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CapTech Trends Podcast Series

The New Rules of AI Adoption: 2026 Consumer Research

AI adoption is accelerating, but trust still lags behind. CapTech’s latest consumer research reveals that people are increasingly willing to use AI before they fully trust it, driven more by clear value and practical benefits than confidence in the technology itself.

In this episode, CapTech Research Lead, Lea Moon, joins Brian Bischoff to discuss what their 2026 research uncovered about consumer and employee attitudes toward AI. They explore the relationship between trust, value, and adoption, why repeat usage matters more than one-time experimentation, and how organizations can encourage responsible AI adoption through transparency and user control.

Listen in to learn more:

  • Consumers and employees are willing to use AI when they see clear value, even when trust remains low.
  • Repeat usage, not initial adoption, is the strongest indicator that AI is delivering meaningful value.
  • Controls such as opt-out options, human escalation paths, and the ability to correct errors significantly increase AI acceptance.
  • Organizations should focus on solving specific high-value tasks rather than leading with broad AI capabilities.

Read the full research here: https://www.captechconsulting.com/articles/2026-consumer-research-the-new-rules-of-al-adoption

View the transcript

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Featuring

Brian Bischoff

Principal, CTO

Brian leads our business strategy for our practice areas and is a thought leader in digital strategy. He provides an objective perspective through the strategic analysis of current technology trends and designs and builds great experiences for our clients.

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Lea Moon

Sr. Manager, UX Designer, Researcher & Strategist

Lea skillfully balances user expectations with business goals, enhancing both digital and physical interactions to create a seamless omni-channel experience. Her curious and creative approach uncovers powerful insights to define precise opportunities and drive successful implementation.

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