AI dismantles traditional information asymmetries. Historically, consumers relied on brands and institutional proxies because verification was costly. Now, consumer-facing AI instantly verifies corporate claims, rendering business models dependent on customer ignorance obsolete. Simultaneously, AI compresses the skills gap, elevating low-skilled labour while making human judgement and genuine trust the sole uncommoditised professional moats. Now there is a new risk: institutions harvesting cognitive traces (customer prompts) to exploit intent, necessitating robust consumer protection. The boards of financial firms need to undertake far-reaching reviews of their sources of profit.
Juneja, Maninder Singh. 2026. "Trust in the Era of the AI-Informed Customer." The Leap Blog, June 7, 2026. https://blog.theleapjournal.org/2026/06/trust-in-era-of-ai-informed-customer.html
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