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.
About the authors
Global Industry Leader, Telecommunications
IBM Global Business Services
Communications Sector Leader
IBM Asia Pacific
IBM Telecommunications and Media & Entertainment Lead
Rob van den Dam
Communications Industry Lead
IBM Institute for Business Value
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