Trust has become one of the biggest challenges facing contact centers. From spam calls and AI-generated interactions to evolving regulation and changing customer expectations, organisations are having to rethink how they deliver customer experience.

In this episode of Cavell Cloud Conversations, Finbarr Begley is joined by Ben Booth (MaxContact) and Barry Tuffs (Chorus CX) to discuss how AI is reshaping customer service, why trust matters more than ever, and what businesses need to do to balance innovation with transparency and compliance.

The conversation explores consumer attitudes towards AI, the role of regulation, the importance of measuring customer outcomes, and why successful AI adoption is about improving processes rather than simply deploying new technology.

Whether you’re a contact center leader, CX professional, technology provider or channel partner, this episode offers practical insights into the future of AI-powered customer experience.