Gartner Research

Be Trustworthy in Every Customer Digital Interaction to Drive Business Results

Published: 01 June 2017

ID: G00329086

Analyst(s): Dale Kutnick , Frank Buytendijk , Anthony Mullen , Bard Papegaaij , Nadine LeBlanc , Penny Gillespie


Trust becomes critical as more customers interact with organizations through digital channels. Application leaders, therefore, are responsible for trustworthiness due to the use of technology to engage customers. This research explains how to instill digital trustworthiness in customer interactions.

Table Of Contents
  • Key Challenges



  • Understand and Meet Customers' Expectations
  • Adopt the Eight Characteristics of Trustworthy Organizations
  • Incorporate the Attributes of Trust for Digitally Delivered Customer Experiences Into Customer Interactions
  • Bottom Line

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