Trust, but verify” has been a primary tenant of most human engagement since the dawn of time. But as the world becomes more digital, this proverb has become a slippery slope. Today, we need to think in terms of “verify, then trust.” Organisations and their customers face ever-increasing threats of fraud and related cybersecurity issues. Consumers expect brands to protect them. According to the 2023 Telesign Trust Index, 94% of consumers surveyed agree businesses bear responsibility for consumers’ privacy. And when consumers trust a brand, they reward that company with their business. According to Deloitte, people spend 25% more money with trusted brands.
In this session, we will explore:
Consumer expectations for the companies they engage with to protect them from fraud
The possibility of gaining or losing customer trust at every engagement through the customer journey
Evolving industry and government initiatives that establish systemic trust and how these should influence future company policies