AI is exposing a trust problem in SaaS - with Catherine Dowden-King

Everyone is talking about AI as the next growth engine in SaaS. But AI is also exposing something much more uncomfortable: a growing trust problem between vendors and customers. In this episode of Breakthrough SaaS Growth with The Jasons, we’re joined by Catherine Dowden-King, a community creator working with senior data, analytics, digital and AI leaders. Catherine helps leaders become more visible, credible and connected through honest conversation, community and clearer communication around data and AI. We explore why trust is no longer a soft concept in SaaS. It now directly affects adoption, retention, renewal, expansion and growth. Customers are being asked to trust more claims, more data, more automation and more AI-driven decisions they cannot always see or explain. That makes clarity, credibility and value proof more important than ever. This is not a conversation about AI features. It is about what happens when customers stop believing you. In this episode, we discuss: why AI is exposing trust gaps that already existed in SaaShow vague AI messaging damages customer confidencewhy buyers often trust people and peer communities more than brandswhere sales, product and customer success unintentionally erode trustwhy transparency around data and AI mattershow trust affects adoption, renewal and expansionwhat SaaS leaders should do differently in an AI-first market