If you ask consumers whether they trust their bank or health insurer, the answer is often lukewarm at best. Traditional financial institutions are seen as opaque, distant, and in the worst cases, extractive. But that narrative misses a subtler, more hopeful trend: the very technologies customers once feared as “creepy” are now opening a path toward rebuilding trust, not by hiding behind compliance and branding, but by providing real, personal value that people experience every day.

In this episode, Peter Jackson, a partner at IDEO and former Assistant Director at the Consumer Financial Protection Bureau, tells a story about the opportunities AI presents in rebuilding trust in today's financial institutions.

Read along with the full story: https://www.ideo.com/journal/rebuilding-trust-with-ai

Related Resources:

Peter Jackson on LinkedIn: https://www.linkedin.com/in/thepeterjackson/

Peter Jackson at IDEO: https://www.ideo.com/leaders/peter-jackson

Connecting the underserved to the digital economy, for the Gates Foundation: https://www.ideo.com/case-study/gates-foundation

Make the invisible honest, by Savannah Kunovsky and Mark del Lima: https://www.ideo.com/journal/make-the-invisible-honest

In This Episode

(00:00) The potential to rewrite our skepticism of digital products

(02:08) The myth of the “creepy algorithm”

(03:05) When AI becomes a bridge, not a barrier

(05:09) The unleveraged assets: contextual data and human intent

(07:24) Why incumbents have a strategic advantage

(08:04) A new contract between people and financial institutions

__________

Explore more stories at http://ideo.com/thinking. Subscribe to IDEO’s weekly newsletter for curated perspectives on design, business, and innovation: http://ideo.com/subscribe.

Hosted on Acast. See acast.com/privacy for more information.