Page 142 - Cyber Defense eMagazine RSAC Special Edition 2025
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Customer Trust Is a Business Imperative: It’s Not
Enough to Just Protect Customer Data, Businesses
Must Show Proof of Their Efforts as Well.
By Sam Rehman, Chief Information Security Officer, SVP at EPAM Systems, Inc.
Customer trust is not a nebulous or abstract idea, but a real driver of business success, especially in
today’s digital-first world. In a study on data privacy, 94% of surveyed organizations reported their
customers would not buy from them if they did not protect data properly. Customer trust and cybersecurity
are inseparable, and businesses must implement measures and strategies that help build customer trust
and restore it should a breach occur.
However, customer trust encompasses more than data security. Pew Research Center reports that 81%
of U.S. adults believe companies will use their information in ways that make them uncomfortable. Such
sentiment reflects the fear among consumers that companies collect their data without their permission.
Security, privacy, transparency and collaboration are the bedrock of customer trust; these four elements
are essential for increasing retention and revenue.
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