What is Digital Trust and Why it Matters

Digital trust refers to the extent of confidence that users have in the integrity, security, and reliability of technology systems and practices. This article provides an honest perspective around advancing technologies and how, through digital trust, organisations can set the foundation for long-term success.

Staying informed on the latest technological tools and trends can better protect your data, especially given the substantial increase in cyberattacks within the last few years in the form of: phishing attacks, identity theft, financial scams, and other fraudulent behaviors[1].

AI processes and analyses large volumes of data in the background — potentially including personal information. With its rapid adoption, IT professionals are working hard to stay ahead and safeguard user data.[2]

When organisations leave their data— especially their clients’ data— vulnerable to attack[3], distrust can grow around a brand and an organisation as a whole.  For this reason, digital trust has become increasingly vital to businesses, as it assures clients that their data will be handled with care[4]

In a report released by ISACA[5], consequences of poor data management and lack of digital trust leads to:

• Reputation decline
• More privacy breaches
• Lost clientele
• Less reliable data for decision-making
• Negative impact on revenue
• Slower abilities to innovate.

When considering your own organisation, how important is digital trust (or digital safety for that matter)? In the same report, ISACA research found that nearly all cybersecurity professionals (98%) say that digital trust is important and 63% say it is relevant to their jobs, yet only 12% of their organisations have a dedicated role for digital trust.

If more organisations are moving towards digitization, then why is digital trust still ranked so poorly? Well, the findings point to a few significant obstacles which impede this organisational capability, including: lack of training, lack of alignment with the business, lack of leadership support, and lack of resources or budget.

Meanwhile, 82% of respondents agree that digital trust will become significantly more important to their organisations, and 28% anticipate that their company will have a dedicated senior role in the next five years.

When businesses strategically prioritise digital trust, they strengthen the integrity of their brand. Other associated benefits include[6]:

• A more positive reputation
• Fewer privacy breaches
• Fewer cybersecurity incidents
• Stronger customer loyalty
• Faster innovation
• Higher revenue.

Leveraging digital trust as a way to build brand loyalty and confidence is no small feat. As you explore how to operationalise digital trust, consider additional training or joining communities that specialise in data trust practices. Until then, when thinking about digital trust consider these three primary components: security, data integrity, and privacy.

Security is the foundation of digital trust. Users expect companies to actively protect their data from cyber threats, fraud, and unauthorised access. This means implementing robust infrastructure, encryption protocols, and multi-factor authentication—but it also means staying current with emerging threats and regularly updating defenses.

Beyond technical safeguards, businesses must also cultivate a culture of security awareness among employees, ensuring that protection extends across all levels of the organisation. When users feel confident that their interactions and information are secure, they are more likely to engage fully and develop long-term loyalty.

Data integrity involves ensuring the accuracy, consistency, and reliability of data throughout its lifecycle. When users see that their information is recorded and processed correctly, without error or manipulation, their confidence in an organisation deepens. This requires strong internal controls, audit trails, and transparent data governance practices.

Organisations should be clear about how they collect, store, and update information—particularly when that information influences decisions, such as financial transactions or personalised experiences. Inaccurate or inconsistent data erodes trust quickly; therefore, upholding data integrity is not only a technical issue but a reputational one.

Respecting user privacy is essential.

People want assurance that their personal data won’t be exploited, shared without consent, or used in ways that violate their expectations. Organisations can demonstrate this respect by adopting privacy-by-design principles, clearly communicating data policies, and providing users with control over their information. Transparency—such as telling users what data is collected and why—builds confidence and aligns with global privacy regulations like GDPR and CCPA. When customers feel that their privacy is a priority, they are more inclined to share information willingly and maintain a lasting relationship with the brand.

Reinforcing these three organisational areas means hiring or training individuals for roles in Information Technology (IT) Strategy and Governance, cybersecurity, and general IT.

Organisations have privacy best practices, IT best practices, and security best practices, yet there is no holistic approach or framework that explains how these areas interact with one another. This is part of digital trust and cultivating a more robust partner ecosystem.

Organisations that implement a digital trust practice model recognize the importance of business relationships and maintaining confidence within those relationships. As a larger framework, this ecosystem consists of four primary domains: people, process, technology, and the organisation.

From webinar: What is the Digital Trust Practice Model? Hosted by Mark Thomas

By recognizing that each of these domains has a unique relationship with one another, you can begin to uncover the full impact of digital trust and how it affects business partners and customers alike.

Digital trust isn’t just a technical necessity—it’s a strategic advantage.

In an era where data breaches and privacy concerns are top of mind, earning and maintaining trust through strong security, data integrity, and privacy practices can set your organisation apart.

When customers feel confident that their information is safe and respected, they’re more likely to stay loyal, engage meaningfully, and advocate for your brand. Investing in digital trust today lays the foundation for sustainable success tomorrow.

For more information on how you can improve digital trust, explore our training offerings.

[1] Pokala, Sunny. “How Can Your Business Gain Digital Trust?” Forbes, Forbes Magazine, 22 Aug. 2024.

[2]  Miller, Katharine. “Privacy in an AI Era: How Do We Protect Our Personal Information?” Stanford HAI, Stanford University, 18 Mar. 2024.

[3], Liu, Ernest, Song Ma, and Laura Veldkamp . Data Sales and Data Dilution. December 13, 2024.

[4] Ko, Guihan, et al. “Non-Market Strategies and Building Digital Trust in Sharing Economy Platforms.” Journal of International Management, vol. 28, no. 1, 2022.

[5] “Many Organizations Believe Digital Trust Will Become Important yet Budget Strategy Skills Lagging.” ISACA, 29 May 2024.

[6] “The Benefits of Digital Trust.” Security Magazine RSS, BNP Media, 19 Sept. 2022.

Additional Resources

“2025 Global Threat Report: Latest Cybersecurity Trends & Insights.” CrowdStrike, 27 Feb. 2025,