Verifiable trust: The most important metric of them all

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 — its customer experience — we’re able to communicate a message that often lacks ‘tangibility’ more effectively.

We’ve taken a similar approach to our previous playbook. We’ve framed hypotheses and put their efficacy to the test. We’ve produced something we believe can have an impact on how people approach work today, tomorrow and the day after.

In the book we will;

1. Give you context and introduce you to the principles
2. Give you different ways to start learning about and engaging with the practices, and
3. Showcase how the principles and patterns enable progress to be made. We’ll highlight this progress theoretically and through practical case studies from organisations like Telefónica Alpha, Suncorp Insurance and digi.me

If you’d like to get your hands on a copy, get in touch. Then ask yourself, where next?

To us the answer is obvious. We need to get started together. We need to collaborate, share ideas and do the work. We need to become verifiably trustworthy information fiduciaries.

We trust this will help kick start your journey.