Digital transformation has been the buzzword of the past few years. The pandemic crisis around the globe gave a sudden boost to doing business online. Many companies moved very fast towards automation and digital transformation. This sudden transformation created many concerns, but considering the situation, it became the need of the hour.
Understanding the unavoidable circumstances, customers started to accept online business willingly, and some, by force (maybe since they got no other options), and this became a norm around the globe and the corporates started highlighting Digital Trust.
In this fast-paced journey of moving towards doing business online, are we addressing things right? Are we giving the right experience to the customers? Are we gaining the confidence of the customers in creating trust in converting the experience to a fully-fledged transformation? Or are these being pushed toward the customers by using their inability to switch options? Organizations, which have failed to secure trust and confidence in the day-to-day operational context, how can they gain digital trust?
Creating digital trust is not only about IT security implementation & practices (which are not visible to the customers). Digital trust is cultivated, using many other aspects where IT security becomes only one component of the whole trust-building process. These include the service culture and mindset cultivated in the organization, the way the customer is treated and handled at different touch points, delivering what is
communicated or committed without compromising it to customers, supporting them in their difficult times without excuses for delivery of services, smooth transactions in all circumstances, handling or usage of personal data, quality, and consistency of service, response time, management commitment, etc, in giving that experience to the customers along with the implementation of the appropriate and reliable technological solutions for a better service experience. In addition, there are many other practices and techniques that should be considered in making this better, such as IT Service Management, Site Reliability Engineering, Governance, Business Relationship Management, Zero Trust, Personal Data Protection, etc, along with journey mapping, design thinking, competency mapping, etc, to name a few.
Digital trust focuses on gaining customer trust and confidence. Digital Trust does not get cultivated by implementing IT security practices alone, it has many other factors that contributes to it, where IT security is only one of the factors. Digital Trust is the holistic experience customers get in their engagement journey (with the digital applications and services they interact with) and the confidence they gain in (the holistic system) building that trust.