Designing for trust has become a popular topic. In fact, many organisations are beginning to pay more attention and dollars to the importance of customer trust. They recognise the relationship between customer trust and customer access is strengthening.
Yet, as we called out in our 2017 playbook, trust is a variable outcome. It’s not something you can fully control.
What you can control is the strategy and tactics you execute to become verifiably trustworthy. This is bigger than data. It’s about ethics, conduct and culture. It’s about incentives, metrics and your business model. It’s about your purpose, values and principles. It’s what you stand for and what you will fight to defend.
We experience the tension between old and new every single day. People want to design verifiably trustworthy organisational structures. But there’s inertia. The progress hindering forces are often stronger than the progress making forces. As a result, change takes a long time. It needs a catalyst. It needs people to drive it. It must be supported by a framework and the tools that make the desired change more accessible, approachable and actionable.
So today, during my world first (yes there will be video) at the 20th Annual Privacy and Security Conference, I’ll be launching Data Trust by Design, our newest playbook.
We decided to release this now because we believe the timing is right. We also believe the format and focus is accessible, approachable and actionable.
By focusing on the most ‘visible’ aspect of an organisation
