The Product Trust Gap

Trust is what brings customers back, but most teams still measure success through short-term conversion.
In this talk, Sam Bradley shares lessons on how trust is built, and broken, across marketplaces, payments and personalised products. He explores why transparency, security, reliability, fairness and human connection matter just as much as speed and growth, especially when data does not tell the full customer story.
From checkout timers and reviews to AI summaries, personalisation and customer support, Sam will show where products create confidence, where they quietly erode it, and why the moments when something goes wrong often matter most.