Digital trust has become a key factor in the depth of relationship between consumers and their providers. Recent well-publicized data hacks and security breaches have humbled even mighty companies, leaving their reputations in question and their balance sheets damaged. Communication service providers (CSPs) have the luxury of being among the most trusted organizations for personal data security by consumers. But a single security lapse can seriously erode that trust. For CSPs to maintain their privileged position and capitalize on the trust consumers place in them, they must understand customer mindsets and focus on three specific fundamentals: transparency, value exchange and security.

Study highlights

Consumers who said they were comfortable sharing personal data with their CSPs 40% Ages 18-25

Consumers who said they were comfortable sharing personal data with their CSPs 44% ages 25-44

Consumers who said they were comfortable sharing personal data with their CSPs 33% Ages 40 and over

60% of surveyed consumers said they are concerned about their provider selling their personal data to third parties without their consent

82% of surveyed consumers said they want at least moderate control over the data they sahre with their provider

92% of surveyed consumers said they want to know that their provider keeps their personal data private an secure

About the authors

Bob Fox
Global Industry Leader, Telecommunications
IBM Global Business Services

Nick Gurney
Communications Sector Leader
IBM Asia Pacific

Mario Cavestany

Mario Cavestany
IBM Telecommunications and Media & Entertainment Lead
IBM Europe

Rob van den Dam
Communications Industry Lead
IBM Institute for Business Value

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