A recent report from the Pew Research Center reveals a significant trust gap between artificial intelligence experts and the general public. While three-quarters of AI experts believe the technology will benefit them, only a quarter of Americans share this sentiment. The survey, which included over 1,000 AI experts and more than 5,000 adults, shows that the public feels anxious and distrustful, with 60 percent stating they have little control over AI’s role in their lives. Additionally, gender disparities are evident, as male experts express more optimism about AI than their female counterparts. Despite the growing use of AI tools among Generation Z, who report a high engagement rate of 79 percent, many feel anxious rather than excited about AI, with only 27 percent expressing hope for its benefits.
And they may very well be right. Shopify’s CEO, Tobias Lütke, has announced a shift in the company’s hiring approach amid the rise of artificial intelligence. Employees will now need to demonstrate why they cannot accomplish their tasks using AI before requesting additional staff or resources. Lütke emphasized the need for employees to integrate AI into their daily work, noting that it has significantly boosted productivity. He stated that individuals leveraging AI have been able to tackle challenging tasks more effectively. The company, which has experienced a reduction in workforce from eight thousand three hundred to eight thousand one hundred over the past year, plans to factor AI usage into performance evaluations. As tech firms invest hundreds of billions in AI development, the industry is also seeing significant layoffs, with approximately one hundred fifty-two thousand jobs cut across five hundred forty-nine companies in 2024, according to Layoffs.fyi.
Why do we care?
There’s a growing chasm between public sentiment about AI and how tech leaders are doubling down on it as a productivity mandate. This isn’t just philosophical—it’s operational policy now, as shown by Shopify’s AI-first hiring stance.
This trust gap is a warning: SMB customers may not embrace AI simply because it’s available. Providers can’t assume enthusiasm. Strategic positioning must include trust-building, education, and clear, measurable value from AI tools.
Shopify linking AI usage to employee reviews is a strong signal of what’s coming: AI adoption won’t be optional.
Shopify’s stance—AI first, hire later—is efficient in theory. But if clients mimic this model without proper support or tooling, it could result in overworked staff, half-baked implementations, and underperforming AI initiatives. That’s all opportunity for training, yet also risk. The winners will be those who bridge the emotional gap with strategic enablement—not just those who install another LLM. The losers… won’t.
