Customer Centricity & Trust in the Age of AI

Every time we close a large account, I ask the key stakeholders one question:

“Why did you pick the Credibl Smart Sustainability Stack?”

Last month in Belgium, I asked this question to the sustainability leaders of an iconic Belgian company. We were in their beautiful boardroom — it was quiet and we were in a reflective mood, both sides excited to begin the journey.

I asked, “Among the seven vendors you evaluated, why did you choose Credibl?”

There were two key stakeholders. Both said almost the same thing:

“Our philosophy is that customer service is more important than technology. During pre-sales, your team was agile, had excellent follow-through, and truly understood our problems.”

Over 90% of our customers tell us this. This — more than features or price — is why they choose Credibl.

Startups live and die by velocity. You have to move fast — in how you respond, negotiate, onboard, and ship new capabilities. Velocity shortens Time to Value, but when applied across every function, it has a compounding effect on customer value.

But here’s something I’ve come to realize:

Velocity isn’t just about speed.

Velocity demonstrates empathy.

When you move fast, you show the customer that their time matters — that they matter.

And that builds trust capital.

I would request anyone building anything meaningful to reflect on Velocity and make this part of the core DNA.

In the age of AI, trust will only become more important. High velocity builds empathy, empathy builds trust — and trust is the ultimate differentiator.

At Credibl, velocity is in our DNA. We do everything fast. It’s okay to be wrong — because when you move fast, you also course-correct fast.