Build technical trust with an IT organization that serves and protects customers and manages technology risk.
As technology fuels the digital age, IT has never been more important in influencing the customer experience and shaping customer interactions. In the near future, technology leaders will face a significant challenge—customer trust. The importance of trust is becoming more dependent on complex, often invisible, connected technologies, data streams and third parties. But people instinctively distrust things they can’t see, touch or understand.
With over 96% of companies undertaking some form of business model transformation1, brands that want to remain competitive will move beyond simply implementing innovative emerging technologies and embed the concept of customer trust into every element of the technology product lifecycle. Leaders that can deliver highly tailored, personal experiences while embedding technical trust into the application, infrastructure, data, integrations, and supplier ecosystem, will be at a competitive advantage.
The time has come for tech leaders to take leaps of faith and answer:
Today's customers are more informed, better connected, and have higher expectations than they've ever had. To meet their needs, the IT function must become less of a standalone function and instead integrate across the business.
1 KPMG Global Transformation Study 2016
Read KPMG's latest research on priorities that consumer and retail companies should be taking in order to improve their customers' trust.
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