One thing that’s become clear in my conversations with chief trust officers this month is that while a lot of companies know they need to develop trust with stakeholders, and many are actively attempting to do so, few know how to measure whether their trust-building exercises are actually successful.
As Pamela Snively, chief data and trust officer of Canadian telecoms company Telus, puts it, “The business case for building trust is there. What's challenging is measuring whether you’ve done it.” In fact, Snively, who has held her role at Telus since 2015, says that getting better metrics on measuring trust is her team’s challenge for the year ahead.
