AI is fueling workplace mistrust
A MetLife survey found employees increasingly feel friction and mistrust as AI tools roll into retail and customer service — raising questions about performance monitoring and morale reported. That tension matters because unclear AI rollouts can create new conflict points between frontline associates and managers during everyday interactions.
MetLife’s 24th Annual U.S. Employee Benefit Trends Study (EBTS) was published on March 16, 2026. (businesswire.com) The research combined three surveys — two sampling about 2,500 employees each (October 2025 and January 2026) and a separate October 2025 survey of roughly 2,500 benefits decision‑makers. (cnbc.com) Eighty percent of employers reported that AI tools are part of everyday tasks in their workplaces, and 83% said AI helps employees work faster and more efficiently. (businesswire.com) (businesswire.com) Sixty‑one percent of employees expressed worry about ethical and safety risks from AI, 59% feared AI would make jobs or skills obsolete faster than new opportunities appear, and 24% said they feel they need to compete with AI at work. (businesswire.com) Employers acknowledged the strain: 67% said AI is creating new points of friction or mistrust between employees and management, and 54% said they are struggling to adapt to new ways of working. (businesswire.com) MetLife leaders framed responses around solutions: Shurawl Sibblies called for clarity around expectations and development, and Todd Katz highlighted that supportive benefits and skill development are “critical” for helping people manage change. (businesswire.com) The report also links these AI tensions to worsening workforce well‑being, noting a decline in holistic health and underscoring employers’ need to invest in benefits, connection and upskilling to stabilize productivity and retention. (businesswire.com)
