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MSPs Face New Risk: Customer Loyalty Drops When AI Replaces Human Interactio
The episode reveals a structural shift where “AI powered” has moved from a selling point to a source of liability and customer distrust. Surveys from WordPress VIP, the Pew Research Center, and Carnegie Mellon University indicate that both consumers and professionals increasingly see visible AI in products and services as a negative attribute, eroding trust rather than adding perceived value. This trend impacts MSPs directly, as their role in advising clients on technology adoption now brings increased accountability for customer experience outcomes tied to AI-driven automation.
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