Data Privacy: Now Comes the Hard Part

Our personal data has become currency in the ever expanding digital economy. This shift has become most  apparent among tech companies whose business models pivot around the monetization of customer data. The ensuing uproar over the use and abuse of personal data has academics, industry leaders, politicians, the media and policy experts calling for a […]

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From ‘Ensuring Customer Experience’ to ‘Assuring Trust’: Rethinking the Role of QA

Imagine a short circuit triggers a fire in your building while you’re at work, and the smoke detector in your smart home fails to raise an alarm. Or you receive a notification that your bank account was compromised because the bank’s mobile application had experienced a cyber attack. Or the insulin-monitoring digital pill miscalculates your […]

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Playful Brands Are Redefining ‘Customer Trust’ in the Digital Age

Banks called Atom, N26, Bunq and Monzo. Insurers named Lemonade and Oscar.  In their efforts to distinguish themselves from longtime industry stalwarts, new entrants into the fields of banking and insurance are choosing playful, whimsical names that make no reference to the space they’re trying to disrupt. Previous nomenclature in these business spaces has revolved […]

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Customer Trust in a Sharing Economy

Recently, I wrote about key from Cognizant research included in our report, “The Business Value of Trust.” The results were stark: Losing customer trust presents a major existential threat to companies. Not protecting consumers’ personal information and upholding privacy is a fast way to lose it. However, we also learned that when consumers know a […]

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