Building Consumer Confidence in the Era of Digital Identities

Customerland

Join me as we dive into the digital transformation with Hader Iqbal from Thales (like "Alice"). Hader will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Hader is at the forefront, helping us navigate this new world.

As we explore this digital landscape, we'll tackle both the technological innovations and the cultural hurdles that businesses encounter during this significant change. We'll also look into how different industries are building trust, and you might be surprised to see how much trust people are placing in the logistics sector.

We've seen brands lose customer trust over privacy issues. Interestingly, about 26% of consumers say they would sever ties with a brand over such mistakes. We'll unpack why retreating from AI isn't the solution, despite consumer doubts. Instead, we'll talk about how customizing AI to fit local and cultural preferences and enhancing data privacy can make customer interactions more positive.

So, let’s have an open conversation about the future of digital identity and the crucial role trust plays in this era of digital transformation. Join us for this insightful episode.

Chapters

1. Building Consumer Confidence in the Era of Digital Identities (00:00:00)

2. Digital Transformation and Consumer Trust (00:00:01)

3. Responsible Data Collection and Privacy Measures (00:13:15)

4. Perceptions of Generative AI in CX (00:19:19)