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