When AI Breaks Trust in Public: CX Under Pressure

AI is moving fast — but is your brand keeping up in a way that builds trust or quietly erodes it?

In this episode, I sit down with Lisa Martin — former NASA scientist, tech media strategist, iHeartRadio host, and host of CMOs Unscripted — to unpack one of the most pressing questions in business today: How do you use AI in customer-facing environments without sacrificing the trust you've worked so hard to build?

Lisa brings her signature blend of scientific rigor and journalistic clarity to the conversation, and she doesn't hold back.

In this episode, you'll learn:

1. Why most AI initiatives fail to deliver ROI — and what leaders are getting wrong about use case selection
2. How AI is fundamentally changing the trust equation in public, customer-facing channels
3. What "human in the loop" oversight actually looks like in practice
4. The non-negotiable guardrails CMOs should insist on before scaling AI in social and digital channels
5. Why transparency and accountability aren't just compliance checkboxes — they're growth strategies
6. What some big brands are doing right (and why they're still the exception, not the rule)
7. The three metrics leaders should be measuring beyond cost savings and automation rates
8. How to push back internally when AI rollouts feel rushed

Connect with Lisa Martin:

1. X/Instagram: @LisaMartinMedia
2. LinkedIn: https://www.linkedin.com/in/lisamartinmedia/
3. Website: https://www.lisamartinmedia.com/
4. Podcast: CMOs Unscripted (https://podcasts.apple.com/us/podcast/cmos-unscripted/id1817565884)

Interested in More?

1. Download The State of Social Care 2026 Report (https://bsquared.media/the-state-of-social-care-2026)
2. Rate & review the show: RateThisPodcast.com/SMCX