Bridging the trust gap in the age of AI

AI has officially gone mainstream. But as adoption accelerates, trust is eroding.

Consumers are using AI more than ever before — yet they are increasingly anxious about phishing, deepfakes, impersonation, and how organizations manage their identity data. Many now describe what feels like a “trust nothing” era, where every message, login, and brand interaction is questioned.

To better understand this shift, Ping Identity commissioned a global survey of 10,500 consumers across 11 countries. The results reveal a widening gap between innovation and confidence — and a clear mandate for organizations to rethink how identity protection is delivered.

What the research reveals

• A crisis of confidence in identity protection – Only 17% of consumers report full trust in organizations managing their identity data, while 27% say they have little to no trust.
• Global brands face heightened skepticism – Just 14% of respondents trust global enterprises with their identity data, compared to 20% who trust regional or local brands.
• AI is reshaping threat perception – 39% cite AI-driven phishing as their top fraud concern, followed closely by impersonation, voice cloning, and targeted deepfakes.
• Security anxiety is accelerating – 75% of consumers say they are more concerned about personal data security than they were five years ago.
• Biometric authentication increases trust – Biometric authentication ranks among the top features most likely to increase trust when engaging with brands online.
• Consumers expect regulation and accountability – 73% believe government regulation of AI is important to protect identity data — signaling rising expectations for both public and private sector safeguards.

Understanding consumer anxiety is only the first step. The next is implementing identity solutions that close the trust gap.

Download this 2025 consumer survey report today to gain the strategic insight you need to understand evolving trust expectations and discover how organizations can strengthen identity protection in the age of AI while rebuilding consumer confidence.

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