Building Trust and Connection in the Age of AI: Community Roundtable with Gradual

# Format: Event Recaps

# Role: Community/DevRel

# Theme: Emerging Tech

# Theme: GTM Strategy & Trends

Exploring how trust, transparency, and authentic connection help communities thrive in an AI-driven world.

October 24, 2025

Joshua Zerkel

As technology keeps moving faster, the role of community in building trust, authenticity, and connection has never been more important. At our October Community Roundtable in San Francisco, we gathered with community builders and cross-functional partners to talk about how these dynamics are changing and what that means for the future of customer relationships.

Trust starts with real voices

A clear theme from our discussion was that in the age of AI, trust matters more than ever. With so many interactions now shaped by algorithms, authentic customer voices have become one of the most powerful ways to build credibility. Participants shared how community spaces help customers hear directly from one another, creating confidence and belonging that traditional marketing can’t match.

Creating spaces that feel owned, not borrowed

Another conversation centered on ownership. Many companies still leave customers to form their own communities “out in the wild.” While those organic spaces can thrive, they often live outside the company’s values and mission. Participants agreed that it’s better when organizations create their own community surface—a place where customers can connect intentionally, while still learning from and engaging with the external groups that grow naturally. Both can exist side by side when nurtured with care.

Transparency builds confidence

As AI becomes part of more community experiences, transparency is key. Members need to understand how their conversations, feedback, and data are being used, especially when those insights inform products or strategy. Being clear about this builds trust and encourages members to keep contributing in meaningful ways.

Seeing the person behind the persona

We also talked about how easy it is for teams to focus on personas instead of people. Personas can be useful for targeting and messaging, but they often miss the nuance of real relationships. Companies that take the time to connect with the person behind the persona see stronger loyalty and more authentic engagement. Communities help make those connections visible and real.

Balancing data with human insight

Finally, we explored how to balance metrics with meaning. Quantitative data like engagement or retention is important, but it doesn’t tell the full story. When combined with qualitative input—like member sentiment, conversations, and stories—companies gain a deeper understanding of what drives connection and impact.

Looking ahead

This month’s roundtable reinforced that community is more than a channel—it’s a way to understand what people truly value. As AI continues to shape the way we work and communicate, community offers the human side of progress, where trust, transparency, and connection can grow together.

▶️ Want to join the next discussion? Explore upcoming Community Roundtables and events at community.gradual.com.

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