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Key Takeaways Transparency builds faster and longer-lasting trust than bold claims ever will.
Products succeed when they solve real workflows, not abstract promises.
The AI market is crowded with promises: major players across industries are dominating headlines with bold claims and polished messaging. But in my 25-plus years of experience in the healthtech sector, I’ve seen time and time again that the products customers tend to stick with are those presented transparently, honestly and without surprises.
When we began building our own AI-powered solution (an ambient listening and note-taking tool designed to help providers reclaim their time), we knew we couldn’t compete based on bold claims. We focused on telling the truth instead. How do you actually use the tool? How will it change your day-to-day experience when you start work in the morning?
This meant being transparent about our tool’s capabilities, limitations and pricing. An approach that’s becoming less and less common in the health IT industry. We took that route because our goal was to build lasting trust in a product that our current and future customers truly need. And that didn’t just make us stand out. It made customers lean in closer.
Clarity is the fastest way to build trust
The current conversation around AI is saturated and often abstract, which means it can be a challenge for practice decision-makers to translate buzz into a practical strategy. Recent reports show that more than half of healthcare organizations still don’t have a clear AI strategy, and only about 30% of pilot programs reach full implementation. That gap often starts with unclear expectations; if teams don’t see the promised benefits, they’ll move on quickly.
In software and tech, setting clear expectations is one of the most overlooked parts of product design. For the healthtech industry in particular, the urgency to create clarity is even more essential. Most physicians are burnt out and dealing with incredible challenges, and while they might be an extreme compared to other industries, they’re also a clear illustration of just how little time and attention the average buyer has to offer today.
That’s why so many companies take a “bigger is better” approach to communication about their products, hoping flashy ad copy and unscrupulous promises will cut through the noise and catch customers’ attention.
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