2026数字信任指数报告

The most comprehensive study forIT Security Leaders on how DigitalExperiences affect Trust acrossConsumers, Partners andEmployees Leadership in theDigital Age We are living in a very different reality than we werejust a year ago. While a significant part of our digital liferemains interacting with humans, every click or tap stilltriggers questions in your mind – am I interacting with ahuman or AI; is this interaction safe; is the data that I’msharing going to be private; and above all, can I reallytrust this digital interaction? User experience is just a part of the bigger equation.From an execution point of view, digital trust rests on threecore pillars: •User Experience:Ease of use, enjoyable across allchannels•Security:Visible security controls like multifactorauthentication (MFA) and encryption build userconfidence•Privacy:Users want the assurance that theorganization they are interacting with is keeping theirprivate and sensitive data secure Digital Trust, as defined by the World Economic Forum, is“The expectation by individuals that digital technologiesand services – and the organizations providing them –will protect all stakeholders’ interests and uphold societalexpectations and values.” The Digital Trust Index aims to address some of theseexpectations – providing guidance to leaders and theirteams on building long-lasting relationships with theirdifferent user constituencies and helping them build amore trust-worthy brand. With the changing technology landscape, especiallydue to advancements in Artificial Intelligence, technologyand security leaders need to stay on top of their users’expectations, perceptions and regulatory mandates.Leaders face a tough balance: more security oftenmeans more friction. But is there a middle groundthat builds confidence? The Digital Trust Index guidestechnology and security decision makers in making theright choices for their users – the choices that help thembuild the right mix of controls for enabling digital trust withtheir users. How an organization’s brand is perceived is acombination of multiple expectations of it. Your customersexpect better user experience, personalized to theirindividual needs. After all, they are paying you for it.Employees, too, demand better user experience but oftenfor a different reason – they want to be more productivein their work. Not surprisingly, your business partners andsuppliers are no different – they need a frictionless userexperience to ensure they can better collaborate withyour organization. Contents 0204061832364041 Leadership in the Digital Age Key Findings Consumer research findings Partner users research findings IT and security leaders research findings AI research findings Conclusion Methodology Key Findings ACCESS FRICTION IS ERODINGCONSUMER TRUST, BUT VISIBLESECURITY STILL EARNS IT Consumers rewardfamiliar protections: 57% 57% The majority of consumershave experienced issues whenaccessing a website or app inthe last 12 months. Banking remains the mosttrusted sector for consumerswhen it comes to sharingtheir information would trust a companymore if it used multi-factorauthentication abandoned orswitched from acompany onlinedue to a website or app issue 68% ONLY16% 68% say they have a thoroughunderstanding of howcompanies collect, use, andprotect personal informationonline would trust a companymore if it used passkeys are worried about AI “helpers”77% that would act on their behalfonline FRICTION AT THE ACCESS LAYERIS DRIVING DELAY, DISTRUST ANDCREDENTIAL SHARING 70% 66% say they are oftenasked for informationthat does not feelnecessary whenrequesting access say access/log-in details areprovided immediately whenstarting with a new externalpartner, and only 30% say theyalways get the full permissionsthey need first time have shared orborrowed accesscredentials in thelast 12 months experienced access issueswith an external partnersystem in the last 12 months,and almost as many (89%)abandoned or delayed workdue to a website or app issue HOST ORGANIZATION INTENT ISCLEAR, BUT DELIVERY GAPS AREWEAKENING TRUST of IT and security leaderssay offering passkeys to theirorganization’s consumercustomers is important – and yetonly 49% currently offer them of IT and securityleaders say that partnerusers can see their ownpermissions AI ADOPTION ISACCELERATING, BUT TRUSTIS NOT KEEPING PACE 93% 23%ONLY of IT and security leaders saythat their organization is using,rolling out, or planning GenAI of consumers trust acompany that uses AI tohandle data 81% of partner users wouldtrust an organizationmore if it used AI tostrengthen security Consumerresearch findings personal information with banks (up from 44% in2025). It is the only sector where more than two infive consumers express top-level comfort, sitting wellahead of every other sector. For consumers, trustis earned at the accesslayer Government (40%) and healthcare (35%)again round out the top 3, but still fall short of amajority