Share with your friends

Customer trust in technology

Customer trust in technology

Build technical trust with an IT function that services and protects customers and manages technology risk.


Also on

Smiling girl using a phone at night

Trust has always been a powerful currency

As technology fuels the digital age, IT has never been more important in influencing the customer experience and shaping customer interactions. In the near future, technology leaders will face a significant challenge – customer trust. Trust is becoming more dependent on complex, often invisible, connected technologies, data streams and third parties. But people instinctively distrust things they can't see, touch or understand.

With more than 95 percent of companies undertaking some form of business model transformation1, brands that want to remain competitive will move beyond simply implementing innovative emerging technologies and embed the concept of customer trust into every element of the technology product lifecycle. Leaders that can deliver highly tailored, personal experiences while embedding technical trust into the application, infrastructure, data, integrations, and supplier ecosystem, will be at a competitive advantage.

Technology is integral to meeting customer needs. When it works, customers are fulfilled. When it fails, trust is lost.

The time has come for technology leaders to take leaps of faith and answer:

  • How can we trust a machine-learning algorithm to make ethical choices on our behalf?
  • How can my function help the business deliver winning, trusted solutions to customers?

Download Building technical trust (PDF 1.8 MB) to learn how digital age technology leaders can become catalysts for customer trust and force technical trust to the top of the business agenda.

©2021 KPMG, an Australian partnership and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. The KPMG name and logo are trademarks used under license by the independent member firms of the KPMG global organisation.

Liability limited by a scheme approved under Professional Standards Legislation.

For more detail about the structure of the KPMG global organisation please visit

Connect with us


Want to do business with KPMG?


loading image Request for proposal

Save, Curate and Share

Save what resonates, curate a library of information, and share content with your network of contacts.

Sign up today