as support, not replacement
Use AI to strengthen teams and systems without letting it become the face of the relationship.
Why this topic matters
AI is being added to customer experiences without clear guardrails. When automation replaces care, trust erodes quietly before metrics change.
This topic matters because loyalty is built through human signals. Teams need to know where AI helps and where it harms so efficiency doesn’t come at the cost of relationships.
You'll learn from
Christina Garnett
Chief Customer Officer and Author of Transforming Customer-Brand Relationships
Have Worked With
