Customer trust in technology
Customer trust in technology
Insight

Customer trust in technology

Build technical trust with an IT organization that serves and protects customers and manages technology risk.

Trust has always been a powerful currency

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. 

Technology is integral for meeting customer needs. When it works, customers are fulfilled. When it fails, trust is lost.
Martin Sokalski, Principal, Emerging Technology Risk, KPMG (US)

The time has come for tech leaders to take leaps of faith and answer:

  • How can we trust a machine-learning algorithm to make ethical choices on our behalf?
  • How can my organization help the business deliver winning, trusted products and solutions to customers?

 

Building technical trust

Learn how digital age technology leaders can become catalysts for customer trust and force technical trust to the top of the business agenda.

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Are you ready for the future of IT?

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. 

Learn more about the future of IT

 

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1 KPMG Global Transformation Study 2016

The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act upon such information without appropriate professional advice after a thorough examination of the particular situation.